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IT & Telecom.

NTT Docomo

NTT Docomo

“NTT Docomo uses RemoteCall to provide remote support on mobile devices. Customers are satisfied, creating an enhanced customer experience.”-System Director-

Major business Location
Telecommunication Nagatachō, Chiyoda, Tokyo, Japan

NTT Docomo Inc. is one of the largest mobile phone operators in Japan that provides support to all devices with RemoteCall + mobile pack solution. They have developed various businesses targeting the mobile device industry as its core business.

Challenge

The number of mobile device support inquiries at NTT Docomo has doubled, especially from senior customers. As smartphones nowadays are vastly different from the conventional mobile devices, the inquiries from customers who are not used to such basic operation and apps surged rapidly. Thus, guiding customers over the phone has always been a huge challenge for both customers and support agents.

Solution

A way to solve this challenge was through remote device support. RemoteCall has facilitated accurate and instant guidance by interacting with customer's screen. In this way, understanding customer requirements was also trouble-free, leading to frictionless customer experience. In fact, mobile device support via RemoteCall generated the least traffic during a session with reduced packet.

Result

Customers who received mobile device support were extremely satisfied with immediate response, and accordingly, the utilization rate of Safe Service increased significantly. The mobile device support was initially launched as an add-on service, but with 94% of customers showing high satisfaction, it was decided to include it in the newly released Android 4.0 terminal. Currently, all smartphones and tablet PCs sold by NTT Docomo are equipped with RemoteCall + mobile pack under an app called "Remote Soft."

Launched in March 2012, “Smartphone Secure Remote Support” is a paid service, but all smartphones produced by NTT Docomo come pre-installed with RemoteCall + mobile pack for mobile device support. During the first 21 months of the release, NTT Docomo's customer base reached 5 million.

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