For the majority of people their smartphone is as important as their toothbrush or deodorant. People not only use it to make calls, we entrust smartphones with all our accounts and sensitive information. Most of us cannot conceive parting from it for more than 24 hours. This is why when something goes wrong it causes great distress.

Smartphones are very complex devices: Using Facebook, for example, requires that hardware, OS, App, SIM, Mobile Network, Internet, Servers are all working properly. When something fails service calls are usually based on a general complaint such as: “I can’t connect” and take on average 20 minutes to get to the root cause of the issue.

According to a research by Gartner, weak mobile customer service is harming customer engagement. In fact, customers who are more likely to churn are precisely those who call the support centre.

We have turned this weakness into strength! Our self-care solution is designed to provide a great customer experience allowing the user to fix as many issues as possible easily and rapidly on his device without the need to follow the instructions of an IVR system or wait in-line for an agent to pick up the phone. An app diagnoses all components of the many layers on which problems can occur, fixing them when possible and pre-qualifying them when further support is needed.

The report further states that nearly 60 percent of customer service interactions required the intervention of a human support agent in 2014. Gartner predicts that this will be cut nearly in half over the next 24 months through more radical self-service, communities, alerts and mobile devices.

The change in paradigm towards self-help customer support is already happening as Telcos realise that addressing issues where they appear has a direct correlation with support costs, No-Fault-Found, NPS and Churn.

We will be at the Mobile World Congress in Barcelona, 2-5 March 2015. Come and see us at App Planet Stand 8.1I59 to find out more.