Technical support for Mobile devices is set to be a massive growth area over the next couple of years.
Tablets and smartphones, or more specifically their operating systems, may seem straightforward to the tech-literate early adopters. However, at present smartphones still make a relatively small segment of total mobile phone sales. If that market is to expand to its full potential, and therefore include less tech-savvy users, such devices are going to need technical support on a par with PCs and laptops.
With this in mind, Korean company RSupport made its first appearance this year at Mobile World Congress in Barcelona. The company has a 13 year history, primarily in remote support for desktop PCs. It has a strong track record in Asia, supplying services for desktop support to companies including Sony, Fujitsu and Toshiba. Research companies, including IDC and Frost & Sullivan, rate it as being no.1 in Asia for remote PC support software.
Its core RemoteCall support solution for PCs was expanded with its mobile pack as far back as 2008, with clients for the combined solution including Japan’s DoCoMo mobile provider, as well as handset manufacturers including Samsung and LG.
It’s not just devices that may need mobile support too. Consumers are purchasing large numbers of apps for their devices, and those apps are bound to get more complex and expensive as the devices themselves become more powerful. Such software may require dedicated support from the developer or publisher to keep customers happy. Also, tablets are being touted as possible business devices, possibly using bespoke software for specific needs, which will itself need technical support in the field.
At present RSupport’s mobile support solution covers iPhone, iPad, Windows Mobile and Android handsets, with Blackberry and Windows Phone 7 support to follow shortly. It sells the support software on a per agent basis, and the basic software can be supplied as is, or reworked to a company’s individual needs.
The support agent can work on both PC and mobile support from the same software, which adds flexibility and so improves efficiency. This way, the agent can even then work on problems that arise between the client’s mobile device and their PC, such as the syncing of documents or contacts.