Boost Mobile – Increasing Subscriber Count

Client: Boost Mobile
Industry: Telecommunications
Role: Product Strategist

Overview

Boost Mobile, a challenger in the wireless industry, was losing subscribers—dropping from 9M in 2020 to 7M. Despite its affordable prepaid and postpaid plans and access to the 5G Open RAN network, poor customer service and network issues were causing churn.

To address this, a self-service AI-powered troubleshooting portal was proposed to enhance customer experience, improve retention, and rebuild trust in the brand.

Challenges

📉 Declining Subscribers: Dropped by 2M since 2020.
📞 Poor Customer Service: Long wait times, outsourced support, unresolved issues.
📡 Network Issues: Inconsistent coverage and slow data speeds.
💳 Billing Problems: Unexpected fees and confusion around pricing.
🏆 Competitive Market: Strong alternatives like Mint, Metro, Cricket, and AT&T.

Solutions & Execution

✅ Self-Service AI Chatbot: Automated troubleshooting with device logging & recommendations.
✅ Better Customer Support: AI-driven diagnostics to reduce wait times and escalations.
✅ Network Expansion: Partnering with Verizon, T-Mobile, and AT&T for improved coverage.
✅ Competitive Pricing Strategy: $25/month unlimited plan with price lock and 30-day money-back guarantee.

Results & Key Milestones

🚀 Enhanced Customer Experience: AI-based troubleshooting reduced service complaints.
🚀 Improved Retention: Better issue resolution led to fewer subscriber losses.
🚀 Stronger Market Positioning: Differentiated Boost as a cost-effective, reliable provider.
🚀 Future-Ready AI Integration: Leveraging AI for customer support reduced operational costs.

Project Roadmap

📌 Phase 1 (Research & Strategy)
✅ Analyzed subscriber loss trends & customer complaints.
✅ Identified young adults with low income as the primary target market.
✅ Evaluated competitor strategies & network partnerships.

📌 Phase 2 (Implementation)
🔹 Developed AI-powered self-service portal for troubleshooting.
🔹 Expanded network coverage by partnering with key carriers.
🔹 Optimized pricing & marketing strategy to attract budget-conscious users.

📌 Phase 3 (Optimization & Growth)
📊 Collected customer feedback & improved chatbot responses.
📊 Expanded AI capabilities for billing issues & service plan recommendations.
📊 Strengthened Boost’s online reputation by resolving customer service complaints.

Key Takeaways

🔹 AI-driven self-service improves customer experience and reduces operational costs.
🔹 Customer-first approach helps in retention & brand loyalty.
🔹 Competitive pricing & service quality are crucial for standing out in the wireless industry.
🔹 Strategic partnerships with MNOs (AT&T, Verizon, T-Mobile) can help cover network gaps.