Qelp is designed to resolve customer issues online, using a self service application. Taking a typical, frequently asked question as starting point, a flowchart is designed to determine the best routing of the customer through use cases. The chart below illustrates the typical routing for a mobile internet related question. For each Qelp client, the routing is optimized to take business considerations into account such as at which point a customer should be directed to the call center, a chatbot or e.g. a forum for peer-to-peer support.

In our experience customers are searching more online then picking up the phone to speak to a live agent. After implementing the Qelp application, our clients notice a significant hidden demand for device related support. For device settings alone, often in the order of one hundred times the number of questions arriving at the call center. Also, after successfully resolving issues online, it’s possible to route the customer in a subtle way to an offer for a data bundle or more feature rich mobile phone.