WebToGo
WebToGo

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After-sales customer support on the customer’s device

Technology driven processes to provide the best experience and minimise risk

Customers demand mobile first digital services. WebToGo provides:

  • Full on-device after-sales app with a complete toolset of capabilities
  • Web user portal for when the smartphone is lost or stolen and for checking where the phone is in the repair process in real time
  • Call centre system with digital support capabilities
  • Back office system for data analysis, marketing campaign management and notification push

Click on the after-sales processes in the graph below to view examples of how the capabilities can be built into customer journeys. Additional information is available in the Download section at the bottom of the page.

 

AfterSales
Allows support agents to run tests remotely while talking or chatting to the customer.Starts a call to customer support. Support agents access diagnostics device data in real-time.Starts a chat to customer support based on the diagnostics data collected.Accesses the device remotely from the call centre dashboard.Requests expert help if issues persist after performing the diagnostics or throughout the process.Suggests device protection plan.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Removes obsolete, duplicate and junk files to improve device performance.Guides the user through fixing the issues which can be self-fixed with clear graphical instructions. Runs a customisable set of comprehensive tests on the device. Retrieves the device’s unique identifier allowing matching to the backend APIs and portals. Verifies warranty status and type allowing informed decisions.Guides the user to check if device is water damaged avoiding uncovered warranty claims.Provides a repair cost estimation based on the damages detected and in account of user-entered issues, fixed costs, warranty and insurance status.Opens a repair order with a unique ID in a certified repair centre system. Gives the trade-in value of the device in its automatically assessed condition.Recommends a new phone by profiling the customer according to the usage data retrieved by the app and answers to a questionnaire.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Verifies screen, SIM, Factory Reset Protection / FindMyiPhone locks are removed before device is returned.Generates a return ticket allowing tracking and managing of the process.Securely eliminates all personal information from the device before sending it for repair / trade-in / upgrade.Locates nearest store on a map using geo-location for device hand-in or new purchases.Books device pick-up on a logistics partner’s system.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Flexible and customisable module that allows providing feedback once the process is concluded.Allows tracking and managing the reverse logistics operation.Allows wiping personal information on a lost or stolen device.Locates a lost or stolen device remotely.Takes a photo or plays an alarm remotely on a lost or stolen device.Prevents unnecessary returns by predicting anomalies through patterns identified from collected data.Performs analytics on all data points collected.Segments customers by data points and targets them with marketing campaigns. Allows support agents to run tests remotely while talking or chatting to the customer.Starts a call to customer support. Support agents access diagnostics device data in real-time.Starts a chat to customer support based on the diagnostics data collected.Accesses the device remotely from the call centre dashboard.Requests expert help if issues persist after performing the diagnostics or throughout the process.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Removes obsolete, duplicate and junk files to improve device performance.Guides the user through fixing the issues which can be self-fixed with clear graphical instructions. Runs a customisable set of comprehensive tests on the device. Retrieves the device’s unique identifier allowing matching to the backend APIs and portals. Verifies warranty status and type allowing informed decisions.Guides the user to check if device is water damaged avoiding uncovered warranty claims.Provides a repair cost estimation based on the damages detected and in account of user-entered issues, fixed costs, warranty and insurance status.Opens a repair order with a unique ID in a certified repair centre system. Gives the trade-in value of the device in its automatically assessed condition.Recommends a new phone by profiling the customer according to the usage data retrieved by the app and answers to a questionnaire.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Verifies screen, SIM, Factory Reset Protection / FindMyiPhone locks are removed before device is returned.Generates a return ticket allowing tracking and managing of the process.Securely eliminates all personal information from the device before sending it for repair / trade-in / upgrade.Locates nearest store on a map using geo-location for device hand-in or new purchases.Books device pick-up on a logistics partner’s system.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Flexible and customisable module that allows providing feedback once the process is concluded.Allows tracking and managing the reverse logistics operation.Prevents unnecessary returns by predicting anomalies through patterns identified from collected data.Performs analytics on all data points collected.Segments customers by data points and targets them with marketing campaigns. Allows support agents to run tests remotely while talking or chatting to the customer.Starts a call to customer support. Support agents access diagnostics device data in real-time.Starts a chat to customer support based on the diagnostics data collected.Accesses the device remotely from the call centre dashboard.Verifies warranty status and type allowing informed decisions.Requests expert help if issues persist after performing the diagnostics or throughout the process.Runs a customisable set of comprehensive tests on the device. Guides the user through fixing the issues which can be self-fixed with clear graphical instructions. Guides the user to check if device is water damaged avoiding uncovered warranty claims.Generates a return ticket allowing tracking and managing of the process.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Locates nearest store on a map using geo-location for device hand-in or new purchases.Removes obsolete, duplicate and junk files to improve device performance.Retrieves the device’s unique identifier allowing matching to the backend APIs and portals. Recommends a new phone by profiling the customer according to the usage data retrieved by the app and answers to a questionnaire.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Verifies screen, SIM, Factory Reset Protection / FindMyiPhone locks are removed before device is returned.Books device pick-up on a logistics partner’s system.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Flexible and customisable module that allows providing feedback once the process is concluded.Prevents unnecessary returns by predicting anomalies through patterns identified from collected data.Performs analytics on all data points collected.Segments customers by data points and targets them with marketing campaigns.Securely eliminates all personal information from the device before sending it for repair / trade-in / upgrade. Allows support agents to run tests remotely while talking or chatting to the customer.Starts a call to customer support. Support agents access diagnostics device data in real-time.Starts a chat to customer support based on the diagnostics data collected.Requests expert help if issues persist after performing the diagnostics or throughout the process.Accesses the device remotely from the call centre dashboard.Runs a customisable set of comprehensive tests on the device. Guides the user through fixing the issues which can be self-fixed with clear graphical instructions. Guides the user to check if device is water damaged avoiding uncovered warranty claims.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Locates nearest store on a map using geo-location for device hand-in or new purchases.Removes obsolete, duplicate and junk files to improve device performance.Retrieves the device’s unique identifier allowing matching to the backend APIs and portals. Recommends a new phone by profiling the customer according to the usage data retrieved by the app and answers to a questionnaire.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Verifies screen, SIM, Factory Reset Protection / FindMyiPhone locks are removed before device is returned.Books device pick-up on a logistics partner’s system.Saves personal content on the cloud or external storage and restores it on a new or returned device. Transfers personal content directly from one device to another via WiFi. No hardware and no traces. Flexible and customisable module that allows providing feedback once the process is concluded.Prevents unnecessary returns by predicting anomalies through patterns identified from collected data.Performs analytics on all data points collected.Segments customers by data points and targets them with marketing campaigns.Gives the trade-in value of the device in its automatically assessed condition.Verifies warranty status and type allowing informed decisions.Suggests device protection plan.Generates a return ticket allowing tracking and managing of the process.Securely eliminates all personal information from the device before sending it for repair / trade-in / upgrade. Allows support agents to run tests remotely while talking or chatting to the customer.Starts a call to customer support. Support agents access diagnostics device data in real-time.Starts a chat to customer support based on the diagnostics data collected.Requests expert help if issues persist after performing the diagnostics or throughout the process.Accesses the device remotely from the call centre dashboard.Guides the user to check if device is water damaged avoiding uncovered warranty claims.Removes obsolete, duplicate and junk files to improve device performance.Guides the user through fixing the issues which can be self-fixed with clear graphical instructions. Runs a customisable set of comprehensive tests on the device. Retrieves the device’s unique identifier allowing matching to the backend APIs and portals. Suggests device protection plan.Verifies warranty status and type allowing informed decisions.Allows tracking and managing the reverse logistics operation.Allows wiping personal information on a lost or stolen device.Locates a lost or stolen device remotely.Takes a photo or plays an alarm remotely on a lost or stolen device.Receives compelling offers from the marketing engine. E.g. for new components, accessories, early upgrades.Prevents unnecessary returns by predicting anomalies through patterns identified from collected data.Performs analytics on all data points collected.Segments customers by data points and targets them with marketing campaigns.

The challenges of today’s after-sales processes

High NFF, risk and fraud erode margins and customers lament the experience

Today’s After-Sales process for Smartphones is heavily fragmented, leading to bad customer experience, a multitude of inefficiencies and opportunities wasted.

Consider a normal repair process. The customer needs to:

  • Figure out if the device is really broken. This is a process that may involve many hours of playing with the device, researching on the Internet, speaking to call-centres and asking friends for advice. Results are typically imperfect, leading to high NFF.
  • Figure out whether the phone is in warranty. This can be a question of searching through old sales receipts or researching on websites.
  • Determine the cost of a repair if not fully covered… or additional costs like shipping that may apply: Again, hours of research through various channels.
  • Send in the phone for repair. This frequently involves a trip to some store, takes up shop assistants’ time and brings unhappy customers into a location to meet.
  • Figure out how to survive days without a phone, i.e. getting an old phone or a loan device up and running, somehow transferring essential or general data. This may be done with specialised terminals in the store, which could lead to waiting around for hours, especially if the entire data needs to be transferred or backed up.
  • Waiting for the phone to return, often without any status or good communication path if unforeseen problems occurred – such as the customer leaving the phone locked.
  • And finally transferring data back to the repaired phone where all data has been wiped.

This is just the bare-bones process. If repairs cost money, a customer may consider trading-in his device or upgrading to a new phone better suited to changed needs. A customer may also (re-) consider insurance during such events.

A customer will love anyone who provides an answer that avoids an unnecessary repair and will cherish help and sensible advice at such a traumatic time, which can lastingly form brand-awareness for both provider and OEM.

State-of-the-art after-sales

An end-to-end mobile experience. Whenever, wherever

In a state-of-the-art after-sales process, the customer can, from his phone:

  • Diagnose the issue on the phone, providing effective triage and eradicating NFF
  • Determine warranty status
  • Determine repair options and costs
  • Determine buy-back value
  • Browse potential new phones uniquely suited for the customer’s profile
  • Initiate effective remote support session, if necessary, including meaningful remote diagnostics
  • Initiate the repair process, arranging shipping
  • Provide advanced warning to the repair centre with the verified device details, certified unlocked and with pre-diagnosed issues, leading to optimised spare-parts handling and faster turn-around times
  • Transfer data and content peer-to-peer to a loan phone at his/her own convenience at home via WiFi
  • Securely wipe the phone of any private data
  • Monitor the repair ticket as the repair takes place and communicate with the repair centre for any unexpected issues found
  • Transfer back content from the repaired phone and wipe the loaner

 

Benefits

Dramatically improved Customer Experience
Decreased NFF, risk and fraud
Improved Process Management that you can actively steer
Save costs
Additional revenue sources

In the long run, providing an app with a significant install base will also yield dramatically improved intelligence, which can be farmed for:

Improved vendor management
Advanced issue detection
Improved supply chain management
Predictive maintenance

The app becomes your presence on the customer’s device, locking customers in to one supplier of repair services, also for other device types and as a favoured channel for customer support interaction.

WebToGo’s modular solution architecture allows to bring your after-sales process on the device just as you want it.
All modules are independent building blocks and don’t need to follow any specific order.

Downloads

pdf

After Sales Brochure

pdf

After Sales Feature List