MobilogyNow Diagnostics: Adding Value to Your Business and Your Customers
George Myers, Sales Engineering Manager at ZephyrTel, takes a closer look at the Diagnostics feature of our market-leading MobilogyNow solution
By 2024, the number of mobile devices worldwide is set to increase to a staggering 17.72 billion, up 3.7 billion on 2020 levels. Mobile devices no longer represent a nice-to-have luxury but are now a vital component of everyday life, be it leisure or work. People can’t be without them and expect uninterrupted usage. When things do go wrong, customers want problems to be resolved quickly and efficiently. Mobile operators who can make this happen, put themselves at a distinct competitive advantage.
Customers might come into the store with their phones complaining of issues such as the battery draining too quickly, or the screen not responding to touch, or not being able to connect to the internet. Identifying and resolving the problems are crucial if mobile operators are to ensure customer service and customer experience excellence. In light of this, more mobile operators and retailers are choosing ZephyrTel’s market-leading lifecycle management solution, MobilogyNow, making full use of its Diagnostics functionality. This solution has the ability to identify common hardware and software issues on a customer’s phone, diagnosing approximately 180 issues across Apple, Samsung, and Android devices in-store with its automated and semi-automated device troubleshooting capabilities.
A combination of a comprehensive knowledge base of test procedures and repair actions brought together into a simple workflow enables the fast identification and resolution of mobile device faults. Not only does this improve the overall customer experience, leading to shorter wait times at stores and more successful customer interactions when resolving issues, but it also serves to optimize phone usage, identifying operating inefficiencies while reducing unnecessary repairs.
How does Diagnostics work?
The MobilogyNow app is sideloaded onto the customer’s phone in-store via a tablet device or Windows 10 PC — all that’s needed is a live internet connection. There are no privacy or security concerns for the customer as no personal information is transferred (no email or SIM information, for example). The app is purely interested in the phone itself and not concerned with capturing any customer-specific information.
Comprehensive fault finding
MobilogyNow offers a range of services but the Diagnostics functionality is key for troubleshooting. After quickly configuring the phone, the retail assistant can run the diagnostics app. This triggers a series of automated tests, which take between 30 and 45 seconds. Once these are complete, the next screen allows the user to alter any settings that aren’t already at their optimum values, improving the performance of the device. Following this, there’s the option to manually choose additional tests to run, with step-by-step instructions guiding the user through the entire process.
The user is provided with a comprehensive list of issue categories, each of which contains specific problems that the customer may be experiencing. For example, within the ‘Battery and Power Issues’ category, there are solutions provided addressing problems related to, performance and storage, devices running slowly or freezing, and issues with connectivity and calls. The ‘Media’ category addresses camera and microphone checks, along with ringer and media sounds testing, and headset ports and vibration function checking.
Supporting next steps
At the end of every test, the user is presented with the option to do more tests or finish. There’s also the option for a retail assistant to log any physical damage, such as any hardware-based problems, discolored water indicators, cracked screens, or dented cases. It also sets the wheels in motion for additional repairs and prompts the printing of documentation regarding completed tests to support the need to book the device in for repair.
Finally, at the end of the diagnosis, the assistant can then print off all the results, which include notes on suggested next steps where relevant. These can then be passed on to a technician for further action or given to the customer as evidence of fault-fixing. The sideloaded app is then deleted.
MobilogyNow Diagnostics adds value to the services mobile operators currently offer, supporting fast and efficient fault finding and fixing to underpin a continuity of service for customers and boosting the overall customer experience. For an industry where customer experience is king, MobilogyNow provides a real competitive advantage, delivering a comprehensive and effective service to customers while streamlining and simplifying how customer problems are managed.
For more information on how MobilogyNow can make a real difference to your business, contact firstname.lastname@example.org