As you know, we send our members pop-up messages after every call/text that they make to notify them of how much it cost them.You may know these as USSD messages.
USSD messages are a technology from the early days of mobile and newer technologies will no longer support it. As the world moves to faster technologies like 5G it will be increasingly difficult to keep you all updated with your remaining balance if we keep using USSD messages.This means we need to find an alternate way to send you these updates.
We'd like to take this opportunity to re-evaluate the impact of each of the messages to make sure that the messages that people find useful are still being sent whilst those that aren't as handy are being retired.
These situations trigger USSD messages at the moment:
- When a member makes a call or sends a text message from their credit
- When a member makes a call from a goodybag with a limited allowance
- When a member makes a call from a goodybag with an unlimited text or calls allowance
- When a member makes a call or sends a text that was free of charge (ex. giffgaff calls or texts/calls or texts to an IVR)
In each of these scenarios we notify members of their remaining balance, based on what they used to make the call or text. If they have a goodybag, we also tell them when it is due to expire.
The most straightforward option would be to move from USSDs to text messages because we know that everyone who currently receives USSDs can receive texts. However, considering the amount of USSDs we send to our members today if we turn them all into text messages we would be introducing congestion to the network. So we will need to figure out which of these messages we'd like to retire and those we'd like to keep.
One of the options that we thought might help would be to no longer send alerts when the call or text was free. This would mean we avoid the congestion problem.
However, we didn't want to make this decision without making sure it was the right one, so we wanted to come to you.
Which of these alerts do you find most valuable and which of these should be retired?
It would be great to hear your thoughts.