Pelephone launches new support service for remote problem solution and operation of mobile devices. The solution provided by CommuniTake, will allow Pelephone customers to operate their mobile devices with close support of a “remote” service agent. CommuniTake is also currently in pilot with Cellcom
Pelephone has introduced a, first of its kind, service for remote support for problem resolution and operation of a customer’s personal mobile device. This service is provided by a technical support agent by connection to the customer’s device which allows the agent to “virtually” hold the device in his/her hands and to provide an efficient means of locating the source of a problem and providing a solution – all of this without the need to visit a service center. This support is provided in a secure manner and after approval by the customer. The agent does not have access to personal and private information stored on the device. This service, which is provided free of charge, is part of the service approach of Pelephone’s “HIGH SPEED GSM” and is implemented for most of the advanced devices supporting Symbian, Windows Mobile and Blackberry, among them: LG, Nokia, Blackberry, Samsung and Sony Ericsson.
Recently, Pelephone completed a 6 week pilot involving thousands of customers who had turned to Pelephone’s telephone support representatives for support. The new service, which was developed by the Israeli start-up CommuniTake, enables real-time solution of problems on a Pelephone device by allowing the representative to personally investigate the actual definitions on the device. Thanks to this new service, it is possible to easily and quickly guide the customer on how to operate his device – remotely. Among the tools that are provided to the agent to give remote support are: a fully operational replica of the customer’s device which can be manipulated in real-time (including the customer’s screen and keyboard), diagnostics of the device and its connectivity, activation of automatic scripts to solve problems with minimum keystrokes and the ability to draw objects on the customer device screen in order to provide guidance. Customers will receive this service as needed when they phone Pelephone’s customer service centers.
According to Ronen Sasson, CommuniTake CEO, “in this era of smart devices, many people are not able to benefit from the rich capabilities of their phones. The system that we have developed now enables the support agent to install advanced applications on the device and to provide training on the use of these applications thereby greatly enhancing the customer experience and their satisfaction from their device.”
Reported by: David Shames, Head of Business Development, Communitake Ltd.