Business apps for mobile

The end of unlimited customer service for smartphones

deelman — Tue, 14 Jun 2011 15:37:35 +0000

Mobile operators can no longer offer unlimited customer service for smartphones. Device complexity and the fast adoption of these “handheld computers” leads to congestion in the call center. In a presentation on June 15 at the Telecompaper congress in Amsterdam, CEO Wouter Deelman illustrates how the volume of smartphone support issues has been growing. Mobile operators will need funding for smartphone customer support: from handset vendors, from advertising or paid for directly by consumers. To obtain a copy of the presentation, please send an email to info@qelp.com.

New customers

deelman — Thu, 26 May 2011 10:02:47 +0000

This website has not been updated for some time. Yet, we are proud to have won several new customers which are already “live” with our picture-based customer selfcare application. Check out our Clients page for the current list.

T-Mobile NL awarded

deelman — Tue, 08 Feb 2011 18:30:12 +0000

One of our respected customers, T-Mobile Netherlands, has been elected for best telecom customer service 2010. The T-Mobile press release makes specific reference is to device support as offered by Qelp, at T-Mobile called the Toestelhulp.

Smartphones and 3G internet: the perfect storm?

deelman — Mon, 27 Dec 2010 00:05:07 +0000

In June this year I delivered a presentation at the TelecomPaper congress in The Hague about the changes that are imminent in the mobile industry. The accelerating adoption of smartphones and 3G internet are changing online marketing and customer service in a radical way. This article of Fred Wilson triggered me to post the presentation here. True, pretty late, but we are currently noticing among customers and prospects that the speed of this development is still increasing.

Smartphones and 3G internet: the perfect storm?

View more presentations from qelp.

2011 “starts” again in Barcelona

deelman — Wed, 22 Dec 2010 13:47:19 +0000

Each year in February, the mobile industry meets in Barcelona for the Mobile World Congress and tradeshow. This time from February 14-17, 2011. Last year approximately 50,000 industry professionals came to the event. It’s the largest gathering of mobile industry professionals on the globe. Qelp will be there again. Please drop us a message if you plan to attend, we would be pleased to catch up and inform you about new product developments at our end.

Max van den Berg to expand global business

deelman — Wed, 22 Dec 2010 13:38:45 +0000

Qelp has appointed Max van den Berg to the newly created position of Vice President Sales & Marketing. Van den Berg first joined Qelp in a business development capacity.
Van den Berg, 45, was a driving force behind the growth of the Sony Ericsson mobile phone business in the Netherlands, Belgium and Luxembourg. Until April 2010, he was Managing Director of Sony Ericsson Benelux. Prior to Sony Ericsson he was responsible for Sony’s Information Technology Group covering laptops and other computer related products.
“I am pleased that we found in Max van den Berg the ideal person to lead Qelp’s further growth globally,” said Wouter Deelman, CEO and Founder of Qelp. “As former MD of a key player in the mobile industry he brings the experience and international network to expand our business initially in Europe, and further the demand from mobile operators in Asia and North America.”
Max van den Berg said, “Qelp is a great company, with a strong position in the Benelux markets among mobile operators and MVNOs. It is a great opportunity to lead the global expansion and growth of the business. With Qelp’s focus on user experience and business impact, I am confident that we can grow the company substantially.”

Qelp, business apps for mobile

deelman — Tue, 08 Jun 2010 08:34:11 +0000

Smartphones are becoming the standard and mobile internet is growing fast. The result: more and complex questions from customers. And if you don’t provide the answers, customers will look for them elsewhere. At this moment already a large number of these questions is being answered on fora, blogs and websites of… retailers. Increasing the chance that you will loose these customers.

Qelp has developed three applications to provide the answers to all these questions and, at the same time, reduce costs, acquire new customers and increase ARPU with relevant tips and advices that drive the use of mobile devices and services.

Picture-based self care
In-context campaigns
Experience driven sales

The applications of Qelp enables you to meet your customers’demands by providing answers in a excellent and visual way and helps you drive the cross and upsell of mobile services.

Qelp is able to do so by having up to date productcontent of all mobile devices, excellent visual support, top class web usability and continuous monitoring and improving of online behavior based on factual reports.

Meet us at MWC in Barcelona

deelman — Mon, 18 Jan 2010 15:31:39 +0000

Yes, it’s that time of the year again. From February 15-18, 2010, the annual Mobile World Congress will be held again in Barcelona. Last year approximately 50,000 industry professionals came to the event. Quite likely, the impact of the economic recession will be felt. Some vendors including Nokia have announced that they will not be present at the exhibition, but organize their own private event. Still, it’s the largest gathering of mobile industry professionals on the globe. Qelp will be there again. Please drop us a message if you plan to attend, we would be pleased to catch up and inform you about new product developments at our end.

MobileVikings adopts Qelp app

deelman — Wed, 14 Oct 2009 20:33:08 +0000

Belgian MVNO MobileVikings started using our customer self care application today. The app is available to MobileVikings’ customers in three languages and features embedded Twitter, Facebook, Hyves and Tell-a-friend support. Here’s the English version of the application. MobileVikings is an initiative of MVNE CityLive.

MMS on iPhone 3G demystified

vanvliet — Tue, 23 Jun 2009 12:46:27 +0000

Last Wednesday, Apple released their software update 3.0 for the iPhone 3G. With the update, users can enjoy a lot of new features including MMS. Anynone owning an unlocked version of the iPhone should be able to enjoy MMS, because it’s not very simple to get things working properly. End-users with an iPhone tied to the original operator get the right settings automatically through iTunes. However, an estimated 27% of iPhone 3G users don’t get these settings automatically. They have unlocked their device in the past 12 months or have imported a SIM lock free device from the USA, Belgium, Switzerland or Italy. This allows them to use the phone in combination with an operator or MVNO of their choice. But, any change in settings needs to be configured manually instead of through iTunes.

We have been supporting the first iPhone and iPhone 3G for most of our customers, helping end-users to configure their device for mobile internet running on a GSM, EDGE or UMTS network as well as Wifi. As soon as the new iPhone release became available Wednesday, we installed the update and started testing MMS. A “thank you” to the teams at our customers BASE, KPN and Rabo Mobiel for jointly demistifying MMS.
After some trial-and-error, back-and-forth, we noticed two distinct differences in configuring the iPhone 3G for MMS:
1. The proxy port needs to be added to the proxy address (e.g. 10.100.100.100:50). The majority of mobile phones have a separate field for this, but with the iPhone it needs to be “attached” to the IP-address.
2. While many mobile operators and MVNOs do not require a user name and password for internet or MMS authentication (this is done through MSISDN), the iPhone does not accept empty fields. Some value needs to be entered, any value is fine.
Upon entering these values, a full restart of the device is required to make the MMS functionality visible. Official Apple support for unlocked phones is not (yet) available to our knowledge. For the Netherlands and Belgium, the iPhoneclub blog wrote an article about MMS settings and pointed their readers to the Qelp applications for the various operators we support.

Apple seems to leave this type of configuration support to mobile operators. This will have to change at some point in time we think, since 2-year contracts will expire and end-users will start switching networks. Roughly 25% of end-users “churn” to different networks annually, so continued success of the iPhone will imply a growing support problem for mobile operators and MVNOs. Obviously, we are here to help with web applications in HTML or Flash If you are interested, please check this demo instruction for the iPhone or feel free to contact us for detailed information.