FAQ

Mobile SupportWare consists of a set of tailored applications with customized device support content. The main challenge of deploying such a solution is not the initial application development (most people get it right in the 2nd or 3rd attempt), but to ensure that support content continuously evolves, stays up-to-date and always reflects the current set of devices and services offered to the end user. Eventually, it is a service because we run it for our clients so that they can concentrate on the core of their business.

WorldManuals supports the devices that our clients are selling. This includes all main mobile handsets from all players in the industry as well as devices such as USB and PC data cards and wireless routers. Devices may be "vanilla devices" or "signature devices".

No. All device support content is customized to reflect client settings and services, price plan requirements and does also take firmware customization (signature devices) into account. As such, each set of content is unique to the client.

WorldManuals supports the languages that our clients work with. It is one of our core competences not only to provide content in the right language but also to get the corporate flavour of our client right.

The initial development of a solution, depending on the scope of applications and initial content, typically takes three months from signature to launch.

Limited resources are required during the initial project. The WorldManuals project team will initially analyze and document settings and service in addition to apply look'n feel and usability guidelines to the agreed set of applications. Most of the work done by our clients during the initial project is related to approval of content and design. In addition to this we liaise with IT to get security and access elements implemented.

After initial launch we enter into what we refer to as "cruise mode". During this phase we add content as new devices are released to market according to client launch plans. If changes occur to settings and service, they are communicated to WorldManuals after which we will update content accordingly.

A solution may be hosted by WorldManuals (most clients choose this model) or by the client itself. Application response time and availability are continuously monitored, and locations of hosting centers are positioned in such a way that the services at all times are compliant with the SLA and contract.

A project to deploy Mobile SupportWare is a customer service project not an IT project. Involvement from IT is important to get access to applications implemented according to client security directives. However, as no integration with other systems is required to run the applications, the total involvement from IT is limited.

Yes. A sophisticated statistical tool is always part of a Mobile SupportWare solution. This tool provides you with detailed statistics regarding content and application usage across date ranges and support channels. As such, it becomes a valuable tool to assess ROI.

Pricing for a Mobile SupportWare solution is divided into initial costs (to launch the solution) and an annual service fee (running cost of the solution). Initial costs consist of application development and customization and initial content development. Annual service fee is calculated based on network subscriber base and an annual content framework.

Once content has gone through our final quality inspection and has been put online, it does not stay static. Any change to services or settings affecting previously published content is reported to WorldManuals. We then update the documentation and the affected content, ensuring consistency and accuracy.

A Mobile SupportWare solution does not require integration to work and bring benefits. Having said that, we are working with numerous system integrators and providers of complementary solutions within the industry to ensure the best user experience and ROI. The desired level of integration is determined during the initial project phase.

Device support content from WorldManuals is different from the manual supplied by the device manufacturer in the way that it is customized and tailored to the client taking all settings and services into account in order to solve support inquires and ultimately to drive revenue from the network.

Deploying and maintaining an efficient device support solution is not an easy task. Initially, the scope of applications and content needs to address the problems your support organization faces in addition to meet your subscribers' expectations. When the solution has been launched, it needs to be updated and maintained continuously, which is perhaps the most important and difficult task. At WorldManuals we have years of experience in deploying device support applications and keeping content relevant, to-the-point and up-to-date. Working with leading mobile operators around the world ensures all of our clients best-of-breed applications and state-of-the-art content addressing the right problems in the right way.

With the mobile device being the key enabler for generating revenue from the subscribers base, evidently, it is of outmost importance to ensure correct configuration of devices and equally important, to promote and educate subscribers in using as many services as possible in order to increase ARPU.

An implementation of Mobile SupportWare provides a range of tangible and intangible benefits. These may range from a reduction in AHT, an increase in 1st call resolution, a reduction in call escalation, a reduction in call volume due to the availability of device self-service capability, an increase in ARPU and a reduction in training costs and customer and CSR churn. WorldManuals has years of experience in providing our clients with assistance in business case writing and this is naturally a part of our initial discussions.