Easier than asking, less intrusive than entering.
Our remote support solution includes the option of running tests on the customer’s device from the agent dashboard. This allows retrieving data rather than guiding the user through complex menu structures to find it. Imagine you have a customer with an issue on the line, the first thing you’ll need to know is what OS version he is on and you’ll be able to interrogate our App on his device for this information. In the same way, when a customer complains about battery drainage, you’ll be able to adjust his screen timeout, interrogate running processes and check his CPU load.
Tests can be run silently or subject to user permission. In our experience remote testing is not perceived as intrusive as remote access by customers and provides an optimal user experience when associated with the chat.