Spirent Communications’ device intelligence business unit Tweakker announced today that it has won a customer care contract from American mobile virtual network operator (MVNO) GIV Mobile.
The contract enables the MVNO to embed Tweakker’s smartphone Device Guides on its website which seamlessly connect to Tweakker’s cloud. As a result, care agents can now solve any customer smartphone issue from joining its network and throughout the subscriber lifecycle.
GIV Mobile is a new type of cellphone service created by parent company PTEL Mobile, the third oldest no-contract wireless company in the US.
Its Save the World offering provides unlimited plans starting at $20 per month and GIV donates 8% of the monthly plan amount to the charity of the subscriber’s choice. The service has been built around a 4G LTE GSM network that reaches 96% of Americans.
Examples of prominent charities supported by GIV subscribers include the Alzheimer’s Association, Doctors Without Borders, and Action Against Hunger.
As winter and the festive season approaches, these and many other charities will have a new source of welcome revenue from GIV Mobile, now boosted by better customer care through Tweakker Device Guides.
Before Tweakker Device Guides, GIV used to write its own manuals for customer care agents to handle support calls. However, this proved a costly and slow means of supporting the diverse and growing variety of smartphones coming into its network.
With customer care being its founding mantra, the MVNO faced an uphill challenge in producing high quality smartphone support tools in the shortest timeframe.
After just one week in evaluating Tweakker’s Device Guides, GIV and PTel management saw the deep impact that they would have on care agents’ customer engagements and how they can simplify their customers’ lives through easy self-care.
By providing Device Guides directly to subscribers via its website, GIV’s customers effortlessly find the best possible help for their smartphone problems whenever needed. Customers now have the easiest way to update the settings on their own handset online … they just type in their telephone number, click Ok and they’re immediately online with GIV.
Agents would be able to trigger an Over-the-Air (OTA) configuration via SMS when handling a call, which GIV has found is the fastest way to resolve handset setup issues from the call center.
In addition, with Device Guides, agents avoid lengthy discussions over the phone by converting calls into a self-care experience and simply directing callers to the correct place in the self-care device guide library through a link delivered by SMS or email.
“GIV Mobile aims to provide new and existing customers with a care service that is unmatched in America’s MVNO world,” says Omar Abhari, GIV Mobile’s Vice President of Operations.
“Tweakker’s guides enable us to do just that and our care agents will be able to work faster and more efficiently. They will also enable us to slash OPEX support costs, which is very important especially for an organization like ours running its own customer support call centers here in the United States,” Omar said.
Dennis Poulsen, Spirent Tweakker’s general manager, adds: “Tweakker’s footprint in the American MVNO market is growing quickly. With self-care guides providing the ultimate customer experience when joining GIV Mobile, subscribers will be transformed into brand ambassadors leading them to promote the service to their peers which, inevitably, will lead to more subscriptions, more revenues and boost charity donations.”
Tweakker enables MVNOs to radically reduce customer care costs while providing end-users flexible self-care and high quality care experience.
Through its market leading device intelligence library and APN Setup, Tweakker provides MVNOs fast and seamless zero-touch on-boarding for new subscribers ensuring ultimate operational efficiency and rapid revenue uptake. Solutions include: APN setup platform, interactive self-help guides, device analytics, embedded applications and remote application management solutions.