Mobility can bring serious challenges to providing world-class customer support.

Some typical tools that were useful when customer support was desktop web-driven – such as screen recorders or screen-sharing sessions – are likely not supported by a mobile OS. Besides, most enterprises won’t allow their employee phones to be viewed or controlled remotely.

Today’s Support Needs to See the Customer’s Experience

Mobility piles on new challenges. There is no way to control or effectively limit the choice of devices, form factors, or operating system versions that users may employ.

Additionally, when a support engineer can’t interact within the customer’s environment, it can be difficult to gather the information required for development to code a fix.

In these situations, high caseloads, long fix times, open, unresolved problems, and reduced customer satisfaction are all likely.

The Device Cloud Answers Many Mobility Support Challenges

That’s why many leading customer support groups have chosen the deviceConnect device cloud to break through such challenges. Having dozens or even hundreds of devices instantly available may allow a support engineer to bring up the same device, same version of the app, and same operating system as the customer.

See Customers’ Perspective for Faster Problem-solving

During a support call, a customer service engineer can use a cloud device to quickly zero in on the point of failure. Then the customer and the engineer can walk through a solution to the problem.

Additionally, the session can be recorded for sharing with development or other groups as a valuable problem determination aid.

The solution was exactly what we were looking for and has delivered outstanding results. We have been impressed not only with the technology, but with how Mobile Labs listened to us, worked to understand our goals, and has continued to be responsive to whatever we need.

Chris Dale, IT test and release manager for Simplyhealth​