Mobile self service using a mobile phone or using a PC? Very few phones are suitable for remote diagnostics and remote control. Moreover, a mobile internet connection needs to be available which is often the problem to start with. Therefore, Qelp solutions for mobile self service center around desktop products (sitting in front of your computer, mobile phone in one hand, computer mouse in the other hand) and on-device applications (mobile phone and operator specific customer self care). For both products getting step-by-step device instructions is one of the most effective strategies to educate end-users how to use their mobile phone. Our analytics for customers demonstrate typical user satisfaction levels of 80% and more.

Web based customer self service is becoming increasingly important in the mobile phone services and devices industry. It’s a much more efficient, scalable and complementary solution for customer service than the call center agent or retail channel. However, customer self service solutions currently on the market are delivered “empty”. The software is suitable to store and manage FAQs, forums and other information intelligently. But the content must be produced by the operator and his customers based on day-to-day usage and input. In the fast moving consumer electronics business of mobile phones and services this means often only having answers “after the fact”. Typically only after many end-user queries, the content is being added to the self service environment. With Qelp, both software and content are provided as a managed service. You start with a “prefilled” customer support solution, based on frequently asked questions and use cases. Updated by Qelp with new handset content and questions as frequently as needed.