Online Smartphone Support

Smartphones Can Be Complex

Smartphones today can be complex to use and in the absence of immediate help and manuals, subscribers tend to call operator’s Call Center for help.

Resolving handset problems at the customer care is not optimal. It ties up your call center agents into long calls and increases care costs. Bad care service experience frustrates customers.

The Sicap Solution – Online Smartphone Support

With Sicap’s Online Smartphone Support solution operators and MVNOs can now stretch a helping hand to their subscribers in need of help, wherever and whenever they are!

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Online Smartphone Support in Brief

Online Smartphone Support provides interactive guides for how to use and setup devices, how to solve common problems, and gives detailed device capability information.

Your customers simply follow the help instructions tailored for their own device model on the screen, or share the help guides to their other device, or with another user through email or social media.

It can be branded and seamlessly integrated as a self-care tool on your website.

At your Customer Care Centers, the Sicap Online Smartphone Support becomes your care agents’ best friend, whenever they need help in troubleshooting a smartphone problem, or in assisting customers with Device Setup over the phone!

Self-Care and Customer Care

Self Care

With Sicap’s Online Smartphone Support tool your subscribers can help themselves online, whenever and wherever

Customer Care

Smartphone Support tool your customer care specialists can give quicker and better help at the Call Center.

How does it work?

Landing Page

The smartphone help journey begins from the landing page where the users simply select their device model by clicking the correct thumbnail image to access all the help guides and information available for that device

Device Homepage

The device homepage is the single location for users to access the all help guide content and information for any chosen device model.

Interactive Guides

Textual instructions on a list view walk users through a specific task on the device. Device screenshots with active ‘hot spot’ marks visualize the tasks to be done simultaneously.

Device Information

With user friendly categories, over 50 device specifications are rendered for each device. The specifications shown can be customized and selected from a database of over 470 attributes per device.

Device Setup by a Few Mouse Clicks

Device Setup page provides users an easy solution for configuring their handsets with a selection device settings for your network and services.

Online Reporting

Sicap Online Smartphone Support Reporting provides you with up to date information about the help content usage and the devices. The information can be flexibly broken down in several different ways.

Benefits for you

Save Operational Costs through online self-care and faster call center resolution

Protect Revenue by Reducing Customer Churn

Software Feature on Sicap DMC4.6

When integrated with Sicap Device Management Centre 4.6, it provides your customers an over-the-air Device Configuration straight from the help portal by a few mouse clicks. Additionally, you can re-use Device Detection data on your self-care process. For example, forward users to the correct, device model related help page after Device Configuration to strengthen Self-Care service engagement.