News & Blog

With mobile devices becoming increasingly complex to use, the number of distinct device models and OS versions continuing to grow, and the average quality of smartphones in a steep decline, customer care agents have an uphill task in getting customers onboard quickly, efficiently and at the lowest cost.

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With Tweakker’s self-care platform cloud-embedded on local MVNO websites, end users can effortlessly enable data services on their phones. Based on handset capabilities, the right settings are sent over the air within seconds or displayed as step-by-step guidelines.

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Tag’s customer service teams will be able to automate Over-the-Air (OTA) network access point name (APN) settings to get new users on-boarded in a handful of seconds or to send step-by-step setup guides over SMS to users with a handset that doesn’t support automatic OTA configuration.

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Over 51% of Malaysia’s 35 million mobile subscribers now have smartphones and this figure can only rise in the years ahead as feature phones gradually disappear. With a highly-diverse smartphone market, the only way our care agents can handle our growth and on-boarding connectivity issues, as a result, is having access to Tweakker’s how-to Device Guides.

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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.

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