T-Mobile USA rolls out on-device app for customer care.

"T-Mobile USA Inc. announced it will install a do-it-yourself customer-service application from Nuance Communications Inc. on 'select' handsets, which the carrier said will allow customers to solve common service and handset problems without contacting the carrier’s customer-service representatives. The offering is an effort to offload sometimes costly customer-care calls."

Nuance to Acquire SNAPin Software.

"Nuance today announced a definitive agreement to acquire privately-held SNAPin, a provider of mobile device and server self-service technology. With the strengths and resources of Nuance and SNAPin, the combined organization can deliver innovative, highly scalable mobile customer care solutions that transform the way mobile operators and enterprises interact with consumers in real-time on mobile devices."

Self-help for cellphones.

"While large wireless carriers pour hundreds of millions of dollars into answering their subscribers' needs and solving their problems, companies like LogMeIn Inc., which allows problem smartphones to be taken over remotely by technology professionals, and SNAPin Software Inc., which automates most of the common customer complaints, are finding an opening...

For the cellphone industry, costs from customer complaints can add up quickly. On average, a customer will call four or five times a year, at a cost of $12 a call, according to Roger Entner, head of the communications practice for IAG Research.

Paying $48 to $60 a subscriber for customer care is a significant cost for major players, and Mr. Entner says customer care is among a carrier's top three expenses."

SNAPin powers T-Mobile's customer service portal.

"When a T-Mobile subscriber calls 611 while using a SNAPin-enabled handset, SNAPin's software will capture the call and bring the caller to a menu screen with frequently asked questions, troubleshooting and other tips and tricks. The portal allows T-Mobile subscribers to automatically configure handsets, deliver step-by-step instructions, make account inquiries and pay bills."

SnapIn raises $6.3 million.

"We have landed a tier-1 carrier in the U.S. to a multi-year deal, and the first phone with our software will be available nationwide in a few weeks... We're doing two commercial pilot deployments in the UK right now, and another one in Spain."

SNAPin, chosen by FierceWireless as a Top Wireless Company 2007.

"SNAPin's software is embedded or ported OTA to a handset and can be toggled on or off, but when activated a customer can check his or her account status in real-time since it links directly to a carrier’s back office. Also, if someone is having trouble with a phone, SNAPin's troubleshooting software comes into play when a subscriber dials customer service: The software immediately runs diagnostics on the phone and updates its firmware with a patch if need be. If the problem cannot be solved automatically, SNAPin's software sends a report to the carrier's customer service and routes the call to the call center saving all parties the hassle of trying to explain the issue."

Related: "And the 2007 Fierce 15 winners are...
* Ecrio
* Gogomo
* Integrated Mobile
* Interop Technologies
* iSkoot
* JumpTap
* Metrico Wireless
* Millennial Media
* Neonode
* Obopay
* Omnilink Systems
* SNAPin
* Sonopia
* TeleNav
* Tensorcomm"

SNAPin.

"SNAPin isn’t a sexy, in-your-face application, but works almost unobtrusively in the background on your handset. It’ll be put on your phone by your operator and it’ll simply help you get the most out of your handset... If SNAPin detects the wrong settings, it’ll just fix them with an Over The Air (OTA) update. You can even then go and mess them up again and it’ll just quietly correct them. The operator even has the choice of deciding to fix stuff in the background or opting to tell you what a nice company they are as they’ve solved the problem for you... If you dial the operator’s customer service number, your phone prompts you with a pop up menu to help yourself. It offers you choices of top issues like billing enquiries or upgrade options. Then it gives you the information on the phone screen... SNAPin just announced at 3GSM a big trial with UK operator, Orange."

SNAPin gets $13M to stop you from calling a wireless operator.

"Bellevue, WA-based SNAPin Software has raised $13M. Its technology is placed in a cell-phone handset to save wireless carriers money by intercepting common questions from customers and answering them through text messages... We like the fact that the market opportunity is so apparent - a fact that VCs have not missed. SNAPin competes with Bitfone, which has raised $57M, InnoPath Software, which raised $18M, and Red Bend Software, which has raised $8.2M."