Determining if a Phone is Really Broken
Smartphones are returned at too-high rates averaging 15% to 20%, according to most industry measures. Surprisingly, at least 30% to 40% of those returned phones turn out to have nothing wrong with them. Nothing is detectable once the network operator has performed a mandatory hard reset to clear the entire phone’s personal information, and all diagnostic information is also lost along with the reset.
No-fault-found smartphone returns sap your consumer care time and costs, along with user patience and goodwill. In fact, the returned smartphones probably could have yielded all the information needed to find the reason for a user’s problem, if only that information were available before the device reached the manufacturer.
That information is precisely what Carrier iQ’s Mobile Intelligence tools deliver. We give your Tier 1, Tier 2, and Tier 3 personnel access, quickly and easily, to the reasons behind consumers’ reported smartphone problems, providing the all-important return channel information flow that has been missing from the equation.
Carrier iQ’s Mobile Intelligence uses embedded agent software on mobile devices to gather performance and usage information on each device and process it into meaningful business analytics. These analytics are delivered through clear and easily grasped care dashboards, historical trends, geospatial and diagnostic views, or data feeds into operators’ business decision systems.
Carrier iQ’s Mobile Intelligence tools turn data into actionable intelligence:
After determining that a phone is not physically broken, Tier 1 support personnel can perform triage by categorizing whether the consumer’s experience falls into categories of network performance, battery life, radio operation, application issues, system crashes, and so on.
If the Tier 1 person passes the call to Tier 2 or Tier 3 support, those engineers can utilize Carrier iQ data and their expertise to solve the problem. They can analyze crash logs, examine Layer 3 messages between the phone and tower, or contact application providers using data delivered from the device in question.
Support engineers can see a reasonable amount of history on the device’s usage and performance – typically a week or so – to address issues such as, “It was slow yesterday” or, “It drops more calls in the evenings.”
In addition to individual device data, support engineers also can see equally important aggregated data, for comparing an individual consumer’s experience with users of devices with the same make, model, and firmware, and of users in the same network in the same geographic area.
Today, sending a replacement device is often the decision of first resort – an expensive practice. Carrier iQ enables you to flip this business model, making replacement the decision of last resort.
Network operators armed with knowledge about the true nature of consumers’ problems can make informed decisions, actually resolve consumers’ issues, stop replacing working phones unnecessarily, and reduce the risk of losing consumers.