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...

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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 to navigating internal systems. To...

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

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...

How not to disappoint with your Chatbot

How not to disappoint with your Chatbot

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....

3  key takeaways from the BI Innovation Summit in Chicago

3 key takeaways from the BI Innovation Summit in Chicago

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...

Ring.com: 4 principles responsible for their success

Ring.com: 4 principles responsible for their success

In our previous blog, we covered the main challenges of new customer onboarding. Now, we have collected a list of best practices from industry leaders such as Airbnb, Intercom, HubSpot, Apple Music, Instagram, and Slack. It’s important to look at these tech...

Google Home Unpacked: Our set-up experience

Google Home Unpacked: Our set-up experience

The onboarding experience has a lasting impact on customers’ perception of your connected device. It’s often a customer’s first interaction with your product, or even your brand. First impressions matter and expectations are high. With the increasing amount of...

Smart products: What is holding back adoption?

Smart products: What is holding back adoption?

“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.
Qelp founder Wouter Deelman becomes Chairman

Qelp founder Wouter Deelman becomes Chairman

In our previous blog, we covered the main challenges of new customer onboarding. Now, we have collected a list of best practices from industry leaders such as Airbnb, Intercom, HubSpot, Apple Music, Instagram, and Slack. It’s important to look at these tech...

Who picks up the phone if your IoT washer fails?

Who picks up the phone if your IoT washer fails?

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...

Your daughter’s IoT jeans nightmare

Your daughter’s IoT jeans nightmare

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...

Help customers manage storage on their iPhone

Help customers manage storage on their iPhone

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...

The 3 most asked questions about the iPhone X

The 3 most asked questions about the iPhone X

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...

Four changes in iOS 11 that require customer support attention

Four changes in iOS 11 that require customer support attention

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....

Upgrading from S7 to S8, 4 challenges for customers

Upgrading from S7 to S8, 4 challenges for customers

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.
8 support challenges with the Samsung Galaxy S8

8 support challenges with the Samsung Galaxy S8

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 to navigating internal systems. To...

Top 10 most wanted gadgets this year

Top 10 most wanted gadgets this year

The onboarding experience has a lasting impact on customers’ perception of your connected device. It’s often a customer’s first interaction with your product, or even your brand. First impressions matter and expectations are high. With the increasing amount of...

Android Nougat is about to hit support channels

Android Nougat is about to hit support channels

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....

How to use content marketing to help customers

How to use content marketing to help customers

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.
McKinsey: Digitalize the simple questions

McKinsey: Digitalize the simple questions

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.
How to improve first contact resolution

How to improve first contact resolution

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.
Be ready to provide iOS 10 support

Be ready to provide iOS 10 support

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.
Use online self-service traffic for upsell

Use online self-service traffic for upsell

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.
Sustainable revenue growth for MVNOs

Sustainable revenue growth for MVNOs

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.
How to reactivate sleeping MyOperator app users

How to reactivate sleeping MyOperator app users

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.
A guide to make mobile security a competitive differentiator

A guide to make mobile security a competitive differentiator

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.
4 Steps guide to improving UX

4 Steps guide to improving UX

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.
Getting social customer service right

Getting social customer service right

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.
3 Proven customer support strategies for VAS

3 Proven customer support strategies for VAS

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.
How to Cut NFF returns in Triple-Play support

How to Cut NFF returns in Triple-Play support

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.
Top 10 iOS 9 Problems Increasing Customer Service Costs

Top 10 iOS 9 Problems Increasing Customer Service Costs

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.
5 Practical Ways to Reduce Customer Effort (and Churn)

5 Practical Ways to Reduce Customer Effort (and Churn)

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.
McKinsey: Discover Quick Wins With Customer-Led Design

McKinsey: Discover Quick Wins With Customer-Led Design

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.
MyOperator app trends for 2016

MyOperator app trends for 2016

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.
Support Challenges with the Samsung Galaxy S7​

Support Challenges with the Samsung Galaxy S7​

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.
Top 5 Customer Experience trends for 2016

Top 5 Customer Experience trends for 2016

The Samsung Galaxy S7 and S7 Edge will be in the customers’ hands tomorrow, a smartphone that millions of Android users have been patiently awaiting. Samsung has presented a smartphone loaded with new features and innovative upgrades. The Samsung Galaxy S7 and S7 Edge...

Smartphones anticipated for 2016

Smartphones anticipated for 2016

2015 has shown that Customer Experience has become equally or more important than product and price differentiation in the Telecom industry. When looking to 2016, analysts expect the following key trends: 1.   Mobile First Various analysts expect that in...

2016 Buzzword: Omnichannel Customer Experience

2016 Buzzword: Omnichannel Customer Experience

The Samsung Galaxy S7 and S7 Edge will be in the customers’ hands tomorrow, a smartphone that millions of Android users have been patiently awaiting. Samsung has presented a smartphone loaded with new features and innovative upgrades. The Samsung Galaxy S7 and S7 Edge...

2016 Buzzword: Omnichannel Customer Experience

Help me out of the FAQ jungle!

2015 has shown that Customer Experience has become equally or more important than product and price differentiation in the Telecom industry. When looking to 2016, analysts expect the following key trends: 1.   Mobile First Various analysts expect that in...

Device repair as a competitive differentiator

Device repair as a competitive differentiator

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

Key to MVNO success: digital first

Key to MVNO success: digital first

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.
If basic selfservice is missing, churn will increase

If basic selfservice is missing, churn will increase

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.
Nextel Brazil implements QelpCare

Nextel Brazil implements QelpCare

Operators put the loyalty of their customers at serious risk if customers can’t easily resolve their issue themselves. Being frustrated with the fact that they couldn’t self-serve, customers then contact the call center. The agent then has the difficult task to not only resolve the issue but also to take away the customer’s negative perception about the effort he had to make.
The Effortless Experience: direct customers to the right channel

The Effortless Experience: direct customers to the right channel

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

25% of smartphone users seek online support

25% of smartphone users seek online support

According to a study by McKinsey, operators that excel at online customer support see customer satisfaction increase with 33% and decrease call center traffic with 25-30%. Their high-level advice: make targeted investments, continuously optimize the multichannel experience and support a detailed strategy.
Differentiating your brand by meeting the expectations of tech-savvy subscribers

Differentiating your brand by meeting the expectations of tech-savvy subscribers

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.
Fight the ‘No Fault Found’ handset returns

Fight the ‘No Fault Found’ handset returns

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

Is your call center ready for iOS 9?

Is your call center ready for iOS 9?

Recent research shows that the number of consumers searching on the Internet first when they have a smartphone issue is growing rapidly to over 25% this year. This growth is a clear indication that consumers are moving from the calling the call center to a preference for online selfservice.
Agents don’t feel empowered to resolve issues

Agents don’t feel empowered to resolve issues

Apple announced that iOS 9 will be released on September 16th. It is important for your call center to know what the key changes are, because end-users may call for help when running into - for example - settings issues.
Africa smartphone penetration at tipping point

Africa smartphone penetration at tipping point

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.
Selfservice is nice, but only if it’s top notch

Selfservice is nice, but only if it’s top notch

According to Analysys Mason, the African telecom market will grow on average by 6.7% during the next years. They also expect that mobile data usage will grow four times faster (19.6%) than mobile voice (4.7%), and smartphone penetration will grow to 26% in 2018. MVNO me&you mobile has already entered the market and also Huawei recognizes this opportunity and will ship 2 million devices to Sub-Saharan Africa.
SYKES Enterprises, Inc. acquires Qelp

SYKES Enterprises, Inc. acquires Qelp

Customers are happy to self-serve but expect excellent service through across channels when needed. 85% of customers believe it should be easier to contact their provider while only 13% get a resolution at the first contact. Resulting that 88% of customers would be...

Traffic jam in call centre drives customers to competition

Traffic jam in call centre drives customers to competition

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

New Asian smartphone vendors are surprising agents

New Asian smartphone vendors are surprising agents

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.
Poor online experiences are causing operators churn

Poor online experiences are causing operators churn

After presenting impressive smartphone sales numbers for Q2 (33% up), the Chinese Smartphone vendor Xiaomi expands to Brazil. This is Xiaomi’s first step outside of Asia. Xiaomi devices will almost certainly grab the attention of a major part of the price sensitive Smartphone users. Are your agents and online service channels ready to support your customers with their Xiaomi related issues?
MyOperator app underutilized in customer service

MyOperator app underutilized in customer service

Customers – who largely became dependent on their smartphone – are more often returning their smartphone to their operator for repair and expect a quick and low-cost service. Therefore, many operators struggle with the increasing number of ‘No Fault Found’ returns. Especially if you realize that, according to Strategy Analysis, by the end of 2015 more than 2.5 billion people in the world own a smartphone.
42% of the websites ignore mobile users

42% of the websites ignore mobile users

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...

Help your customers to extend the life of their smartphone battery

Help your customers to extend the life of their smartphone battery

Google announced this year that they would officially consider the mobile friendliness of a website as an integral part of their ranking algorithm for mobile search results. Webcrumbz CEO Ciprian Borodescu has investigated to what extent companies have made their website mobile friendly or responsive to their audience. To find the answer the top 10,000 websites have been analysed on mobile responsiveness. Result: More than 42% of all the researched websites are neither responsive nor mobile friendly.
Welcome to the world, Salt!

Welcome to the world, Salt!

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

Ovum: “12% of the consumers leave their mobile operator because of a poor customer experience”

Ovum: “12% of the consumers leave their mobile operator because of a poor customer experience”

After presenting impressive smartphone sales numbers for Q2 (33% up), the Chinese Smartphone vendor Xiaomi expands to Brazil. This is Xiaomi’s first step outside of Asia. Xiaomi devices will almost certainly grab the attention of a major part of the price sensitive Smartphone users. Are your agents and online service channels ready to support your customers with their Xiaomi related issues?
Google: “Mobile first!”

Google: “Mobile first!”

Customers – who largely became dependent on their smartphone – are more often returning their smartphone to their operator for repair and expect a quick and low-cost service. Therefore, many operators struggle with the increasing number of ‘No Fault Found’ returns. Especially if you realize that, according to Strategy Analysis, by the end of 2015 more than 2.5 billion people in the world own a smartphone.
QelpCare 4.0: mobile first customer service

QelpCare 4.0: mobile first customer service

On February 26th, 2015 Google announced that from April 21st they will be officially considering the mobile friendliness of a website as an integral part of their ranking algorithm for mobile search results. This change will affect mobile searches in all languages worldwide..
Help your customers to limit their data consumption

Help your customers to limit their data consumption

Mobile traffic is increasing daily. More and more consumers are roaming the web on their smartphones and tablets instead of their desktops and laptops. This trend is changing consumer demand, increasingly focussing on a mobile first experience. Having responsive support webpages has become a bare minimum for customer service. At Qelp, we stay away from the bare minimum and focus on the maximize the customer support experience. That’s why we developed QelpCare 4.0.
MWC 2015: what we found at the edge of innovation

MWC 2015: what we found at the edge of innovation

After presenting impressive smartphone sales numbers for Q2 (33% up), the Chinese Smartphone vendor Xiaomi expands to Brazil. This is Xiaomi’s first step outside of Asia. Xiaomi devices will almost certainly grab the attention of a major part of the price sensitive Smartphone users. Are your agents and online service channels ready to support your customers with their Xiaomi related issues?
McKinsey: “New service landscape”

McKinsey: “New service landscape”

April 27th, 2015 marked the rebranding of one of the major players in the Swiss Telco-market: Salt. Salt was previously operating under the brand Orange Switzerland, and now under a new name, logo and identity taking its place in the mobile market in Switzerland.
Meet us at MWC 2015, Barcelona

Meet us at MWC 2015, Barcelona

April 10th, 2015 was the day that many smartphone users had been waiting for: the release of the Samsung Galaxy S6. The advanced specifications and upgraded features skyrocketed the demand: market reports forecast a sale of more than 55 million devices before the end of 2015, including a Q2 sale of 22.2 million devices.
Coming up: Samsung Galaxy S6

Coming up: Samsung Galaxy S6

Last month the independent analyst firm Ovum and Cellebrite - a provider of mobile diagnostics solutions - published a global survey that examined the impact of mobile operators’ customer support abilities on their business. The survey found that in the last year, almost 70% of consumers had experienced an issue with their smartphone. 12% of those who turned to their mobile operator for help would not return to that operator to get their next device based on their service experience.
Qelp speaking at software conference

Qelp speaking at software conference

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

O2 UK implements QelpCare

O2 UK implements QelpCare

Mobile traffic is increasing daily. More and more consumers are roaming the web on their smartphones and tablets instead of their desktops and laptops. This trend is changing consumer demand, increasingly focussing on a mobile first experience. Having responsive support webpages has become a bare minimum for customer service. At Qelp, we stay away from the bare minimum and focus on the maximize the customer support experience. That’s why we developed QelpCare 4.0.
Guided FAQs: diagnostics for smartphone users

Guided FAQs: diagnostics for smartphone users

In December of last year, O2 UK launched the QelpCare selfservice application. Being the first operator in the UK to implement the software, O2 once again shows their dedication to provide their customers the best support possible. "At O2, we truly care about customer...

Rapid smartphone growth among 55+

Rapid smartphone growth among 55+

Solving a smartphone issue becomes so much easier when you know what's causing the problem. Qelp is introducing the next step in self-service: guided FAQs. As the name implies, this application guides the user through a series of issue categories to identify the...

Did you know Net Promoter Score results are influenced by culture?

Did you know Net Promoter Score results are influenced by culture?

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...

Telesur Surinam implements QelpCare

Telesur Surinam implements QelpCare

The Net Promoter Score (NPS) is influenced by the culture of the respondents. Qelp measures NPS for all of their customers and there are clear cultural differences visible. For example, Brazilian people that are exceptionally pleased will (easily) give a '10', while...

First Qelp customer in the Enterprise market

First Qelp customer in the Enterprise market

''The smartphone penetration in Surinam has increased significantly over the last few years'' says Mrs. Brigette van Hetten, Manager Tele G project group. ''Because of that, the calls to our call centers regarding smartphone issues grew as well. With the deployment of...

UPC Hungary chooses Qelp

UPC Hungary chooses Qelp

Last month the independent analyst firm Ovum and Cellebrite - a provider of mobile diagnostics solutions - published a global survey that examined the impact of mobile operators’ customer support abilities on their business. The survey found that in the last year, almost 70% of consumers had experienced an issue with their smartphone. 12% of those who turned to their mobile operator for help would not return to that operator to get their next device based on their service experience.
Moving with SaaS into the cloud: a fast ROI

Moving with SaaS into the cloud: a fast ROI

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

MVNO market: more device bundles, data-only & focus on enterprise

MVNO market: more device bundles, data-only & focus on enterprise

Customers – who largely became dependent on their smartphone – are more often returning their smartphone to their operator for repair and expect a quick and low-cost service. Therefore, many operators struggle with the increasing number of ‘No Fault Found’ returns. Especially if you realize that, according to Strategy Analysis, by the end of 2015 more than 2.5 billion people in the world own a smartphone.
Qelp in Top 25 FD Gazellen

Qelp in Top 25 FD Gazellen

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...

Qelp ranked as fast growing tech company in Europe

Qelp ranked as fast growing tech company in Europe

Employees in enterprises expect instant access with their smartphone to company info and processes. Which needs to be available on Android, iOS, WindowsPhone and BlackBerry, and has to be secure, fast and user-friendly as well.
Qelp #17 in Main Software Top 50

Qelp #17 in Main Software Top 50

Qelp made the Deloitte Technology Fast 500 EMEA 2014 as one of the fastest growing technology companies in Europe. With a revenue growth of 707{308f2acf000b84c4c1d800194d2d9abfa71613ea0f86d6756904f54ff121753f} over the past five years, Qelp was ranked #251...

Qelp in Deloitte Fast50

Qelp in Deloitte Fast50

On March 12, Qelp CEO Wouter Deelman will be speaking at the Software Industry Conference (SINC). In light of this years theme, "Market Development & Internationalization; Competing for Global Leadership", Wouter will be sharing his experiences with breaking out...

Innovation in self-service

Innovation in self-service

Guest blog by Nienke Bloem, CX expert It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant!...

“MVNOs, don’t follow the crowd”

“MVNOs, don’t follow the crowd”

Mobile traffic is increasing daily. More and more consumers are roaming the web on their smartphones and tablets instead of their desktops and laptops. This trend is changing consumer demand, increasingly focussing on a mobile first experience. Having responsive support webpages has become a bare minimum for customer service. At Qelp, we stay away from the bare minimum and focus on the maximize the customer support experience. That’s why we developed QelpCare 4.0.
19% of the Americans rely solely on their smartphone to get online

19% of the Americans rely solely on their smartphone to get online

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...

Qelp winner of White Bull Award 2014

Qelp winner of White Bull Award 2014

Almost most two-thirds of the Americans own a smartphone. Around 19% of the Americans rely on a smartphone for accessing the Internet. This shows the increasing dependency of people on their smartphone. In October 2014 the independent U.S. think tank Pew Research...

McKinsey: 6 steps to a succesful e-care deployment

McKinsey: 6 steps to a succesful e-care deployment

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...

Immediate support: iOS8 & iPhone6

Immediate support: iOS8 & iPhone6

At yesterday's Main Software Top50 award ceremony in Amsterdam, Qelp was listed at position #17 of the Top 50 of fast growing software companies in the Netherlands. The ranking is based on "revenue growth, substance and quality of the company as well as international...

Qelp elected for Deloitte Fast 50

Qelp elected for Deloitte Fast 50

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...

New office in Amsterdam

New office in Amsterdam

At yesterday's Main Software Top50 award ceremony in Amsterdam, Qelp was listed at position #17 of the Top 50 of fast growing software companies in the Netherlands. The ranking is based on "revenue growth, substance and quality of the company as well as international...

Qelp #13 in Main Software Top50

Qelp #13 in Main Software Top50

As of July the first, Qelp has moved to a new office. We have left the Amsterdam canals behind us and set up office in the West part of Amsterdam.
Qelp #18 in Main Software Top50

Qelp #18 in Main Software Top50

Qelp finished as #13 in this year's race for the title of fastest growing software company of the Netherlands. The 93,7 points were just short for the Main Software Top50 title of 2013. This is the second consecutive year that Qelp ranks as one of the 50 fastest...