Comments on: Google beats mobile operators at the customer care game

By: Andrew Soper

Andrew Soper — Thu, 04 Jun 2009 10:12:17 +0000

I can vouch (as a consultant that works with companies like WDSGlobal and the operator community) that it is important to making a successful conversion from large contact centre’s to a blended support experience that’s commercially manageable for the opco’s future. Knowledge management (through systems like GlobalMine) is core to a successful support experience, and its imperative that self service content is dynamic, relevant and easy to find.

By: Chrisjan de Weerd

Chrisjan de Weerd — Wed, 03 Jun 2009 10:11:34 +0000

Nice story.

I can endorse that making use of Qelp, significantly reduces the number of calls the our Call Center. Using the Qelp solution, mobile users can easily provision the phones with the right settings.

The big operators really don’t understand what pain customers have to go through in order to get mobiel internet to work. The way mobile internet is working and how handsets need to be provisioned proves that.

Finding the right settings using Google and Qelp will definitely increase mobile handset usage!

By: Barbara Ballard

Barbara Ballard — Mon, 01 Jun 2009 08:20:20 +0000

Seconded. When I was working at an operator, mobile self-care user experience and functionality had a huge ROI. Despite this, we couldn’t get great technical support due to delivery and database issues. Glad to see this is changing.

By: ssanyal (Shayan Sanyal)

ssanyal (Shayan Sanyal) — Wed, 31 Dec 1969 23:59:59 +0000

via @visionmobile: Google beats mobile operators at the customer care game http://tinyurl.com/ksbmbo - @BaskarG, @sdorbala - recommended.

By: Computer

Computer — Thu, 01 Jan 1970 00:00:00 +0000

But most end-users dont bother visiting the website of their mobile provider for support, let alone dialing its call center… View original here:Google beats mobile operators at the customer care gameSocial Bookmarking