Online Smartphone Support for MVNOs
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Introduction Mobile service providers including MVNOs have long lived with the burden of being the de facto technical support centre for device manufacturers. Every day, MVNOs have to bear the cost of educating consumers about devices they didn’t even make. And the situation is not getting any easier due to increasing smartphone diversification. On average, three new device models were launched every day during 2014 and that’s only in India. Today, there are over 18,000 distinct Android devices in use globally. Operating Systems offer further fragmentation – Android, for example, has 12 different versions in use. With the rise of bring your own device (BYOD) subscriptions coming into networks, operators’ and MVNOs’ have less control over the device fleet.
Efficient customer care service soon a mission impossible for MVNOs More than 50% of customer care call center calls concern simple smartphone related questions. Handling and solving the smartphone related cases by phone is now a highly demanding task for care agents and with increasing diversity of device models or operating systems on the market, their support task gets more complex by the day. This vicious circle increases OPEX, deteriorates customer satisfaction and eventually decreases MVNOs’ revenues.
Great customer service is a competitive advantage 67% of MVNOs invest in better customer service in order to increase revenues, not only to decrease care costs. For today’s mobile subscribers, better customer service usually means having easy self-care tools, which help them to solve their problems whenever, wherever. It also means a knowledgeable customer care service is able to provide help on the first call, without the need for a follow-up call.
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Tweakker Solution: Online smartphone support Tweakker online smartphone support minimizes the burden of smartphone problems for your MVNO business. It proactively drives customers with smartphone problems into your Device Guides online self-care portal where they solve their problems, whenever and wherever. At the same time it turns your customer care agents into smartphone gurus capable of solving any smartphone problem during the first call without a need for follow-up! The flexibility offered by an easy-to-use self-care portal makes your customers’ lives easier. Moreover, an efficient and knowledgeable call center service will save your customers’ time. In short, great online smartphone support increases customer satisfaction and results in a higher Net Promoter Score. Additionally, an efficient online smartphone support enables MVNOs to differentiate from competitors through better customer service and save OPEX by reducing load on customer care centers.
Tweakker Device Guides Tweakker online smartphone solution for MVNOs is centered on Device Guides, an online smartphone knowledge page. Device Guides provides a wealth of intuitive visual how-to guides for solving the most common smartphone related problems on all the commonly used smartphones globally. It provides rich capability information and online manuals for the devices. For every step of the customer lifecycle, Device Guides is the ultimate smartphone knowledge base for self-care, customer care and retail. It helps in getting new customers on-boarded with your services, troubleshoots smartphone related issues and also promotes new services. When customized with your brand look and feel, Tweakker Device Guides becomes a personalized extension of an MVNO’s website.
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Intuitive and rich help content – Customize with your own content With every new launch or operating system upgrade, smartphones get new and more complex features. And for users, this means using even the most basic functionalities of their handsets becomes more difficult. At the same time, customer care agents need frequent training in order to stay up to date with new handsets. As a result, users and care specialists often end up searching for help online from diverse sources and that most of the time are inaccurate. Based on an extensive research, Tweakker identified the main issues users have with smartphones and created the world’s easiest online help guides, Device Guides, for solving those issues. To maximize the usability and intuitiveness, the help content is provided for the top 25 smartphone issues. The help content is frequently updated based on a continuous behavioral statistics in order to maintain content as relevant as possible. Device Guides explains how to setup, use, personalize and optimize a smartphone. It gets everyone on-board with applications and services such as Facebook, Viber and Deezer. And if that’s not enough, MVNOs can also add their own content thanks to the Device Guides’ optional Extend & Customize package. Rich online smartphone knowledge base Intuitive usability, responsive user interface Covers 98% of the commonly used smartphones Multi-channel application Multi-language support Search-engine optimized
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Top 10 most needed smartphone support topics on Device Guides. “How to setup Internet” was the problem that most bothered people in 2015.
Use Set up phone as roaming modem Secure 4% 5% phone 5% Backup phone 5% Extend battery life 6% Import contacts 9% Set up MMS 10%
Update firmware 14%
Set up internet 27%
Switch between 2G/3G/4G 15%
How to build a lean Tweakker online smartphone support flow? Our online smartphone support solution takes Tweakker Device Guides online smartphone knowledge base and gears it up with smart messaging and Internet techniques enabling you to minimize the burden of smartphone related issues on your MVNO business. Tweakker online optimized support process drives customers proactively to self-care and at the same time equips call centre agents with help tools so that they solve any incoming smartphone issue in no time. Promote self-care Often the most difficult part of self-care portals is to get customers using it. Tweakker online smartphone support solves this through automated self-care promotion messages to your new customers. Customizable SMS including a direct link to Device Guides self-care portal is sent automatically to all your new subscribers right after they have been on-boarded. After receiving the message, the customer knows exactly where to find the world’s easiest smartphone help whenever in need of it! Internet optimized help When in trouble people first try their luck through an Internet search, often without success. Tweakker Device Guides makes sure your customers are not left without your support when they search help in the Internet. Tweakker search engine optimization displays solutions to your customers’ questions among the top Google search results and brings them to your website self-care portal. Each smartphone problem is consequently turned into a profitable customer engagement opportunity! Online self-care Tweakker Device Guides embedded into your website creates one place for total smartphone help allowing your customers to solve their smartphone issues whenever and wherever without the need for customer care assistance. Tweakker Device Guides customized with your brand look-and-feel increases relevancy of your website making customers return time and again! Efficient call centre Helping customers with ever more complex smartphone issues over the phone is becoming the worst nightmare of any call-center agent. With Tweakker Device Guides at their fingertips, they become smartphone gurus able to solve any issue during the first call. By a click of a mouse an agent triggers an over-the-air APN setup, or sends a link to the correct self-care help page over SMS or email making solving smartphone problems a breeze! Smartphone support won’t get any more efficient! spirent.com | 5
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Device Guides Self-care Mode
Drive Self-care use proactively With an online self-care smartphone support solution, customer care agents can spend more time dealing with more complex questions that demand a one-on-one approach. Most times, customers would prefer to use an online support service, yet if they are not aware of its existence that can be problematic. An automatic or bulk welcoming messages to new and existing customers can efficiently stimulate self-care easy access and usage.
Your self-care within the top Google search results In this always-connected world, when end-users are puzzled by a smartphone issue, they first go online and try their luck through internet search, often without success. Tweakker Device Guides make sure that customers are not left without your support when they search for online help. Tweakker’s search engine optimization ensures that all your customers searching for help to smartphone questions among the top search engines brings your customers to your website. Each smartphone problem becomes a profitable customer engagement opportunity!
Embed it into your website Device Guides embedded into your website with your brand look and feel boosts the relevancy of your website and makes customers return. The 25 most important help topics for the world’s 98% most commonly used smartphones enable your customers to solve their smartphone issues whenever and wherever, without the need to call the customer care.
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Device Guides Customer Care Mode
Turn your agents into smartphone gurus The rich smartphone knowledge base with the 25 most important help topics for the world’s 98% most commonly used smartphones enables your customer care specialists to help your customers more efficiently and accurately. With Device Guides at their fingertips, they are able to solve any incoming smartphone issue with great selfconfidence during the first call, without a need for follow-up call.
Convert a care call into a self-care experience 50% of calls to customer care relate to simple smartphone related “How-to” questions, which are time consuming to solve on the phone. Device Guides allows customer care specialists to direct those callers to the best possible source of smartphone help. They can simply share the link to the Device Guides self-care portal via SMS or email.
Fastest way to complete “how to setup my device” cases - send OTA settings while handling the call When a customer calls your customer care call center with a question about how to set up their device, Device Guides become the best friend of the service specialist. Simply by typing in the customer’s phone number and clicking OK the service specialist is able to trigger over-the-air (OTA) device setup. Fast and easy OTA device setup straight from the self-care or customer care platform increases customer satisfaction and call center efficiency. Tweakker Device Guides is the only product on the market to support over-the-air auto-configuration also for iOS handsets.
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Extend and Customize your Device Guides Tweakker Device Guides provides MVNOs ways to expand the value of Device Guides investment. Deep and short linking possible with API One of the best features in Device Guides to reduce customer care call handling time is the ability to convert any care calls into a self-care session. In practice, the agent identifies the caller’s problem and device model and sends him a URL link to the Device Guides self-care portal. The link is delivered to the customer over SMS or email. With the API, the link is converted into a short link. When the customer opens the link he is directed to the MVNO’s Device Guides self-care portal. Deep linking takes your customers directly to the help topic they need including the correct device model and the right language! Thanks to this functionality, call center agents don’t have to spend time explaining solutions over the phone. Add your own content MVNOs are able to add their own help content into Device Guides to better match their customer needs. The content creation toolbox is an effortless, easy to grasp editor, which can be used without Tweakker’s assistance. 1. Edit an existing guide. You can customize a existing guide, by adding new steps, overwriting or even deleting existing ones 2. Add a new how-to guide. When building a new guide, you get a multitude of options to make it look as envisioned. You are able to add text for each new step or headline and insert images via an upload button or through drag and drop. When creating visual guides, by adding pointers, text labels and patches will help you direct users through the how-to guide. A link to a video guide can also be attached. 3. Copy an existing guide. To save time, any available help guide content can be re-used. All visual and video guides can be copied to a new device, switched to a new language or even pasted to a new guide. In addition, you can copy one guide to other OS versions across all devices.
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How to deploy Device Guides Once an MVNO signs up for Tweakker Device Guides cloud service, the deployment is a quick and easy process that requires a few steps and you’re ready to go typically in a few weeks. 4. Customize to your brand look and feel. Device Guides becomes your one stop smartphone help center and a personalized extension of your website. To achieve this, we offer several branding options: you are able to customize your Device Guides with your logo, fonts and colors. In addition, you can name the platform as best suits you. 5. Customize with your network specific settings. To maximize your Device Guides effectiveness, some of the help guides require your own network specific information, such as APN and MMS settings. Although this step is optional, it is highly recommended. Embed into your website. Device Guides is easy to integrate into any website with the help of iframe technology. We have chosen this standard technology as most web developers are familiar with it and because it supports multiple implementation methods to choose from. All provided iframes come fully responsive.
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Device Guides key advantages Covers 98% of the most commonly used smartphones worldwide Tweakker Device Guides provide rich and intuitive smartphone help content for 98% of the most commonly used smartphones worldwide. Top 25 most important help topics per device The number of visible help topics is limited to 25 to maximize easy usability for all screen sizes. The top help topic list is frequently monitored and updated based on up to date behavioral statistics. Device Guides is renowned for its clean and simple user interface and the same great help content is available in both self-care and customer care modes. Device capability specifications and user manuals for all devices Each device page includes embedded device capability specifications, which are based on Spirent’s device intelligence data with world leading richness and accuracy. Original user manuals are seamlessly embedded on the device help content pages. Unparalleled Customer Care efficiency features Device Guides offer MVNOs unique features, which increase call center efficiency. By a click of a mouse, an agent triggers an over-the-air APN setup to the caller’s handset. Or, simply sends the caller a link to the correct self-care help page to avoid lengthy phone discussions! Smartphone support will never be more efficient! Unique auto-configuration for iOS devices Apple iOS does not support automatic over the air device setup and hence increases MVNOs’ customer on-boarding costs. Tweakker’s unique iOS auto-configuration gets Apple devices quickly configured with correct APN settings. Customize for your needs Content creation toolbox enables MVNOs to expand their Device Guides by adding own help content be it a specific device model, local value-add service or an App.
Search engine optimized smartphone help New guides in 0-2 weeks from device launch Real-time behavioural statistics Start without upfront investments - pay-as-yougrow monthly fee!
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Product Packages To match different types of MVNO needs, Tweakker online smartphone support solution is divided into packages available from the Tweakker cloud. Please check detailed content at: www.tweakker.com/product-packages Help content packages How-to-guides - Basic How-to-guides - Pro How-to-guides - Expert How-to-guides – Apps How-to-guides - Custom
Choose what help content to include in your Device Guides. The Custom how-to-guides are developed and maintained by Tweakker based on your request.
Use-case options: Self-care Mode Customer Care Mode
Device Guides can be chosen in Self-care mode or Customer Care mode, or both. The chosen help content packages will be visible in both Self-care mode and in Customer Care mode.
Help content languages English (Default), Danish, German, French, Spanish, Swedish, Norwegian, Dutch, Italian, Polish
English is the default language for all help content and several other languages are provided as options.
Customize and extend package: Device Guides deep link web API Add your own how-to content
Expand the value of your Device Guides investment through the Customize & Extend package.
Tweakker Cloud Service – Default
All Tweakker cloud services come with full cloud operation and maintenance, frequent software updates and daily device database updates. Remote technical customer support provided during office hours.
MVNO Genius Consultation – Optional
Hire Tweakker’s MVNO expert consultant to get access to Tweakker’s vast MVNO knowledge and best practice solutions from all over the world. MVNO Genius helps to secure your new MVNO a successful start, or boost the performance of your ongoing MVNO business.
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About Tweakker Trusted by over 70 MVNOs, Tweakker is the market leader in MVNO connectivity and smartphone support solutions. Through its Device Intelligence Cloud, Tweakker ensures MVNOs ultimate operational efficiency, rapid revenue uptake and an ability to differentiate through greater customer service experiences. The solutions include: APN configuration for customer on-boarding, Device Guides – an online smartphone knowledge base for selfcare, customer care and retail and rich and accurate device analytics data for business intelligence and marketing. All Tweakker Cloudbased solutions feature an ultra fast deployment and cost-efficient operation. Tweakker is part of Device Intelligence Business Unit at Spirent Communications plc.
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Are you ready to join the 67% of the MVNOs with stellar customer service? Contact Tweakker today and take advantage of our MVNO success formula. Email:
[email protected] Try Device Guides online demo at www.tweakker.com/dg.
© 2016 Spirent. All Rights Reserved. All of the company names and/or brand names and/or product names referred to in this document, in particular, the name “Spirent” and its logo device, are either registered trademarks or trademarks of Spirent plc and its subsidiaries, pending registration in accordance with relevant national laws. All other registered trademarks or trademarks are the property of their respective owners. The information contained in this document is subject to change without notice and does not represent a commitment on the part of Spirent. The information in this document is believed to be accurate and reliable; however, Spirent assumes no responsibility or liability for any errors or inaccuracies that may appear in the document. Rev A | 04/16
