INSIDE MOBILE: Why Remote Access Technical Support is Important for Smartphones and Tablets

The demand for smartphone and tablet remote access technical support is growing. Here, Knowledge Center mobile and wireless analyst J. Gerry Purdy explains why users, mobile handset manufacturers, application developers, enterprise IT and wireless operators are all going to benefit from the growing number of remote access technical support services being brought into the mobile sector.


Most people in North America and Europe are buying smartphones and tablets that have rich operating systems, application stores and the ability to run tens, if not hundreds, of applications. The entire smartphone environment has exploded with user-generated photos, multiple applications running at the same time, and synchronization with desktop or corporate servers. The smartphone and tablet environments are getting to be as complex as PC and Mac environments and will require technical support that is just as good as that provided for PCs and Macs.

After all, sometimes things are not working and you don't really know what to do. You call the operator and they give you advice based on prior calls. If you call the hardware or application provider, they can't do much better. Calls to these smartphone and tablet technical support centers are rising exponentially. The problem is only going to get worse and much more costly for operators, device makers and enterprises.

Wouldn't it be great if a company developed remote control services for smartphones that's similar to what's available today for PCs and Macs? Such software would allow technical support to remotely see your smartphone or tablet display and let the technical support representative remotely control your smartphone or tablet.

W2bi, a young company based in New Jersey, has a software tool called AetherPal. AetherPal solves this exact problem, providing remote access and control for a number of smartphone and tablet systems. Here's how AetherPal works.