How to Provide Support From a Mobile

Mobile phone support means giving your client assistance wherever you are.

Mobile support is often required when there are no alternative support methods available. This may happen when the support person is on the road or not in the office when the support is requested. Mobile support involves having the ability and technology available to provide assistance without having all information at hand or being able to see exactly what the problem is on a computer screen. Mobile-only support requires expertise and patience.

Instructions

1. Gain rapport with the client. Explain that you are working from your mobile and to "bear with you" while dealing with certain aspects of the support call. Knowing this, the caller is likely to be understanding if the problem is taking longer than normal to resolve.

2. Ask the client to explain slowly and clearly what the exact problem is. If this is a problem you regularly come across, ask the caller to follow step-by-step instructions and see if this resolves the problem.

3. 

   Provide step-by-step instructions in the correct sequence.

   Offer the caller instructions for testing different situations and ask for feedback if there is still a problem. By process of elimination, this should help you determine the nature of the problem.

4. Use technology. If you have failed to resolve issues verbally, it is time to start using available technology. However, this step only works if the client is able to use technology of some kind at their own location. Make use of video, email, text, images, document-writing software and any other program that can communicate how to resolve the problem.

5. Close or suspend the call. If the problem has been resolved, leave any final advice to the client as to how to resolve the problem in future or make recommendations to permanently fix the problem. If the problem has not been resolved, tell the caller you will either provide a visit on-site or remotely fix the problem once you are in a position to do so. Always provide an estimated timeline for fixing the problem or a time/date when you will be able to look at the problem in more depth.