Telenor’s Norwegian opco has signed up MVNO cloud company Tweakker to help it cut the number of calls it gets to its contact centres.

The operator is piloting the vendor’s Device Guides solution, which offer consumers how-to guides and manuals designed to resolve device and service issues.

Mobilethink-owned Tweakker said it hoped to encourage almost one million Telenor Norway subscribers – one-third of its mobile subscribers base – to use its self-care support services.

In turn, this would cut calls to the contact centre by 30 percent, the vendor claimed.

Last year, Tweaaker claimed its Device Guides saved its 100-plus MVNO customers a collective $40 million in support costs.

Telenor Norway's Christina Endresen, Director of Customer Operations and Support, said: "Telenor Norway plans to move customer care away from brick buildings to the cloud.

"By having a Device Guides portal, care agents can easily direct the many calls they receive to the self-service solution or send the guide to the customer via SMS and email."

In the first six months of the year, Telenor Norway saw mobile revenues fall to NOK7.25 billion from NOK7.33 billion in H1 2016.

Pierre Hagendorf, CEO of Tweakker’s Cloud Service, said: "Gone are the days when all users wait in lengthy calling queues for support."

Other operators are taking different approaches to achieve the same goal.

Vodafone UK has launched a chatbot called TOBI this year as part of a wider customer experience push, for example.

Read more: Reinvent customer experience through digital transformation


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