Spirent Communications device intelligence business unit has announced that its long-standing device management contract with the Tele2 Group has been extended with Mobilethink to support new mobile virtual network operator (MVNO) operations in Austria.
Since October, Tele2 Austria has been offering a modular mobile product with nationwide coverage including LTE data speed at no surcharge, at competitive rates with the highest flexibility in the market. To ensure smooth customer on-boarding and to manage customer care costs, Tele2 Austria decided to adopt Mobilethink Device Guides into its operations. This involved the MVNO seamlessly embedding the guides into its website with a link to Mobilethink’s cloud.
By providing device guides directly on the website, Tele2 Austria’s customers can effortlessly find the best possible help for their smartphone problems whenever needed. Customer care agents also have access to these smartphone guides helping them to solve any device-related issue in seconds. The guides allow Tele2’s customer care agents to avoid lengthy service discussions over the phone by directing callers to the correct place in the self-care device guide library on the MVNO’s website through a link delivered by SMS or email.
Commenting upon the value of incorporating Mobilethink Device Guides into its care operations, Alfred Pufitsch, CEO Tele2 Austria, said: “Tele2 Austria goes that extra mile in customer acquisition. Having made that investment, it is primordial that customers have the best experience when joining our network and Mobilethink Device Guides will help our care centers to provide just that in the shortest timeframe.”
Lars Houbak, general manager of Spirent’s Mobilethink unit, added: “Tele2 Austria has the stature to become one of the most customer-engaged providers in the Austrian telecommunications market. Mobilethink Device Guides will help the MVNO to further build its customer stature and improve productivity at care centers.”
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