Simplifying Device Concerns For Agents & Customers with Device & Support Guides

We have one of the largest repositories in the world of 18.000+ devices with 40+ scenarios for each device. This telecom ready device & support guides can be published across your website, self-care app, contact centers to help agents as well as customers in any scenario related to installation or troubleshooting thus making sure that subscribers unleash the potential of devices leading to higher ARPUs

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Looking to address your top call drivers effectively?

Troubleshooting

It’s no news that agents responsible of tech support enquiries have the highest AHT which further leads to higher OPEX costs and lower CSAT & NPS scores. We provide a ready repository of 18.000+ connected devices with 40+ scenarios for each device along with step by step decision trees with visual navigation that helps agents as well as customers to decide the next best action to resolve the challenge

Broadband Support

With superfast network comes a complex on-boarding process. Right from setting up the device, plugging in the right cable in the right slot, installation & device pairing. Save time & money by reducing field visits or long L2 / L3 calls by providing a visual navigation for broadband devices using pictorial guides. Allow agents to remotely diagnose issues related to hardware, connectivity or network and resolve issues on the go

Device Help

From device specifications to fixing handset related issues, customers reach out primarily to their network operators. We’ve got you covered right from detailed specifications to guided steps for device help issues pertaining to initial setup of APN, mailbox configuration, wireless & data settings and more. This repository also includes scenarios for instances where diagnosing is required

Guides for Apps

Network operators have dedicated budgets to develop, maintain & enhance their self care apps. However what matters the most is adoption by customers of these apps. Create gamified visual journeys to explain customers how to make the fullest of your app for scenarios related to bill payments, recharges, e-bill, VAS and other functionalities within the app. This helps in better digital adoption and overall deflecting tickets at contact center

Evolution of support for Telecom Operators

Operators are always on top with their offerings and have evolved from cellular to data to broadband and now 5G Support.

With this evolution, the ways of providing support to consumers also needs to be elevated. Technologies such as AR & VR have introduced mixed reality (MR).
Allowing users to use the camera of their smartphone which enables in real time AI based support explaining about the installation or troubleshooting process.

Visual How-To Guides to deliver better CX with lower OPEX?

Empower support teams with an exhaustive repository of ready reckoner to resolve queries related to installation & troubleshooting. Deploy across self service for customers as a part of your digital transformation strategy.

Contactless
Support

Offer better resolutions to customers with real time visual engagement backed by mixed reality. Troubleshoot device issues and avoid unnecessary field visits.

Fixed Line & 5G
Support

Empower support agents to drive co-browsing and solve customer queries remotely, thus reducing support costs as well as increasing customer satisfaction.

Solutions for Unbranded Devices

Our MDM solution is also applicable for unbranded devices. Just one time menu identification helps to provide quick resolutions for customer queries.

Device Care & Online Support

Resolve support queries directly using self-healing solutions to deflect tickets at contact centers related to troubleshooting. Enable support agents to work on critical queries by deploying a telecom ready chatbot

Self Healing Apps

Get your customers indulged in real-time communication with your brand to get their queries resolved and increase user experience as well as CSAT.

Device Diagnostics

Self-diagnose technical issues related to devices and provide users with quick resolutions to fix them. Offer interactive support service and increase customer satisfaction.

Device Self Care

Offer customers real time device specific guidance to increase its efficiency. Help users to resolve device issues in a few clicks and increase customer satisfaction.

Virtual Assistant

AI powered virtual assistants to offer quick resolutions to customer queries related to data limit, billing, connectivity, etc, and free up agents to handle complex issues.