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Web-Based Mobile Customer Care Calling Time on Call Centres?
Web-Based Mobile Customer Care Calling Time on Call Centres?
Results PR's technology division has been tasked to change the fundamental way the mobile industry provides customer care
Results PR's technology division has been called upon to change the fundamental way that the mobile industry provides customer care, replacing Far Eastern call centres with less onerous and a more effective web-based support solution.
Client
Tweakker A/S of Denmark has become the business partner of MVNOs, service providers and content providers in just a handful of months, providing them with an Application Programming Interface (API) for their customers to gain online access to the largest database of phone guides and videos available on today's market. Tweakker’s database also includes mobile guides in more than 30 languages and coverage now spans 114 countries and the networks of more than 350 mobile operators.
Tweakker A/S of Denmark has become the business partner of MVNOs, service providers and content providers in just a handful of months, providing them with an Application Programming Interface (API) for their customers to gain online access to the largest database of phone guides and videos available on today's market. Tweakker’s database also includes mobile guides in more than 30 languages and coverage now spans 114 countries and the networks of more than 350 mobile operators.
By enabling mobile users to quickly download their favourite settings and bookmarks to enjoy the full functionality of new or replacement phones, Tweakker’s business customers have seen a 50% improvement in pick-up of new Internet services. Importantly, they’ve also seen customer care costs being slashed from an average of $10 per call via call centres to just 50 cents thanks to Tweakker’s online disruptive technology.
Initial Campaign
From the outset, Results PR aimed to position Tweakker as the business partner-of-choice of MVNOs, service operators and mobile content providers and launched the first business release headed "Tweakker, Mobile Ombudsman." The release was a hard-hitting statement pointing out to the mobile industry that it was losing over $10 billion each year in lost revenues and rising customer care costs and advised that Tweakker would soon launch a solution.
From the outset, Results PR aimed to position Tweakker as the business partner-of-choice of MVNOs, service operators and mobile content providers and launched the first business release headed "Tweakker, Mobile Ombudsman." The release was a hard-hitting statement pointing out to the mobile industry that it was losing over $10 billion each year in lost revenues and rising customer care costs and advised that Tweakker would soon launch a solution.
The coverage achieved from the mobile press over the five continents from that first release set the scene for a follow up product release announcing the availability of its Over-the-Air API. This service enabled MVNOs, service providers and content providers to buy low-cost access to Tweakker’s service and develop a web interface to be bolted on to their websites for seamless customer care.
At a stroke, the mobile industry had an instant solution to improve falling average revenues per user (ARPU) and Tweakker’s phones never stopped ringing from that point.
Just four months later, Results PR announced that Tweakker had reached its first milestone - more than 500,000 people of mobile operator customers had used its API to connect their mobile phones to the Internet saving operators an estimated $4.75 million in customer care calls in the process.
Results
The campaign proved a stunning success and many of the most influential mobile magazines quickly put Tweakker on their radar screens thanks to Results PR’s reputation and standing with the technology and mobile press. Coverage and opinion pieces generated included such leading titles as GoMo News, Fierce Wireless, Mobile Europe, Mobile Industry Review and Mobile Marketing Magazine and many, many more. The international daily press such as US Today also took up the Tweakker story, as did several daily Danish newspapers and hundreds of blogs and social networking sites.
The campaign proved a stunning success and many of the most influential mobile magazines quickly put Tweakker on their radar screens thanks to Results PR’s reputation and standing with the technology and mobile press. Coverage and opinion pieces generated included such leading titles as GoMo News, Fierce Wireless, Mobile Europe, Mobile Industry Review and Mobile Marketing Magazine and many, many more. The international daily press such as US Today also took up the Tweakker story, as did several daily Danish newspapers and hundreds of blogs and social networking sites.
Tweakker Walks the Results PR Talk
“We selected Results PR to launch and develop Tweakker’s Over-the-Air mobile connectivity service because of its unrivalled outreach to editors in the mobile B2B space,” says Dennis Juul Poulsen, Tweakker’s business manager. “In our opinion, no other PR agency has such deep understanding of technology and its benefits as Results PR or the capability to deliver quality coverage from the world’s mobile media.”
Forward Activity
Indicative of rising demand for its API, Results PR forward activity for Tweakker has been expanded significantly and now includes monthly business announcements, contacting editors regularly with Tweakker comment on industry issues, a programme of 1/1 interviews with key editors, pitching story ideas for upcoming editorial features, and proposing Tweakker’s management as keynote speakers at industry events.
Results PR contact
Call Us
If you’d like to explore how your company can also gain business advantage with Results PR and can get your company and products on the radar screen of technology editors across North America, EMEA and the Far East, please call Hugh Paterson, managing director of Results PR (Scotland). Hugh can be reached on telephone +44 (0) 131 553 9388, or by email hugh [dot] paterson
resultspr [dot] co [dot] uk (hugh [dot] patersonresultspr [dot] co [dot] uk).
resultspr [dot] co [dot] uk (hugh [dot] patersonresultspr [dot] co [dot] uk).