Device Guides

World's easiest smartphone help for the best customer support experience

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Benefits for Mobile Virtual Network Operators (MVNOs)

Slash support costs by letting customers help themselves

For today’s mobile users, better customer service usually means easy to use online self-care tools for whenever, wherever quick resolutions. Minimize the burden of handset issues for your MVNO with Tweakker Device Guides!

Deliver best support experience before subscribers lift a finger

Proactively drive customers to online self-care at every step of the customer life-cycle. Device Guides’ support notifications remind users where to find help, without the need for customer care assistance.

Lift your Customer Care centre’s efficiency with rich help content

As device models multiply, customer service becomes a more complex task. Turn your support agents into smartphone gurus, able to troubleshoot any device issue during the first call without the need to follow-up!

Rich and intuitive visual device knowledge base

Designed to turn mobile operators’ customer service into a competitive advantage, Tweakker Device Guides is the ultimate device knowledge base for self-care, customer care and retail. Its visual how-to guides, rich handset capability information and online device manuals help MVNOs’ customers and call centre agents find quick resolutions to top smartphone and service related issues.

Enghouse Tweakker Device Guides

The world’s easiest online smartphone help.

No setup required

Wow your customers with a well-defined online support process

Turn every smartphone query into an engagement opportunity

In this always-connected world, when faced with a new device- related issue customers will first go online for a solution. Tweakker search engine optimization displays solutions to your customers’ questions among the top Google search results and brings them to your Device Guides self-care portal.

Create the total smartphone help portal within your website

Allow your customers to solve their smartphone issues online whenever and wherever, by embedding Device Guides into your website. Customized with your brand look-and-feel, Device Guides becomes a one place for total smartphone help and increases your website’s relevancy.

Slash lengthy support calls by a click of a mouse

With Device Guides at their fingertips, support agents turn into smartphone gurus and can solve any issue during the first call. By a click of a mouse, an agent triggers an over-the-air APN setup or sends a link to the correct self-care help page! This is the ultimate smartphone support service!

Device Guides Features

How-to guides

The solution provides walkthroughs to the most common problems that users encounter. Internet setup, battery optimization, WiFi setup, and engaging roaming capabilities are few among many. And if you can’t find the necessary guide for your particular issue, you can simply generate your own. You can choose the How-to Guides that best suit your needs from five different product packages.

Create your own custom guides

Content creation toolbox enables you to expand Device Guides content by adding your own help content; be it a specific device model, your value-add service or an App. A web API offers a possibility to fetch specific how-to content for a specific device in the language of choice.

Device specifications and user manuals

Each device page includes embedded device capability specifications, which are based on Mobilethink’s device intelligence data with world leading richness and accuracy. Original user manuals are seamlessly embedded on the device help content pages.

Let customer care send OTA settings & guides directly to subscribers

Unparalleled Customer Care efficiency features in Device Guides offer MVNOs unique features, which increase call centre efficiency. From the click of a mouse an agent triggers an over-the-air APN setup to the caller’s handset. Or, simply sends the caller a link to the correct self-care help page and avoids lengthy discussions over the phone! Device support doesn’t get any more efficient!

Brings customers from Google to your website

In the absence of good online self-care, customers in need of help use Google to solve their smartphone problems. Device Guides is optimized for search engines, so in addition to providing your customers with the best possible solutions, it can help to bring both existing and potential customers from Google to your website.