The mobile industry is facing a new set of challenges that require new ways of empowering the customer. The marketplace is increasingly relying on data revenue at the same time that devices are becoming more complex. Mobile operators, device OEM’s, and retailers must now prioritize keeping customers engaged with the fantastic array of new services and applications that are becoming available, this while keeping the cost of servicing customers down. While these challenges may be new to the mobile industry, they are not new to other industries such as banking and travel that have migrated their primary front line of contact to automated solutions. The answer lies in empowering customers through intuitive, powerful self-service tools online where customers can discover, set-up, and manage their mobile.

By providing a parallel device online as the customer’s touch point throughout their lifecycle, we create an intuitive way for the customer to:

• resolve their own issues without calling customer service

• discover and buy new services, applications, and content

• share learnings and preferences with others



The Clonefone Personal Device Portal (PDP) enables mobile operators, device OEM’s, and device retailers to increase customer satisfaction, decrease customer care costs, and increase adoption of advanced services, applications, and promotions throughout the customer lifecycle.



Key features

Intuitive Navigation Interface - The user can navigate the PDP through keyword search, menus, guided tours, or free form navigation. The different forms of navigation make it possible for novice users and experienced users to both derive value from the PDP through a common look and feel.

Interactive Virtual Device - An online replica of the users device behaves like the real thing. The virtual phone can be tied to landing pages, applications, and interactive tutorials elsewhere in the PDP interface. This capability to tie states of the phone to content and applications in the PDP provides a richer experience and greater context for the user.

Marketing and Promotions - Designated places in the user interface where users can receive contextually relevant offers and promotions. Promotions and offers can be made specific for the device (e.g. only promote applications and content that are relevant for the particular device) or for the lifecycle stage of the customer. For example, new customers might be welcomed with an offer as part of “getting started” with their device while long time customers might be offered a device upgrade if they are eligible.

Integrated Mobile Applications - Web-based interfaces to popular applications such as contact management and navigation to set-up and manage your mobile applications. Users no longer have to “triple-tap” their contacts or locations, but can use a full keyboard and mouse via the PDP.

Custom Branded and Configurable User Interface - Mobile operators and device OEM’s can place pre-existing brand identity and site look and feel in the PDP user interface.

Content Management Tools - An online administrative interface for product managers and care agents to create and manage PDP content such as landing pages, interactive tutorials, FAQ’s, and Tips and Tricks.

Reporting - Product Managers can get usage reports that show what areas of interest are the greatest amongst users. Product managers can see how long users are spending in given subject areas as well as what search terms they are searching upon.

Interactive Device Self-education - Self-service tutorials can be developed and provided for end users to resolve their own issues. The tutorials are step-by-step and interactive with the virtual device. All interactive tutorials also have a dynamically generated downloadable version so that it can be saved or printed by the end user.

See interactive device self-education in action.