The increasing complexity and growing range of handsets present a challenge for both customers and customer service representatives. Customers experience more problems and place more calls to contact centres. Mobile operators try to keep up with the call volume while the cost of support increases. Often, customer service representatives do not have sufficient knowledge to provide the customer with the support he or she needs. This, in turn, frequently results in numerous returns of faultless handsets.

Main features:

• Based on user feedback and probability, the module efficiently guides the user to the most likely solution to a given problem.
• The module serves as an umbrella for all device troubleshooting - even with solutions ranging outside the scope of Device Manuals.
• The solution is suitable for implementation in any support channel - contact centres, website and retail outlets.

The Device Troubleshooting module enables your customers to find the right solution to specific problems related to device usage. This is done by grouping the problems in topics, presenting the solutions ordered by probability, and linking to related instructions offering further support.

Introducing the Device Troubleshooting module reduces average handling time per device due to more skilled customer service representatives. Moreover, empowering your customer service representatives results in a reduced number of device returns as well as happier customers.