When a network outage strikes, it can disrupt everything — from the way customers connect with loved ones to how they reach support teams for help. These incidents are reminders of just how critical it is for communication service providers to have flexible, scalable solutions in place that ensure customers still get the answers they need, no matter what’s happening behind the scenes.
In a recent real-world example, a U.S.-based mobile provider experienced a cyber-related network disruption that temporarily took down voice and SMS services. While their internal teams worked quickly to restore functionality, they also had to maintain one of the most important parts of the business: customer support. That’s where Ozmo came in.
Support that doesn’t miss a beat
During the outage, Ozmo Self Serve became an essential tool for both the provider’s internal support teams and their customers. With voice services down, customers were encouraged to rely on available data services and alternative messaging tools like iMessage, RCS and third-party apps such as WhatsApp. But many customers didn’t know how to activate or use these tools, and calling in for help wasn’t an option.
Ozmo’s interactive tutorials made it easy to bridge that gap. With step-by-step visual guides that walk users through exactly what to tap and where to look, these tutorials empowered customers to take action on their own. And because Ozmo’s content is continuously updated and tested, the provider didn’t have to worry about sending customers outdated or confusing instructions.
Saving calls, saving costs
Every time a customer is able to resolve an issue on their own, it reduces the volume of inbound calls to the contact center. In high-volume or high-stress situations, this becomes even more valuable. During the outage, thousands of customers accessed Ozmo’s tutorials, each interaction a potential phone call deflected.
The impact goes beyond just saving time. Self-serve support directly contributes to reduced operational costs and frees up agents to focus on more complex, high-priority issues. It also helps customers feel more confident and in control, which strengthens brand loyalty even during difficult moments.
A support platform for customers and teams
The provider’s internal teams relied heavily on Ozmo during the outage. Agents shared tutorials directly with customers using data-based channels like in-app messaging, social media and chat tools, helping them switch messaging settings or activate communication apps that relied on data. In retail locations, employees used the same tools to guide walk-in customers step by step.
“Ozmo’s platform was absolutely invaluable during the outage,” said one of the senior support leaders. “It gave us the ability to continue supporting customers in multiple ways, even when voice service was down.”
By providing a consistent and visual support experience across all channels, Ozmo enabled a seamless support environment — one that didn’t require additional tools or time-consuming training. The platform worked as an extension of the provider’s support team, delivering value exactly when it was needed most.
Easy to share, easy to scale
One of the key benefits of Ozmo’s tutorials is how easy they are to distribute. During the outage, the provider shared links to specific tutorials through social media and in-app messaging, making it simple for customers to access support right when they needed it. This quick, targeted delivery helped customers stay informed and empowered, even as service interruptions unfolded.
Ozmo tutorial showing how to adjust RCS chat settings
Ozmo’s tutorials can be embedded in blogs and knowledge bases, linked in outbound messages or shared directly by agents. This flexibility makes it simple for support teams to meet customers where they are, whether that’s on a smartphone, in a store or troubleshooting at home.
Planning ahead for the unexpected
While no one wants to experience a service outage, being prepared with the right tools can make all the difference. Having a trusted support platform in place ensures that even during unpredictable events, customers receive clear, reliable guidance and teams remain empowered to assist efficiently.
The recent outage was a reminder of how valuable it is to invest in scalable self-serve solutions. In this case, Ozmo helped the provider maintain service continuity, reduce call volume and deliver real-time support, all without adding extra strain on the team.
In moments of disruption, the ability to guide customers confidently and accurately is more than just a nice-to-have. It’s a critical component of modern support, and one that builds lasting trust.
Want to learn how to deliver consistent, effective support across every channel?
Explore the ultimate guide to holistic customer support and discover how proactive, self-serve and assisted solutions work together to meet rising customer expectations.
