Reduce call center costs

End-users on the phone or having email contact with a call center agent, need to be served friendly but efficiently, enhancing customer satisfaction. While end-user support requests need to be steered as much as possible to the web, a portion of these end-users will still pick up the phone and want to talk to a live agent. Yet, questions related to mobile phones are a moving target. With hundreds of handsets coming on the market each year it is impossible for an individual agent to keep up with the latest details of all those phone models. It is crucial to have easy access to specifications, capabilities, screenshots, menu structures etc. to be able to quickly satisfy a customer on the phone. Qelp provides a web based application answering these type of questions through a user interface specifically designed for call center agents.

As some of the device related questions are easier to explain in pictures, we provide unique “Jump-to-answer” functionality to call center agents. The agent can provide the customer who’s on the phone a 4-digit answer code which brings him or her directly to the answer to the question on the website, for the correct handset model, right topic and the applicable subscription plan.