More data ≠ more insights

More data ≠ more insights

As the number of support channels and customer touchpoints grows, so does the amount of data generated from them. But when it comes to improving online support, more data doesn’t necessarily mean more insights.

Q2 priorities: What support leaders are focusing on

Q2 priorities: What support leaders are focusing on

With unprecedented call volumes and fewer agents to handle them, support leaders face continuous pressure. Moving agents to work-from-home operations have mitigated the situation in part, while also presenting a completely new set of challenges. It’s now evident that...

3 steps to future-proof online support

3 steps to future-proof online support

Delivering effective online support is a process, not a one-time project. It doesn’t end at “go live”. It requires ongoing adjustments, driven by data and customers’ feedback.

More channels = Worse experience?

More channels = Worse experience?

Robert’s new smart TV is still not connected to the Wi-Fi. He followed the exact steps of the pdf manual, only to find out it was outdated. He visited a community forum full of broken links. He spent 10 minutes navigating through a complicated ‘how-to’ blog. No one...

How to make your digital support easy to use?

How to make your digital support easy to use?

Creating self-service that actually helps customers to resolve their issues continues to be a challenge. While the majority of people look to answer their questions online, so they can get on with their day, only very few actually succeed. In fact, Gartner reports that only one in ten customers end up solving their problems completely via self-service.

Also in customer service, competition is always a click away

Also in customer service, competition is always a click away

Eric’s smartphone is running slow and the camera app keeps crashing. In a few days, he’s going on holiday, he needs his camera to work. He searches the issue on Google. At the top of the page, he finds a relevant support article, from that other mobile operator. Eric...

4 key drivers of disloyalty (and how to tackle them)

4 key drivers of disloyalty (and how to tackle them)

When it comes to customer experience, more effort means less loyalty. In fact, 96 percent of customers who experience high-effort interactions turn disloyal, compared to only 9 percent of those with a low-effort experience. In this blog post, we explore four...

The risk-free way to differentiate

The risk-free way to differentiate

Today, the ability to change quickly defines your success. In fact, technology has reduced the average life span of companies to less than 20 years, compared to 60 years in the 1950s. Customer experience innovation is critical but difficult. For established...

3 ways to boost agent productivity

3 ways to boost agent productivity

As customers’ requests are becoming increasingly complex, the customer service job is more demanding than ever. To find answers, agents interact with more than eight applications - shifting their focus from helping your customer...

SYKES recognized as a top industry visionary

SYKES recognized as a top industry visionary

HFS Research, a leading industry analyst firm, has acknowledged Sykes Enterprises as a true digital customer experience powerhouse with significant capabilities across the entire customer lifecycle. The report, published earlier this year, ranks Sykes Enterprises #1...

Qelp & mquadr.at announce strategic partnership

Qelp & mquadr.at announce strategic partnership

The partnership will focus on helping service providers in the connected home to deliver better digital support experience and in-home automation. Enabling end-users to solve their support issues both online and offline via self-service has proven to be an effective way to reduce support calls and improve customers’ satisfaction.

2018 – A year of people, partnerships & growth

2018 – A year of people, partnerships & growth

With 2019 already in full swing, we’d like to take one last moment to reflect on the past year. Growth is perhaps the keyword that best describes 2018 for us. Worldwide, our team and talent grew together with our business, bringing customer experience innovation to...

Great online support is not a one-time-project

Great online support is not a one-time-project

Meeting your customer’s expectations online is increasingly difficult. That’s because your online support isn’t compared against the support of your competitors anymore. It’s measured against the experiences delivered by companies like Netflix, Amazon and Google. With...

How not to disappoint with your Chatbot

How not to disappoint with your Chatbot

Chatbots are a promising support option for your consumers, but they’re not ready to replace your agents. The technology isn’t there yet. That’s why keeping bots’ interactions simple, with your agents near, are what works best today. At the same time, improving your...

3  key takeaways from the BI Innovation Summit in Chicago

3 key takeaways from the BI Innovation Summit in Chicago

BI is changing how companies make decisions, cut costs and spot new opportunities. Companies’ hunger for data & analytics has created an increased skill shortage. At the same time, predictive analytics are simplifying forecasting, while evolving technologies...

Ring.com: 4 principles responsible for their success

Ring.com: 4 principles responsible for their success

Founded only 6 years ago, Ring has established itself as the best-known player in the smart doorbell space. With a near-monopolistic position in the US market, the company was recently acquired by Amazon for over $1 billion. There are valuable business lessons to...

Google Home Unpacked: Our set-up experience

Google Home Unpacked: Our set-up experience

“Hey Google, dim the lights to 15%, and play The Notebook from Netflix on my living room TV.”

Google Home places your entire house under the control of your voice. In this blog we will explore in detail the setup and first use of Google’s smart speaker offering. First and foremost, its understanding of voice commands is nearly perfect.

Smart products: What is holding back adoption?

Smart products: What is holding back adoption?

Many analysts predicted that consumer IoT products would be an essential part of every household by now. However, this prediction hasn’t come true yet.

If one thing is certain, it’s that the adoption of smart devices hasn’t happened as quickly as many expected. When it comes to Consumer IoT, most products are still in the ‘early adopters’ stage. Despite that, the smart products market becomes more and more competitive. 

Qelp founder Wouter Deelman becomes Chairman

Qelp founder Wouter Deelman becomes Chairman

Victor van Baal becomes Managing Director AMSTERDAM – December 18, 2017 – As of January 1, 2018 Qelp CEO and Founder Wouter Deelman becomes Chairman of the Board of Directors of Qelp. “I’m looking forward to continue supporting Qelp but now in a non-executive...

Who picks up the phone if your IoT washer fails?

Who picks up the phone if your IoT washer fails?

It’s 4.30PM on Saturday. As you get comfortable on the couch and start a movie on the TV, your smart thermostat seamlessly adjusts the temperature in the room. An alert on your iPhone comes in. The SmartHome app warns you that right in the middle of a wash cycle, your...

Your daughter’s IoT jeans nightmare

Your daughter’s IoT jeans nightmare

All of a sudden, in the middle of a washing cycle of jeans for the whole family, your brand-new IoT-connected washer stops working. The control panel doesn’t work, your smartphone doesn’t talk to the washer anymore, and at that very same moment...

Help customers manage storage on their iPhone

Help customers manage storage on their iPhone

The update for iOS 11 is now available to iPhone and iPad owners, but many of them are not able to upgrade because of insufficient free storage. What’s more, your customers cannot take photos and videos, install new apps and make full use of their premium smartphones. This brings frustration and doesn’t match the user experience that users expect when buying a new iPhone.

The 3 most asked questions about the iPhone X

The 3 most asked questions about the iPhone X

There are 2 months between the release of the iPhone 8 and the release of the iPhone X. This means customers will be facing a dilemma: “Is it worth waiting for the iPhone X?”.

Four changes in iOS 11 that require customer support attention

Four changes in iOS 11 that require customer support attention

In this blog, we bring you the four most impactful changes expected in iOS11. This information will help your agents and self-service channels to prepare for the peak in support questions when the new iPhone launches together with iOS 11 in September.

Upgrading from S7 to S8, 4 challenges for customers

Upgrading from S7 to S8, 4 challenges for customers

Many customers with a Samsung Galaxy S7 will be switching to the attractive Galaxy S8 in the coming weeks. Several changes Samsung has made to the software of its flagship device might confuse users and lead to increased questions to customer support.

Qelp’s Android device expert, Delano Boeijkens, has put together a list of the challenges your customers might face when transitioning to the newest Samsung smartphone.

8 support challenges with the Samsung Galaxy S8

8 support challenges with the Samsung Galaxy S8

As soon as the Samsung Galaxy S8 was released users started to report issues with the device. In this blog we have compiled the most heard complaints that have been causing customer service calls with some of our customers.  Most complaints are device specific, so be...

Top 10 most wanted gadgets this year

Top 10 most wanted gadgets this year

Although CES in Las Vegas and MWC in Barcelona are behind us, we believe the most exciting tech surprises of 2017 are yet to be announced. We turned to our gadget expert, Ilan Kupers, who compiled a list of the top 10 gadgets (in no particular order) he was most...

Android Nougat is about to hit support channels

Android Nougat is about to hit support channels

The benefits of adding support for Android Nougat to your website & app are not only limited to providing better customer care. According to Forrester, having online tutorials available will likely reduce cost by deflecting agent-assisted interactions; furthermore, adding relevant support content can assist your SEO efforts.

How to use content marketing to help customers

How to use content marketing to help customers

Content marketing has proven to be a great tool for increasing engagement, building trust and closer customer relationships. In line with that, many of the field’s best practices could benefit your online support content. It might be useful to examine your support content through the lens of content marketing. We have gathered several content marketing fundamentals that can help you start.

McKinsey: Digitalize the simple questions

McKinsey: Digitalize the simple questions

Customer service organizations need to digitalize and automate simple customer questions. According to McKinsey, customers prefer self-service options for less-complex service requests. As they are used to the immediacy and convenience established by players such as Amazon and Google, they expect the same kind of service from established service providers.

Solving customers’ simple, low-value issues online will free up time to focus on the more complex requests. Online self-service is a great opportunity to provide superior care to your customers and win their loyalty, McKinsey remarks. In short, organizations can gain competitive advantage by balancing the evolving customer expectations with the right level of automation and human interaction.

How to improve first contact resolution

How to improve first contact resolution

Because the first call is usually not the first contact, it is crucial that contact centres have a better understanding of a customers’ online behaviour.
Ovum research indicates a gap between customers’ needs and the support solutions delivered. This increases the number of interactions required before a customer actually resolves their issue. To adapt to the changing behaviour of customers, contact centres need to optimize the channel through which the majority of users look for help first – online. Ovum also suggests that contact centres should rethink the tools they are using along with the prioritization of the different support channels.

Be ready to provide iOS 10 support

Be ready to provide iOS 10 support

After the “September Keynote”, Apple users will update to iOS 10 from September 13th onwards. This will be the biggest iOS release ever. The technical updates and design changes made by Apple promise to make the OS better. However, the improvements might also create difficulties for users. According to Tech Radar and Qelp’s content experts, iOS 10 will transform the way iPhones and iPads are used. This is a result of the interface and functionality changes of the lock screen and some of the most popular apps. As Marc van den Hurk, Head of Content at Qelp, remarks: “The update is going to add a lot of interesting new functionalities, which will take consumers some time to get used to”.

Use online self-service traffic for upsell

Use online self-service traffic for upsell

According to Oracle, resolving your customer’s issue during the first interaction combined with minimum customer effort increases loyalty by 36%. That’s why support traffic towards operators’ websites is an opportunity for those able to meet customers’ self-service expectations. On top of that, Increasing the customer satisfaction is an important enabler for upsell and cross-sell. As confirmed by Oracle and Aberdeen, mobile operators can boost revenues by delivering targeted and personalized offers at the right moment.

Sustainable revenue growth for MVNOs

Sustainable revenue growth for MVNOs

The global MVNO market presents an opportunity for explosive growth in a fast-paced, low margin environment. However, concentrating only on acquiring new customers has proven to be risky according to Informa. In the report “The multifaceted world of MVNOs”, Informa remarks that MVNOs must focus on understanding their customer base in order to get the most out of it and retain it. Thus, being flexible and providing personalized services to ever-demanding users is essential. Moving fast and adapting to the changing needs of your target market is the only way to stay relevant.

How to reactivate sleeping MyOperator app users

How to reactivate sleeping MyOperator app users

  With more than 2 million apps in the Apple App Store, focusing on app user acquisition is critical. While acquisition strategies have been successful in generating new users, many apps have failed to engage and retain them. According to Localytics, 71% of the...

A guide to make mobile security a competitive differentiator

A guide to make mobile security a competitive differentiator

  91% of Smartphone users globally are concerned about at least one security issue, according to a report from Nokia. The report remarks that many users are not certain in their current approach to mobile security and are often willing to pay a premium for...

4 Steps guide to improving UX

4 Steps guide to improving UX

As a large part of a customer’s journey takes place online, a flawless user experience (UX) becomes a requirement. This is even more important when customers search for support on your website. With competition only a click away, effortless digital support and intuitive design matter in a major way. Simply put: UX can make or break your brand’s digital experience.

Getting social customer service right

Getting social customer service right

Treating social customer support as just another traditional service channel is risky. Social media are known for their snowball effect for positive, but especially negative customer feedback. Nothing in the telecommunication industry evolves as quickly as customers’ expectations.

3 Proven customer support strategies for VAS

3 Proven customer support strategies for VAS

Operators need to get value added services (VAS) support right to avoid customer churn and revenue losses. VAS has become a strong driver for additional revenue and customer retention. As telecoms are establishing themselves as resellers of digital services, the support expectations of users’ grow. Customers now insist on relevant and quick answers to solve issues at first contact.

How to Cut NFF returns in Triple-Play support

How to Cut NFF returns in Triple-Play support

Triple-play represents a great opportunity for operators but comes with significant customer service challenges. According to our data, sometimes 50% of the device shipments result in No Fault Found (NFF) returns of the modem or mediabox. This makes it clear that contact centers fail to deliver the necessary support. Providing your customers with adequate online support is no longer optional, it is a requirement.

Top 10 iOS 9 Problems Increasing Customer Service Costs

Top 10 iOS 9 Problems Increasing Customer Service Costs

By identifying the most common iOS problems, mobile operators will be able to upgrade their online support content and provide solutions to customers’ support issues faster. The iOS related support costs are increasing in proportion to the growing number of features and complexity of the system.

5 Practical Ways to Reduce Customer Effort (and Churn)

5 Practical Ways to Reduce Customer Effort (and Churn)

By identifying online customer journey bottlenecks, mobile operators will uncover the pain points that cause high customer effort when they are in need for support. According to Oracle, reducing the customer effort has a major impact on the overall customer satisfaction.