Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Smartphones + 3G = the perfect storm?WouterDeelman, June 10, 2010<br />
“Mobile” will never be the same …<br />2<br />Yesterday’s user experienceNetwork-centered<br />Todays’ user experienceDevi...
Device and app players emerging as competitors<br />3<br />KPN, Vodafone,T-Mobile, Orange <br />Voice, SMS, Internet<br />...
Agenda<br />4<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
About Qelp<br />5<br />Marketing & customer selfcare apps<br />Operator specific, device centric<br />Picture/experience b...
Customers are mobile operators and MVNOs<br />6<br />
Agenda<br />7<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
Tipping point in online marketing & service is nearing<br />8<br />Smartphone penetration<br />3G Internet usage<br />20%<...
Smartphones are already dominating support in NL<br />9<br />Other phones<br />Smart phones<br />Source: GfK (sales) and Q...
Underlying problem: each phone is different<br />10<br />
11<br />Device fragmentation continues to increase<br />More types of handsets<br />More “smart” devices<br />Firmware upg...
Configuring a phonefor mobile internet…<br />12<br />20 minutes ofoperator cost,subscriber agony<br />“OK, let’s try<br />...
…customers looking beyondthe operator for help<br />13<br />Help via aGoogle search<br />Help from youroperator<br />Help ...
59% Of smartphonecustomersrelyon Google for help<br />14<br />Referring sites<br />Via operator<br />Via Google<br />Sourc...
Agenda<br />15<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
3G/Smartphones will catapult support need/costs<br />16<br />2010<br />2012<br />15-20%<br />2 million<br />Smartphone sha...
SALES DIALOGUE<br />SUPPORT DIALOGUE<br />But online selfcare is also an upsell opportunity<br />17<br />Easieronline than...
Picture-based selfcare impact: > 80% users delighted.<br />18<br />Visualizing device specific, step-by-step user instruct...
Applying SEO on customer support is still new territory<br />19<br />Customer wanders off to Google for support<br />Qelp ...
...let customers help eachother<br />20<br />
Is your smartphone strategy storm proof?<br />21<br />Picture-based selfcare boosts customer satisfaction.<br />Quality se...
Upcoming SlideShare
Loading in …5
×

qelp - Smartphones and 3G internet: the perfect storm?

901 views

Published on

Smartphones and 3G internet: the perfect storm? Presentation by Qelp.

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

qelp - Smartphones and 3G internet: the perfect storm?

  1. 1. Smartphones + 3G = the perfect storm?WouterDeelman, June 10, 2010<br />
  2. 2. “Mobile” will never be the same …<br />2<br />Yesterday’s user experienceNetwork-centered<br />Todays’ user experienceDevice-centered<br />I need a phone that works in the U.S. as well<br />I need a device to stay in touch with my facebook friends<br />
  3. 3. Device and app players emerging as competitors<br />3<br />KPN, Vodafone,T-Mobile, Orange <br />Voice, SMS, Internet<br />Nokia, Apple, HTC<br />Customer<br />Google<br />App stores, includingmusic, navigation and <br />other media content<br />Search + advertising,Gmail, Apps, calendar,<br />contacts, Maps, navigation, Android, Google Nexus, Google Voice<br />
  4. 4. Agenda<br />4<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
  5. 5. About Qelp<br />5<br />Marketing & customer selfcare apps<br />Operator specific, device centric<br />Picture/experience based<br />Application + content<br />Traffic from Google, social media<br />End-to-end, 24/7 managed services<br />Carrier-grade<br />Image: Google Street View<br />
  6. 6. Customers are mobile operators and MVNOs<br />6<br />
  7. 7. Agenda<br />7<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
  8. 8. Tipping point in online marketing & service is nearing<br />8<br />Smartphone penetration<br />3G Internet usage<br />20%<br />Innovators<br /> Early majority<br />Late majority<br />Laggards<br />Early adopters<br />Storm of device and application issues<br />Service = FAQs<br />Marketing = Banners<br />Device, applicationbasedsegmentation<br />Platform = Call center<br />Online<br />On-device<br />
  9. 9. Smartphones are already dominating support in NL<br />9<br />Other phones<br />Smart phones<br />Source: GfK (sales) and Qelp (support issues)<br />
  10. 10. Underlying problem: each phone is different<br />10<br />
  11. 11. 11<br />Device fragmentation continues to increase<br />More types of handsets<br />More “smart” devices<br />Firmware upgrades<br />Second hand phones<br />SIM-free phones via other channels<br />
  12. 12. Configuring a phonefor mobile internet…<br />12<br />20 minutes ofoperator cost,subscriber agony<br />“OK, let’s try<br /> that again.”<br />
  13. 13. …customers looking beyondthe operator for help<br />13<br />Help via aGoogle search<br />Help from youroperator<br />Help viaFriends, blogs/fora<br />Help viaManufacturers<br />Help viaMobile retailers<br />“Time to switch operator?”<br />
  14. 14. 59% Of smartphonecustomersrelyon Google for help<br />14<br />Referring sites<br />Via operator<br />Via Google<br />Sources of traffic to Qelp selfcare application, March 2010<br />
  15. 15. Agenda<br />15<br />Introduction<br />Mobile market perspective<br />Threats and opportunities<br />
  16. 16. 3G/Smartphones will catapult support need/costs<br />16<br />2010<br />2012<br />15-20%<br />2 million<br />Smartphone share<br />Customer base<br />30-40%<br />2.2 million<br />Support channel usage% of customers<br />Euro 8per contact<br />Call center<br />Online<br />Euro 7per contact<br />Euro 0.20per contact<br />Euro 0.25per contact<br />Best<br />Average<br />Best<br />Average<br />Estimated support costEuro million<br />Bestpractice<br />Averagepractice<br />Bestpractice<br />Averagepractice<br />
  17. 17. SALES DIALOGUE<br />SUPPORT DIALOGUE<br />But online selfcare is also an upsell opportunity<br />17<br />Easieronline thanin a callcenter<br />“click”<br />START<br />“click”<br />“click”<br />“click”<br />Example:25% of visitors to page on Internet settings clicked on a link about more information on faster connection speeds<br />“click”<br />“click”<br />FINISH<br />“click”<br />“click”<br />
  18. 18. Picture-based selfcare impact: > 80% users delighted.<br />18<br />Visualizing device specific, step-by-step user instructions<br />
  19. 19. Applying SEO on customer support is still new territory<br />19<br />Customer wanders off to Google for support<br />Qelp SEO returns them to the operator site<br />
  20. 20. ...let customers help eachother<br />20<br />
  21. 21. Is your smartphone strategy storm proof?<br />21<br />Picture-based selfcare boosts customer satisfaction.<br />Quality selfcare is an upsell opportunity!<br />Apply SEO, social media, funnel optimization.<br />Wouter Deelmaninfo@qelp.comwww.qelp.com+31 (20) 820 2240<br />

×