Real-time Customer Care

Mobile Customer Care Enables Real-Time Diagnosis, Repair and Support for Mobile Users

The ever-increasing numbers of consumers and enterprises switching to the latest and most sophisticated mobile devices pose a significant problem for mobile operators—it is difficult, time consuming, and costly to diagnose problems on these devices. The situation is made worse by the fact that every device vendor has its own interpretation of what services a mobile device should offer. Yet, when customers call for help, they expect to receive quick diagnoses and rapid resolutions to their problems. They certainly do not want to be referred to a user manual or to have to take their mobile device back to the operator’s store or repair center, or to an enterprise’s IT help desk. Operators and enterprises alike need a customer-care solution that enables them to see and resolve device problems remotely.

Today, there is a new approach to mobile customer care that is able to provide real-time remote access to the device. Operator customer care and enterprise IT help desk staff can check the current “vital signs” (coverage, battery level, memory, state, and so forth) and service settings at any time, enabling support teams to rapidly and accurately solve users’ device and service problems. Such a solution provides on-demand visibility into data-service parameters and real-time, in-depth information about device state and service status. Customer care and IT help desk staff receive a complete and up-to-date picture of each device and fix problems over the air.

Real-time diagnostics and customer care capabilities offer a number of advantages:

  • The ability to diagnose and solve problems proactively, over the air
  • Reduced call handling times
  • Improved customer satisfaction
  • Support for a wide range of devices, from standards-based devices to the latest smart devices

Real-time customer care is enabled by the Diagnostics Manager product, part of Mformation’s integrated MDM solution, MFORMATION SERVICE MANAGER™.

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Quote

"Advanced device management is fundamental to ensuring that our WiMAX services work seamlessly and provide a great user experience. The ability to remotely activate, manage and support any WiMAX device — regardless of where it is purchased — will create a compelling proposition for users and a truly open mobile marketplace, allowing customers to purchase their own devices and activate them where, when and however they choose. "
UQ Communications