The IT Nerd

Rogers announced today that they have launched Device Aid. Device Aid is a self-serve feature that is similar to having a personal smartphone expert at your fingertips. It allows customers to quickly and easily diagnose problems with their smart phones and maximize the performance of their device. Rogers is the first in North America to offer a product like this. It’s available to Rogers customers as part of the MyRogers app.

What is DeviceAid?

• It will save customers time and address their questions on their schedule, at their convenience
• Offers personalized support to help customers maximize mobile device performance
• Customers can ask questions and get answers about their smartphones and their services
• Self-diagnoses and issue resolution of technical issues
• Connect with a live chat agent directly from the app

Key Facts:

• 90% of customers have been able to address their issue through self-serve using Device Aid (only 10% of customers need to go to a live chat session for more information)
• Average time spent on the app is 6 minutes vs an 8 min average handle time of a wireless tech support call
• Device Aid has been visited nearly 210,000 times
• Smart Tips’ is the most popular feature with over 150,000 views
• Over 17,000 questions have been asked and answered
• Over 6,000 chats with technical support reps have been completed

I’ll be trying it shortly. When I do, I’ll post a follow up with my thoughts.

This entry was posted on December 3, 2015 at 8:10 pm and is filed under Commentary with tags Rogers. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.