Cellebrite, which already offers mobile phone retailers a content transfer and fault diagnosis tool for smartphones, has announced what it’s describing as “the industry’s first and only Multi-Channel Diagnostics Solution”. It’s designed to improve customer service by offering consumers a variety of options if they believe their handset has developed a fault.
The handheld Cellebrite Touch diagnostic device was originally launched in 2011, enabling retail staff to automatically detect and correct issues by connecting the device to the customer’s phone.
Today’s newly-announced Cellebrite Multi-Channel Diagnostics Solution adds to this by letting retailers offer a choice of app-based processes: either a user can explore and fix faults guided by an on-device app or the retailer’s call centre can guide the consumer through an app-based ‘remote takeover’. In addition, there’ll be the option of a web-based self-service portal.
The Cellebrite Multi-Channel diagnostics solution checks CPU and RAM performance, memory, storage, network information and device information, along with problems created by self-installed apps. It also has the ability to ‘flash’ software and to update older operating systems.
Yossi Carmil, co-CEO of Cellebrite, said “We believe that this solution will truly transform the way mobile providers deal with fault resolution. It not only significantly reduces costs, logistics and resources; it also boosts customer service and loyalty and ensures customers are able to use their high value, revenue generating data services as soon as possible. We look forward to delivering this solution to the global market, particularly our existing customer base which includes more than 200 of the world’s largest wireless retailers.”
A recent UK study carried out for Cellebrite found that the majority of users surveyed would be unhappy with losing sight of a faulty phone for any length of time at all, with three quarters of respondents believing that giving up their mobile phone for up to three days of off-site repairs is completely unacceptable.
We talked about smartphone fault diagnosis with Dave Golding of Cellebrite in January last year. You can listen to the interview via the built-in audio player on our website or by downloading the MP3 file.
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