Ability to Manage the New Service Paradigm
CommuniTake remote service platform is a customer experience management solution for mobile devices that provides the tools and capabilities needed to easily gain a clear understanding of customers’ digital life style and device state for support and experience optimization.
A service agent can practice complete control over the customer device. Taking control enables the agent to operate a total replica of the customer’s device. Through this replica and applicative handover, the service agent can gain crisp understanding through device diagnosis and real time screen view, guide the customer on how to better use his device, setup new services, automatically amend malfunctioning configurations, install and guide on new applications and seamlessly shift from service download to guidance.
Furthermore, the service agent has clear visibility of the installed and running applications directing cross-sell and up-sell offers that generate more revenues to the service provider while enhancing customer’s emotional loyalty.
Service fulfillment is executed leveraging end-to-end interaction cycle:
Understand the experience >>> Diagnose the device >>> Perform the resolution >>> Guide the user >>> Sell more value
A device user can self-operate automated shortcuts, step-by-step contextual guidance and interactive issues resolution thus eliminating the need to waste precious time calling the contact center for help and guidance.
The CommuniTake platform fully supports the technologies and practices that service providers need to implement now to survive tomorrow.
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