TMTI founder Crispin Thomas (pictured) is looking to capitalise on the growing use of apps and the high cost to networks of running call centres with a new range of technical support apps.
Launched through technical support company TMTI’s Gadget Helpline business, the apps are available for a range of products, including smartphones, iPods and television receivers.
Thomas said there are currently 50 technical support apps available, with up to 1,000 to be launched by the end of the year. It’s adding 5-10 a day and has recently launched versions for the iPad and Dyson’s DC26 vacuum. Apps cost between 59p and £1, with sales of 50 a day being reported. Thomas said he expects sales of 1,000 a day by Christmas.
TMTI has monetised its database of technical knowledge according to Thomas, to provide customer service support for little cost. For networks, Thomas said, a technical support call can cost between £2.50 and £50, and they are finding it increasingly difficult to shoulder this cost.
“The development of the apps has come from the obvious revenues that there are in customer service. Firstly, call centres are expensive for the networks to run and they are looking to reduce the number of calls. Secondly, Apple’s new device has no handbook and all the written support is available online.”
Thomas continued: “Consumers want answers fast without having to flick through a handbook index or being held in a phone system and pressing 1 for this or 2 for that, and the mobile phone industry in particular is grappling with how to give advice cheaply, quickly and concisely based on the handset itself.”
TMTI is also working to develop bespoke branded customer support apps for companies and has recently started working with two major handset manufacturers and two leading retailers, a business area that will be supported by the launch of the company App Developers UK later this year.
Thomas said: “The best thing is that the apps can be created for absolutely any gadget where there is a consumer demand and if companies want to teach people how to use their gadget products, we’re the first company in the world who have got an app for that. If a manufacturer or brand wants us to make an app for them we can accommodate them too.”