The CommuniTake Remote Support platform 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.
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

UNDERSTAND THE EXPERIENCE
 
The CommuniTake' Remote Support platform allows service agents to create fully operational replica of the user's device in their support interface. The remote control over the user's device allows agents to really understand the user experience. It is enhanced with a simultaneous user's voice session clarifying the user's needs and wishes. This support interaction defines new frontiers in the way service providers can respond to their customers: true and immediate understanding of the problems which the user encounters; swift resolution driven by remote operations over the device; effective 1:1 dialog with the user in real time on his needs.
Know – do not imagine.

DIAGNOSE THE DEVICE
 
The CommuniTake Remote Support platform provides total visibility on the operative and applicative status of the user's device. Agents gain visibility on user-device ecology: connectivity problems; hardware malfunctions; colliding applications; unsuitable applications for the desired experience; fault utilization of the device and more. Comprehensive diagnosis directs the agent to provide swift resolution.
Understand – do not guess.

PERFORM THE RESOLUTION
 
An agent utilizes the applicative replica of the user device on his service interface to perform high impact resolution. The agent can quickly solve device issues as if he was holding the device in his hand. The resolution is confirmed in real time by the constant voice dialog with the end user eliminating any misunderstanding on the user wishes. The CommuniTake Remote Support platform provides the agent with dynamic scripts that easily facilitate the resolution and eliminate the need for exhausting training.
Execute –do not illustrate.

GUIDE THE USER
 
The CommuniTake Remote Support platform provides the agents with means to guide the mobile device's user. The platform provides marking capabilities, recorded sessions and contextual scripting that enable clarity and effective guidance. In addition, the agent can help the user to perform self-service operations, leveraging the up-to-date open systems and eliminating the need for assisted service. This tool set assures one-and-done support interactions and that users will use the device properly now onwards.
Teach – do not chat.

SELL MORE VALUE
 
The CommuniTake Remote Support platform enables the agent visibility on user's digital life style once the users opt-in for it during the remote control request. The agent gains insights on the user's consumed entertainment content, mobile applications, implied daily tasks and interests. The agent can recommend on supporting applications and offer cross/up sell content by the digital life style of the user.
Sell – do not assume.