AetherPals Remote Control Technical Support Service

By J. Gerry Purdy  |  Posted 2011-02-15 Print this article Print

AetherPal's remote control technical support service

When the customer calls for technical support to a call center using AetherPal, the AetherPal server generates a security code that is verbally communicated by the technical support representative to the customer. The customer then enters the security code into the AetherPal application on their smartphone. AetherPal remote access is then activated and allows the technical support representative to see the user's screen and remotely control the user's smartphone or tablet (just like what can be done on the PC).

The technical support representative can verify the issue and then make changes that will fix the problem. At the end of the call, the user is instructed to exit the remote control application, which automatically uninstalls itself from the user's smartphone or tablet.

Using AetherPal is like having a technical support representative fly to your house or office and sit down and take control of your smartphone or tablet. Most of the time, they have seen your problem before, but if not, all of the technical support operations have sophisticated databases that can be searched to see if the problem has been entered by someone before-and what was done to fix the problem.

AetherPal helps the operator, device maker, commercial developer and enterprise IT organization control the escalating costs of smartphone and tablet support while also improving their support to a client and user base (that has become more knowledgeable and demanding as they try new things).

W2bi (AetherPal's parent organization) has been working with leading device manufacturers, enterprise IT organizations and networks operators for the past 15 years to provide wireless device certification and network testing. As a result, AetherPal is well-positioned to provide valuable, state-of-the-art remote control services to its customers.

J. Gerry Purdy, Ph.D., is Principal Analyst of Mobile & Wireless at MobileTrax LLC.
Dr. Purdy has been covering mobile, wireless, cloud & enterprise for the past 20+ years. He writes analysis and recommendations each week in an easy-to-read manner that helps people better understand important technology issues and assist them in making better technology purchasing decisions.

Disclosure Statement: From time to time, I may have a direct or indirect equity position in a company that is mentioned in a column. If that situation happens, then IÔÇÖll disclose it at that time.

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