How Telco Operators Can Provide Remote Assistance In Telecom?

February 16, 2021

How Can Telecom Operators Provide Remote Assistance To Customers

Digitization is compelling telecom operators to change their business models and adapt to the new market reality. Due to the rapid changes brought in by latest technological developments, customers’ requirements have increased. Customers today want instant support services. Therefore, to become successful in this highly competitive world, telecommunication companies need to provide a superior experience to customers. This is where device management platform plays a significant role in providing remote assistance to customers.

Leveraging device management solution helps telecom operators to provide remote assistance to customers. It enables companies to resolve issues faced by users instantly and increase customer satisfaction.

4 ways how telecom operators can provide remote assistance to customers?

Visual Engagement

Although text messages and phone calls are great starting points for humanized customer experience, visual engagement tool takes the customer interaction to a whole new level by resolving query effectively and efficiently. Agents can now provide live assistance to customers over a video call. This helps agents to get visibility of devices and accordingly being able to help customers navigate through the next best step for resolving the issue.

Remote Assistance With Augmented Reality

The introduction of Augmented Reality (AR) has brought a visual element to the table which is the key to successful contactless interactions with customers. When a customer needs assistance, then a support agent can instruct the user from a remote location using AR technology for visual guidance.

On Screen Annotations

On screen annotations help in providing better solutions to customers through screen mark ups, additional texts as well as diagrams. During the live video call, customers can point their smartphone towards an IPTV device, a router or other connected device. This helps agent to get real time visibility of the device and show the customer what to do and how to do it using on screen annotations.

Drawings in real time on the equipment can guide customers precisely through a task. AR annotations allow support agents as well as customers to add extra virtual information to the live camera stream.


Co-browsing enables two way browser based interaction, with no downloads required for customers. The support agents can point, click and annotate their customer’ screen with their permission. The co-browsing solution helps to resolve issues faster, thus, increasing user experience.

The tool enables support agents to connect with a customer’s browser or app remotely. Using co-browsing solution, agents can easily identify customer issues and personally guide them in the right direction.

What are the benefits of remote support for telecom operators?

Improve First Call Resolution

Remote assistance enables customers to have access to rapid assistance from any geographical location with an active internet connection. Through a live video call, customers can show the device to an expert using their mobile camera and get assistance in no time.

The visual engagement tool helps to eliminate a long list of diagnostic questions asked by agents to customers over the call. It helps in faster resolution of issues and increases customer satisfaction rate.

Increase Customer Satisfaction

A high FCR is associated with high levels of customer satisfaction. And, the customer is only satisfied if the issue faced by the user can be solved immediately.

Thus, remote assistance allows the customer to show the problem to the agent visually. This helps the agent to suggest right troubleshooting steps to customer to solve the issue and increase customer satisfaction. By obtaining faster, more accurate and efficient resolutions, customers can achieve greater satisfaction.

Reduce Time To Resolve

These remote assistance tools help to resolve issues quickly, leading to a reduction in call duration and frequency. When the support agent is able to visually identify the issue, it improves the speed of resolution. Moreover, it can be more effective as well as interactive by combining with voice, video and live chat.

The tools allow for faster resolution delivery by seeing and knowing the problem. The time saved can be used by agents for other important tasks. This also helps to increase operational efficiency.

Reduce Operational Costs

The real time remote assistance empowers telecom operators to communicate and directly engage with customers for resolving device issues without investing any time to travel and provide support on site.

Moreover, high FCR helps to reduce call volume and brings down overall costs for the operator.

Helping On-field Technicians

Fixing industrial and heavy grade communication equipment is not always easy. Even a small mistake can cost companies a lot. However, with the help of remote assistance tools, on field technicians can get help from expert specialists to fix industrial and heavy grade communication equipment.

Experts can easily guide on field technicians through setup procedures and perform inspections remotely. This does not only allow telecom companies save significant travel costs but also helps to get more operations up and running even quicker and without any travel delays.

How Devicemax Contactless Support Works?

Imagine a customer has bought a new router and is unable to set it up. Then, the agent sends a link to the customer to set up a live video stream. It connects the customer with a support agent who asks for a consent based access of user’s mobile camera. Once the customer grants the camera access, the agent can view the device in real time.

The customer can point the smartphone towards the device. This enables support agent to see the device in real time and accordingly being able to help customer navigate through next best step for resolving the issue. The agent can also use annotations to guide user through complex tasks. It enables support agent to pinpoint and draw on the customer’s screen during live session.


By providing remote assistance to customers, telecom operators can increase user experience. It helps operators to get an edge over competitors with enhanced customer satisfaction that can boost revenue.