Authorized call center agents can detect and repair device related problems remotely, with SmartCONNECT, a Web-Based remote diagnostics solution. Which include customers as part of the resolution process that controls the customer experience and drives overall performance, and efficiency remotely.
Benefits
Enablement
- Factual fault finding of problem statements
- Capable of filtering no fault found devices, suspending returns
- Real-time device analytics assists in coaching mobile/tablet users to realise optimal device performance
- Speedy remedies for software problems
Optimisation
- Enhances returns management systems
- Lowered “cost per serve”
- Factual issue reporting warrants faster repair TAT
- First contact resolution – reduce overall customer service and repair handling times
- One-touch remedy for frequently faced software issues
- Improved throughput and reduced AHT
- Reduced dependency on resource expertise due to platform based diagnostics
Transformation
- Improve the customer service experience
- Trust and promote customer loyalty
- Transform from a people dependent practice to a platform based solution
Features
- Factual Fault finding
- Integrated Business Intelligence & Analytics
- Up to 52 points of on-device thorough and reliable diagnostics
- Backup and restore mobile data
- Multi-platform, symptom-based diagnostics feature
- Remote support and trouble-shooting
- Remote remedy
- Device analytics (both statistics and health)
- Device optimization through Xtune