Maintaining a website or database with details about each mobile phone, accessible for end-users and call center staff is not a trivial task. Some mobile operators have tried in the past, but concluded after some time that it is much too labour intensive. At Qelp, we have built an advanced content management system dedicated to the specifics of the mobile industry.
The content is updated as often as needed and therefore all settings that are network, operator, (sub-)brand or even subscription plan specific can be changed overnight. The management module gives you as a client the possibility to change settings or specific instructions for all use cases and all phones, by just clicking one button. For network operators supporting multiple brands, service providers or MVNOs, we can standardize on content, whereas the look and feel can be customized to logos, network settings and look and feel requirements.

Core of the Qelp application is the presentation of “use cases”: full color pictures with step-by-step textual instructions for any mobile phone, any function, any network service in any language. Visualizing each answer makes Qelp unique in the industry. It’s not just changing the user manual into pictures, the strength of our solution is answering questions at the crossroad of handset and network or service. Answers that cannot be found in the user manual since they are network operator, service provider or content provider specific.

Use cases are default available in the following 4 categories:

1. Application - show (prior to usage) what is possible with a particular feature or service.
2. Configuration - ensure the customer has the correct settings to use the service
3. Education - demonstrate how to use the service, how to Google on your mobile phone etc.
4. Problem solving – resolve a problem the customer runs into when trying to use the service.