Higher Level of Service
SupportTV enables the support organization to provide a higher level of service that enhances the consumer experience, improves customer satisfaction, and elevates brand image while driving down service costs and improving profitability.

Remote Interactive Technical Support Sessions
SupportTV enables technicians to conduct a live remote interactive technical support session with Internet-connected TVs. It is similar to a PC remote desktop session, except for TVs. With the consumer’s permission, the technician can engage in a virtual on-site support session to view and take control of the consumer’s device, operate the remote control, run system diagnostics, listen to the audio stream and most importantly, view the device’s video output and graphics. The technician can also access historical error logs for the device from the NOC database to help diagnose the problem.

Reduced Call Time
Using SupportTV, the support technician can quickly and accurately diagnose the problem by seeing the video output and running system diagnostics rather than having the consumer try to describe the issue. SupportTV expedites the call by allowing the technician to operate the controls and solve the problem rather than having to relay instructions. Most problems are solved in a fraction of the time it would take without SupportTV.

Enhanced Call Center Operations
Calls can be handled more quickly and accurately, which means the Call Center can operate more efficiently by handling more calls per hour and with shorter hold times. This not only saves money but improves customer service and satisfaction.

Fewer Repeat Incidents
SupportTV’s virtual classroom allows the technician to display a replica of the consumer’s remote control on the screen so the consumer can watch the step-by-step process the technician is using to resolve the issue. As such, the consumer learns from the experience and becomes more comfortable and knowledgeable about the device – and perhaps able to resolve future problems without technical support.

Fewer Truck Rolls
SupportTV enables the technician to accurately diagnose the problem over the phone.  In the event a hardware fix is necessary, the technician can retrieve a listing of key device components to ensure the right parts are available when a service truck is dispatched to the home.  This avoids costly double service calls or unnecessary delays for out-of-stock parts.

Lower Return Rate
Many perceived issues are simply due to the customer’s lack of knowledge about the device and how to use it. The ability to quickly and accurately diagnose and resolve the issue can significantly reduce product returns.

Incremental Service Plan Revenues
The ability to provide immediate diagnosis and support over the phone is highly valued by consumers. CEMs or retailers can drive incremental revenues and profits by offering extended service plans that utilize SupportTV capabilities.