iOS 15: How to support your customers through the latest release

In today’s digital age, connectivity is the main priority in everyone’s lives. With the power of iOS 15, customers can become more connected than ever before with these updated features. However, with new software versions comes a spike in support inquiries. Is your business ready to assist customers with adopting Apple’s latest software version?

Ozmo exclusively offers early access for your agents to provide them with all the information they need even ahead of launch, preparing them for any hurdles that may be presented when iOS 15 reaches your customers’ devices. With iOS 15 on Ozmo’s omnichannel support platform, agents are equipped with all of the answers they need to smoothly guide their customers through this latest experience from Apple. Ozmo’s self-serve tools are also available to your customers on the day of launch to help them get the most out of iOS 15 which allows them to familiarize themselves with the latest features and functionality. 

If you’re curious about everything new that comes with iOS 15 and what questions your customers are likely to have, keep reading below. 

FaceTime: a new connected experience

In iOS 15, FaceTime gets an upgrade. This newest feature update allows users to simultaneously watch TV shows and movies, listen to music or share their screen while continuing their conversations. FaceTime’s SharePlay feature allows you to be even more connected and share irreplaceable moments, despite the distance. 

With new spatial audio in FaceTime, voices during conversations will sound as if they are coming from the directions in which each person is positioned on the screen in the new Grid view. Grid view enables users to have more efficient calls with larger groups, highlighting the speaker and organizing each person in the same size frames.

Placing a video call

Apple iPhone 11 Pro Max on iOS 15.0.0

Place a FaceTime call to another iPhone. This can be done using a phone number or the registered email address on your contact's icloud account.

  1. The indicator is in the top left.

    From the Home screen, tap FaceTime.

    Step 1/7
  2. The indicator is towards the top.

    Tap New Facetime.

    Step 2/7
  3. The indicator is towards the bottom.

    Enter a contact name.

    Note: To make a FaceTime call, you need the person's phone number or registered email address.

    Step 3/7
  4. The indicator is towards the top.

    Select the contact.

    Step 4/7
  5. The indicator is in the center.

    Tap FaceTime.

    Note: In order to make a FaceTime call, your contact must also have an iPhone with FaceTime.

    Step 5/7
  6. The indicator is in the top right.

    To hang up, tap End.

    Step 6/7
  7. There are no indicators associated with this step.
    Step 7 of 7:

    You've completed the steps!

    Step 7/7

All interactive tutorials provided by Ozmo Self Serve

FaceTime is also enabled now with Portrait mode, where callers are able to blur backgrounds to eliminate distractions. To further eliminate interruptions, FaceTime in iOS 15 offers voice isolation that minimizes background noise, no matter where users may be. Finally, FaceTime links are now incorporated into the user experience, increasing connectivity by allowing anyone to join calls through a unique web link.

With iOS 15, your customers may need assistance with navigating the new look and feel of FaceTime. With Ozmo's pre-release access to iOS 15, your support agents will be ready to deliver every answer to your customers so they can easily digest the latest features.

Messages now transformed

A new major update within iOS 15 is Focus, where users can customize which notifications they would like to receive in order to direct their full attention on what they choose. Apple will automatically suggest options or users can generate their own based on their preferences. Through Focus, users are also able to share their status by letting others know if they are busy, which will be directly displayed in Messages. For urgent notifications, users will still be able to send and receive these messages despite using Focus. 

Within Messages, all links, images and other content shared within conversations in Messages can be found in the brand new “Shared with You” section in each corresponding app. This new section is built into Photos, Safari, Apple News, Apple Music and Apple TV apps already on an individuals’ iPhone. 

The latest addition in messages called Photo Collections will transform the photo finding experience. This feature presents multiple photos in Messages as a collage or in a stack of images. Now, users can swipe through, change the display or save images directly within the app. 

Major software changes can cause significant challenges for users. By having the right support tools to deliver accurate and reliable answers to users, your customers can experience new upgrades like Focus with ease.

Request a free demo with Ozmo

All of users' favorite features, redesigned

Within iOS 15, notifications are reimagined with a completely new format that features contact photos and larger app icons to make it much easier for users to identify who or what is notifying them. Users can now quickly catch up with all of their notifications with an efficient summary that is delivered daily and ordered by priority for the best experience. 

Also, Safari is now even more customizable with an all-new layout. The new tab bar maximizes total screen space, therefore enhancing the user’s exploration journey. The tab bar is located at the bottom of the screen, so users will only need to use their thumb to navigate through Safari. iOS 15 also enables people to group tabs together, syncing from each of their devices. Users can also now search in Safari using their voice and add extensions straight to their iPhone, just as they can on desktop.

These new configurations make the user experience more customizable and efficient. To assist customers with their new personalized experiences, users can benefit from self-serve support tools to guide them independently.

Managing browser tabs

Apple iPhone 11 Pro Max on iOS 15.0.0

You can switch between multiple tabs inside your web browsing app. This allows you to keep several websites open at once to quickly switch between. You can clear your open browser tabs by pressing X on the tabs you want to close.

  1. There are no indicators associated with this step.

    Note: Browser windows are also called tabs.

  2. The indicator is towards the right.

    From the Home screen, tap the Safari icon.

    Step 1/8
  3. The indicator is in the bottom right.

    Tap the Tabs icon.

    Step 2/8
  4. The indicator is in the bottom left.

    To open a new tab, tap the Plus sign icon.

    Step 3/8
  5. The indicator is in the bottom right.

    Tap the Tabs icon.

    Step 4/8
  6. The indicator is in the top left.

    Select a tab to view.

    Step 5/8
  7. The indicator is in the bottom right.

    Tap the Tabs icon.

    Step 6/8
  8. The indicator is in the top right.

    To close a tab, tap the X icon.

    Step 7/8
  9. There are no indicators associated with this step.
    Step 8 of 8:

    You've completed the steps!

    Step 8/8

More power with Maps

Apple Maps with iOS 15 is also a brand new experience. Users can now explore different cities with a new detailed view, along with 3D landmarks in dark and light mode. Driving with Maps also becomes much easier with iOS 15, providing individuals with exceptional details with its street-level perspectives and a brand new driving map that indicates road conditions and incidents. Driving is not only more efficient, but Maps also offers immersive walking directions with the new augmented reality instructions. Users are now able to pin routes for their favorite transit options, revealing individual stations and times with just one tap. Getting to and from new places is now more effortless than ever before.

Using turn-by-turn directions

Apple iPhone 11 Pro Max on iOS 15.0.0

The Maps application can help guide you to your destination. Learn how to use Maps on your device to navigate to any location with turn-by-turn directions.

  1. The indicator is towards the top.

    From the Home screen, tap Maps.

    Step 1/6
  2. The indicator is in the center.

    Tap the Search for a place or address field.

    Step 2/6
  3. The indicator is towards the bottom.

    Enter your destination.

    Step 3/6
  4. The indicator is towards the top.

    Select your destination.

    Step 4/6
  5. The indicator is in the bottom right.

    Tap GO to begin navigating.

    Step 5/6
  6. There are no indicators associated with this step.
    Step 6 of 6:

    You've completed the steps!

    Step 6/6

How to be ready to support your customers

New updates to operating systems can sometimes cause confusion in the lives of users, so it is imperative that you have access to the necessary resources to help with any technology uncertainty you may be facing. With Ozmo’s omnichannel platform, end users and agents alike have access to a wide variety of support tools to solve any tech support question at any time from anywhere. Ozmo’s comprehensive device and app library is guaranteed to provide reliable answers for each and every customer interaction. 

Ozmo Self Serve places valuable support resources right into the hands of users by providing customers the right answers to even the most complex issues to solve their tech problems independently and efficiently. 

As for Ozmo for Agents, contact center agents can get early access to all things iOS 15. This gives your agents all of the tools they need to be ready to provide support with confidence on the day iOS 15 launches. Overall, each update is bound to be accompanied by frustration with some users so make sure that your team has the right tools to help make a major difference in the lives of your customers today. 

Want pre-release support access to iOS 15? Request a FREE demo with our team of experts. 

The importance of self serve in tech support

The world of technology and tech support is constantly advancing. This consistent change of pace has resulted in customer support becoming increasingly vital to the success of customers today. As our devices and applications evolve and update past the rate in which companies can publish support resources, it’s critical that businesses and their customers have the right answers available within effective support solutions.

Now more than ever before, end-users are seeking out self-serve support to answer their complex technology questions. Without effective self-serve support solutions through their providers’ digital channels, customers are more likely to swarm contact centers for support, or worse, have their complex tech issues go unanswered. And when customers are left to rely on search engines for their tech support questions, often the answers are unclear, outdated and unreliable.

That’s where effective self-serve support solutions come in.

In Ozmo’s latest Tech Chat, Director of Marketing Christina Herrington and Vice President of Product Brian Cross reveal the secrets behind providing effective self-serve support to today’s customers. Christina and Brian discuss what self-serve support is, the challenges individuals are facing in their tech support today, what benefits can impact your business and how to transform your company’s support efforts with an omnichannel solution.

Watch the full video today

To learn more about how your company can transform its self-serve support, fill out this brief form for complete access to the full length video including a free demo of Ozmo Self Serve.

You’ll learn:

  • What it means to have an omnichannel self-serve solution
  • How to measure success of your self serve
  • Tangible benefits your business can expect by offering self serve
  • And more!




    How to effectively onboard your customers with self serve

    As digital adoption rates continue to increase among users, it’s vital that companies can provide customers with the right tools that they need to effectively navigate their digital journeys, especially when it comes to customer onboarding. 

    One of the most effective ways to assist customers during their onboarding processes is to provide comprehensive self-serve onboarding tools. Research indicates that over 80% of customers attempt to answer their questions and solve their issues on their own before reaching out to a customer service representative.1

    In this blog post, we’ll define what customer onboarding is, share tips for successfully onboarding your customers and explain why effective self-serve is necessary to the success of your user base. 

    What is customer onboarding?

    Customer onboarding is the process of introducing and welcoming customers to their new technology and to your company. First introductions lay the foundation of your users’ experiences. When customers are equipped with the right tools and support during their onboarding, they are more likely to support and interact frequently with your business moving forward. 

    What makes customer onboarding so important?

    The reason why successful onboarding is so important for your customer base is because it has the potential to dramatically influence digital adoption rates, customer satisfaction and brand loyalty among your customers.

    Keep reading to learn more about the three tips necessary to successful customer onboarding.

    The drive towards digital adoption

    Onboarding is more than just giving customers the guides to get started — it’s an opportunity to set customers up with the right tools and capabilities that they have at their disposal while introducing them to your company. By promoting a successful onboarding experience, a company and its support teams can help drive digital adoption of its services and technology by encouraging customers to seek out self-serve solutions for future device, app or service questions. 

    Digital adoption not only positively enhances the customer experience, but it also greatly impacts your company’s bottom line. Self-serve support is a significant cost-saver as it helps to reduce the number of calls coming into the contact center. By offering self-serve onboarding tools, companies have the potential to save millions of dollars annually while preserving their time and human resources to serve every support interaction. By deflecting the amount of assisted support interactions, digital self-serve technology can transform your business. 

    Empowered customers are happy customers

    When digital adoption rates increase among your customers, so does their satisfaction. Customers who have reliable access to quickly and independently solve their tech needs are more likely to have positive sentiments surrounding their provider. Busy customers don’t always have the time to attend follow-up calls or sort through lengthy instructional documents for their tech support answers, especially during their onboarding. Customers want to be able to begin exploring and extracting immediate value out of their new technology as soon as possible. Offering self-serve support through easily accessible guided tutorials helps make the onboarding process as painless as possible for customers and agents alike. 

    Boosting brand loyalty

    Providing exceptional customer support via self-serve tools is directly tied to brand awareness and brand loyalty. Customers who consistently have their tech support needs met are more likely to recommend your company to others, whether it’s through word-of-mouth, online reviews or customer satisfaction surveys. Research has shown that when it comes to brand loyalty, 69% of customers remain loyal to their cellular carrier, 56% to their cell phone manufacturers and over 54% of respondents were loyal to their cable provider.2  This is an opportunity for mobile operators, device manufacturers and broadband providers to boost their customer loyalty with more tailored and easy-to-use self-serve onboarding experiences.

    Want to learn how to drive your customers to success during their onboarding?

    Three tips for excellent customer onboarding with self-serve

    There are a variety of touch points to help provide the most clear and efficient onboarding to customers utilizing self-serve. These tips include:

    1. Provide access to new device or service guided workflows

    When customers obtain a new device or sign up for a new membership with their providers, it’s important that these users are given support from the start. Joining a new network or switching to a new provider can be an uncharted territory for some customers, who are looking to your company for guidance. Providing customers with the option to bring their own device or begin their onboarding process with their new or existing device gives companies an opportunity to start off the customer’s experience on a good foot. Customers like C Spire have benefited from Ozmo’s guided onboarding workflows when it comes to getting acclimated to their new providers by bringing their own device

     One way in which companies can provide this support is through guided onboarding workflows. These workflows offer uninterrupted, step-by-step guidance to customers during their orientation. These workflows can be customized and embedded as interactive tutorials and cover hundreds of different support topics. 

    Transferring content from your old device with a wireless connection

    Samsung Galaxy S21 5G on Android 11.0.0

    Using a weireless connection, you can use Smart Switch to move your pictures, videos, and other media files from your old device to your new device.

    1. There are no indicators associated with this step.

      Note: Before getting started, check to make sure your old device is supported by Smart Switch. You can find a full list here.

    2. The indicator is towards the bottom.

      From the Home screen, swipe up to view your apps.

      Step 1/9
    3. The indicator is towards the right.

      Swipe to Settings.

      Step 2/9
    4. The indicator is in the top right.

      Tap Settings

      Step 3/9
    5. The indicator is towards the bottom.

      Scroll to Accounts and backup.

      Step 4/9
    6. The indicator is in the center.

      Tap Accounts and backup.

      Step 5/9
    7. The indicator is in the center.

      Tap Bring data from old device.

      Step 6/9
    8. The indicator is in the center.

      Tap Send data.

      Step 7/9
    9. The indicator is in the center.

      Tap Wireless.

      Note: After this step, select your old device type and follow the onscreen prompts to begin transferring your old content.

      Step 8/9
    10. There are no indicators associated with this step.
      Step 9 of 9:

      You've completed the steps!

      Step 9/9

    2. Hit all the touch points

    When introducing customers to your support, there are three main touch points that lay the foundation for effective customer onboarding. The key to effective onboarding is encouraging customers to utilize self support in their customer journeys. These include welcome emails, online self-serve hubs and in-store customer education.

    Proactive support

    A great way to introduce new customers to your company is with proactive support. Before the customer even knows they need help, meet them in their inbox by sending a welcome email, text or a push notification right to their device. In this initial communication, it's best to provide personalized self support content to the user. We recommend including the most common getting-started support topics tailored to the customer’s device, app or service. This helps make customers feel valued and supported in their new user-journeys. 

    Self-serve hub

    Another option for improving customer onboarding is creating a self-serve hub in low-cost digital channels, including your website and mobile app. When customers have a self-serve hub easily accessible to them via their preferred channels, they are more likely to utilize them to answer their own support questions. Mobile apps are a popular channel for customers to seek accurate answers while having the support right in their pockets. Offering a self-serve hub on your website can also be beneficial for customers. When customers turn to search engines for their tech answers, your website should be at the top of the search results to provide those answers. Organic search engine optimization (SEO) and in-site search capabilities are critical tools for your customers to find the answers they are looking for. Creating and maintaining a support hub with SEO-optimized content can provide customers with a central location to access top-tier support services that will allow them to smoothly transition into their new services

    Within your support sections, we recommend that you include broad coverage of your company’s supported apps and devices. The topics covered in your support hub should include all software and hardware details, from ‘how to insert a new SIM card’ to ‘how to transfer your old device to your new provider’ or ‘how to manage your new account’. In these self-serve hubs, it’s also important to provide support tools within the website itself, that way customers can access support at any time, whether they are viewing the content on desktop, mobile or through their service app.

    Inserting and removing the nano SIM card

    Apple iPhone 12 on iOS 14.5.0

    Learn how to insert and remove a SIM card from your device. Your cellular service is activated through your SIM card; without it you cannot use cellular features. Note that a SIM card tray removal tool may be needed.

    1. There are no indicators associated with this step.

      Note: Don't touch the gold contacts on your nano SIM card. That could damage the card. If you’re using a new SIM card, you can activate it by contacting your carrier.

    2. The indicator is in the center.

      Locate the nano SIM card tray on the left side of your device.

      Note: You must have a nano SIM card inserted in iPhone to place calls, access the internet, download apps, and share pictures over your carrier's network.

      Step 1/6
    3. The indicator is in the center.

      Press the card insertion/removal tool into the nano SIM card tray pinhole and push until the tray releases.

      Note: The card insertion/removal tool is included in iPhone's box.

      Step 2/6
    4. The indicator is in the center.

      Slide the nano SIM card tray out of its slot.

      Note: A nano SIM card may already be inserted in iPhone.

      Step 3/6
    5. The indicator is towards the top.

      Insert or remove the nano SIM card into or from the tray with the gold contacts facing the front of iPhone.

      Step 4/6
    6. The indicator is in the bottom left.

      Push the nano SIM card tray back into iPhone.

      Step 5/6
    7. There are no indicators associated with this step.
      Step 6 of 6:

      You've completed the steps!

      Step 6/6

    Assisted support

    The moment customers purchase a device, there is an immediate opportunity to educate end-users with self support. Interactive tutorials are an excellent way to guide customers through their onboarding processes. These tutorials can be accessed from any channel, whether in-person or online. ​​Arming in-store and contact center agents with easy-to-send guides and tutorials gives support teams the opportunity to advocate for digital adoption among customers as well. Agents can then train customers to utilize self-serve tools beyond their onboarding without having to come into the store or call into the contact center each time they need assistance. Not only does this ensure a consistent, guided setup experience for the customer, but it also arms end-users with comprehensive support tools.

    3. Keep onboarding up-to-date

    Keeping your support up-to-date is a critical part of providing accurate, first-class customer service. Device and app lifecycles are constantly evolving, and so should your support. Some support centers may only offer instructional documents or knowledge base articles during customer onboarding. However, oftentimes these lengthy, text-based guides are not optimized for proper technical support and education. These documents can also be difficult, if not impossible, to keep up-to-date as new software updates and offerings become available. With up-to-date, accurate self-serve answers, providers are able to seamlessly transition customers in their initial setup experiences.

    Supporting customers beyond onboarding

    Customer guidance and support needs to be provided to customers at every stage of their user journey. Support that covers even the most complex technical issues can transform not only your customers’ experiences, but your organization's customer support operations and bottom line entirely. 

    To learn more about how to consistently support your customer through onboarding and beyond, request a free demo from our team of experts today. 

    Ozmo welcomes Cellcom as a new customer to its tech support platform

    U.S.-based regional wireless provider Cellcom has selected Ozmo as its support platform to provide robust customer support tools to its employees and customers as it, like many companies, adapts to a more dispersed work environment. 

    As a new customer, Cellcom has complete access to Ozmo’s scalable omnichannel platform which offers comprehensive support tools for a seamless customer support experience across all channels. 

    “We are eager to welcome Cellcom as our newest customer to provide our support platform to its agents and customers,” said David Catalano, CEO and co-founder of Ozmo. “This multi-year agreement represents Ozmo’s commitment to enhancing the customer experience and we’re thrilled to assist Cellcom throughout this process.”

    Ozmo for Agents is a comprehensive support platform that empowers representatives  with tools and answers needed to help customers with solving complex technology issues quickly and confidently. With Ozmo’s assisted support solutions, Cellcom employees are expected to see improved first call resolution and reduced average handling time. 

    “It’s just like operating the device as if it were in your hand. You can walk the customer through each screen exactly as they would see it,” said one Cellcom technical support agent about Ozmo during an initial trial.

    Additionally, Ozmo’s scalable virtual device platform replaces the need for physical devices in call centers or retail locations, ultimately decreasing Cellcom’s capital costs and empowering team members to be successful no matter their work location. 

    “Cellcom prides itself on providing extraordinary customer care. As device lineups and product offerings continue to diversify and technology advances at an exponential rate, providing our team members with a new tool to maintain our high level of service and customer satisfaction was imperative,” said Sallie Drier, director of customer operations.

    Ozmo’s platform will empower more of our employees to answer technical questions with ease.”

    Sallie Drier, director of customer operations at Cellcom

    Along with Ozmo for Agents, Cellcom’s customers will have access to Ozmo’s self-serve tools in a future rollout which provide interactive resources and education tools to quickly and efficiently answer their technology questions. Once implemented, Ozmo self serve will improve  Cellcom’s call deflection rates by providing customers with convenient tutorials to solve their technology issues, which boosts overall customer retention and satisfaction.

    “Our live and local customer service is always happy to answer customer questions, but we’re excited to add convenient self-serve tools that are specific to our product set in the future for customers who prefer to troubleshoot questions on their own,” said Drier.

    Cellcom will also have access to Ozmo’s expanded library options which provides customers with expanded support for a variety of additional devices, including tablets and smartwatches.

    “With Ozmo’s support tools, agents and customers are empowered with reliable information and the confidence to serve even the most complex technology questions,” said Catalano. “The Ozmo team is looking forward to a long term partnership with Cellcom.”


    About Cellcom

    Cellcom is an innovative wireless company that provides nationwide service for its customer base throughout Wisconsin and Michigan, with more than 50 retail and agent locations. Cellcom is respected for its long-standing reputation of delivering extraordinary customer care, being a strong community partner, and for its renowned network, which is customized to its rural markets. Learn more at cellcom.com

    Four factors that will affect remote support in 2021

    Since the initial transition to remote workforces in 2020, industries have had to evolve their strategies to ensure safety and success among their employees and customers. Recent studies show that the amount of permanently remote employees is anticipated to double in 2021.1  Based on these productivity trends, companies are projected to continue improving their customer engagement and satisfaction while supporting their remote workers to provide the best remote support experiences. 

    Problem solving and successful resolutions are two of the main pillars of customer service, and as we settle into 2021, it’s important that we note what additional factors will contribute to maintaining effective customer service. Businesses, regardless of size, are in need of the proper tools to serve their agents and customers. There are four main areas that will have a major impact on remote support in 2021; these include: empowered agents in the call center, consistent omnichannel support, enhanced self-service options for customers, and an overall improvement to the customer experience. 

    Comprehensive agent assistance

    Support is required at every level, and that starts with empowering your at-home agents. Oftentimes agents have to rely on search engines and online forums to assist them in their customer interactions, which leaves them scrambling for answers. Additionally, turning to online forums could have increased security risks for some companies. Without proper support for your employees, agents can get lost in their customers’ interactions, leaving your customers with potentially outdated information and more questions than answers. Research indicates that 15% of customers agree that the reason they end up withdrawing from a brand is due to repeated customer service issues.2 

    To combat potential customer service issues, agents must have the proper tools to guide them in their customer interactions and provide the best support experiences possible. When agents are equipped with digital representations of devices and apps, such as freeform virtual devices, they are able to navigate through interactions freely without the need for physical devices. Having the ability to see what the customer is seeing in full view allows agents to guide customers confidently and efficiently through the troubleshooting experience. This also provides agents with the ability to send answers directly to customers to help educate them through each interaction. 

    Consistent omnichannel support

    As most businesses have been without in-person services, customers are in need of support through every available online avenue, more than ever before. Having the ability to access consistent answers easily from any available channel is essential for customers. Forty percent of online consumers typically return to a previously purchased brand based on how effective their customer support is.3 With the right omnichannel support, your customers can have a seamless, unified support experience that is tailored to their needs, through any channel, at any time.

    A new era of self-service 

    Self serve options have now become a necessity for customers to quickly and efficiently solve issues on their own. Self service empowers customers and drives digital adoption, making them more likely to visit your company’s website and available mobile apps for their answers. Implementing self serve tools also improves customer satisfaction, as customers don’t have to call into contact centers each time to solve their device or app issues. Effective and accessible self serve tools also drastically increase call deflection for your contact center, which can help save valuable resources, including your agents’ time and company spending.

    Positive CX drives brand loyalty

    Providing effective and reliable support is one of the leading drivers towards maintaining brand loyalty. As we’ve seen in 2020, companies that make an effort to understand and listen to their customers are more likely to receive positive feedback from customers. Brand loyalty is critical in retaining current customers. Mobile operators are the number one top rated industry with the highest brand loyalty and device manufacturers are the sixth most brand loyal industry among consumers.4

    One of the most important ways for industries to secure customer loyalty is through effective and positive customer experiences. In fact, 29% of customers revealed that they are loyal to their device manufacturer because they had one or more positive customer service interactions.5 When your customers are happy, your bottom line will reflect that. Customer satisfaction in 2021 goes beyond customers just having their needs met; companies must deliver valuable, unique experiences to their customers throughout the support process. 

    Looking ahead

    While 2020 may be over, the effects of the COVID-19 pandemic on our workforces aren’t going away anytime soon. It’s imperative that businesses have the right tools to serve their agents and customers in this evolved work environment. Being proactive in your remote workforce strategy is the key to achieving your company’s goals for successful remote support throughout 2021 and beyond.

    Vidéotron selects Ozmo support platform

    Beginning August 1, 2020, Vidéotron has joined the Ozmo support platform as a new customer. As a leading telecommunications provider in Canada, Vidéotron selected Ozmo as its tech support provider across its range of customer care channels.

    “The multiplication of mobile devices and software updates generates a layer of complexity in our ability to deliver a simple, efficient and personalized customer experience that allow a connected life,” said Frederic Dery, Vice-President of Products and Customer Experience.

    Ozmo’s solution is a game changer by providing our customers and agents easy access to efficient, contextual and consistent onboarding and support content.

    Frederic Dery, Vice-President of Products and Customer Experience at Vidéotron

    Vidéotron has implemented Ozmo’s omnichannel platform across assisted and self-support channels to provide its customers with a consistent, frictionless experience regardless of where they turn for support.

    “Ozmo allows our Videotron Call Centers Agents who work from home during the pandemic to better serve our customers,” said Sylvain Brosseau, Senior Vice-President of Operations and Customer Service. “With the virtual devices solution, they now have access at all times to an ever-growing device library, right at their fingertips.”

    “We are so excited to welcome Vidéotron to the Ozmo family,” said Aaron Herrington, co-founder and Chief Growth Officer at Ozmo. “Our platform empowers Vidéotron’s agents to provide the best possible service to its customers across a wide range of apps and devices. Further, Vidéotron customers will experience the self-serve nature of Ozmo’s digital support tools when they prefer to troubleshoot on their own.”

    Support agents are empowered with Ozmo for Agents, the leading assisted support platform proven to improve first call resolution and customer satisfaction, in Vidéotron contact centers. And Vidéotron customers that prefer to self solve tech support issues will now access interactive self support content across digital channels.

    As Dery puts it, “customers expect more autonomy from their mobile operators. Ozmo definitely empowers our customers with self-service capabilities!”

    In addition to Ozmo’s robust library of devices and apps, Vidéotron also benefits from custom support of its own mobile apps to guide customers through managing their account, paying their bill and much more topics unique to the Vidéotron network.

    Headquartered in Quebec, Vidéotron receives all Ozmo answers in both French and English to fully support its broad network of subscribers.

    “We’re very much looking forward to the benefits Vidéotron will receive with its implementation of our support platform, as well as the strong partnership between our two organizations for years to come,” said Herrington.

    COVID-19 Bluetooth-based tracking and what it means for you

    In April, Apple and Google teamed up to create an exposure notification system to help track COVID-19. Originally designed to be embedded in state or country-issued apps, this API tool is now broadly available in Android and iOS operating systems.

    Understanding how exposure notification works

    The solution uses Bluetooth identifiers instead of geolocation data to protect user identity. Using Bluetooth-based proximity detection prevents governments from accessing personal data and keeps the information stored in the user’s mobile device. Since the API is not stored in a central database, app developers cannot access location data. Each smartphone is given random, rotating identifiers that change every ten to twenty minutes to prevent outside sources from tracking personal information. Any information approved for release is anonymous.

    So how do you access this tool on your smartphone? Good question. Read on to find out more.

    Downloading an Exposure Notification App

    COVID-19 Safety app on iOS, Version 1

    Download and install apps or widgets to add functionality that doesn’t come pre-installed on a device. Apps can be in a category such as social media, health, navigation, productivity and more. Widgets include calendar widgets, weather widgets and more.

    1. The indicator is in the center.

      From the Home screen, tap App Store.

      Step 1/9
    2. The indicator is in the bottom right.

      Tap Search.

      Step 2/9
    3. The indicator is towards the top.

      Tap the Games, Apps, Stories, and More field.

      Step 3/9
    4. The indicator is towards the bottom.

      Enter the name of your country, region, or state's COVID tracking app.

      Note: For this tutorial we are using Virginia's COVIDWISE app. Your country, region, or state's app may be called something different.

      Step 4/9
    5. The indicator is in the bottom right.

      Tap search.

      Step 5/9
    6. The indicator is in the top right.

      Tap GET.

      Step 6/9
    7. The indicator is towards the bottom.

      Tap Install.

      Step 7/9
    8. The indicator is in the top right.

      Tap OPEN.

      Note: After this step, follow any Getting Started steps to get the app set up. Remember to enable Exposure Notifications during this process.

      Note: You will need to have an Exposure Notifications app installed and set up to turn on Exposure Notifications.

      Step 8/9
    9. There are no indicators associated with this step.
      Step 9 of 9:

      You've completed the steps!

      Step 9/9

    Downloading an Exposure Notification App

    COVID-19 Safety app on Android, Version 1

    Download and install apps or widgets to add functionality that doesn’t come pre-installed on a device. Apps can be in a category such as social media, health, navigation, productivity and more. Widgets include calendar widgets, weather widgets and more.

    1. The indicator is towards the bottom.

      From the Home screen, tap PlayStore.

      Note: For this tutorial we are using a device that accesses settings by swiping up. Your device may follow a different path to access applications.

      Step 1/8
    2. The indicator is towards the top.

      Tap the Search for apps & games field.

      Step 2/8
    3. The indicator is towards the bottom.

      Enter the name of your country, region, or state's COVID tracking app.

      Note: For this tutorial we are using Virginia's COVIDWISE app. Your country, region, or state's app may be called something different.

      Step 3/8
    4. The indicator is in the bottom right.

      Tap the Search key.

      Step 4/8
    5. The indicator is towards the top.

      Select the app you'd like to install.

      Step 5/8
    6. The indicator is in the center.

      Tap Install.

      Step 6/8
    7. The indicator is in the top right.

      Tap Open.

      Note: After this step, follow any Getting Started steps to get the app set up. Remember to enable Exposure Notifications during this process.

      Step 7/8
    8. There are no indicators associated with this step.
      Step 8 of 8:

      You've completed the steps!

      Step 8/8

    This API tool is used in government-built mobile apps. To access the app your country or region must first opt-in for the program. Once this occurs you’ll be able to manage exposure notification preferences in the setting app of your smartphone. For detailed instructions please see the above interactive guides.

    Consent-based sharing

    Understanding how your data will be used

    COVID-19 Safety app on iOS, Version 1

    Learn how the your Covid-19 tracking app will be using your data.

    1. There are no indicators associated with this step.

      All data collected using the Apple Exposure Notification feature will be stored on your device.

      Step 1/8
    2. There are no indicators associated with this step.

      Your device will periodically collect anonymous beacons of nearby smartphone devices and store them locally.

      Step 2/8
    3. There are no indicators associated with this step.

      The random IDs generated by your device will change every 10-20 minutes so that your location can't be tracked.

      Step 3/8
    4. There are no indicators associated with this step.

      Your device and the devices of those around you who are also opted into the Exposure Notification feature will periodically send the randomly generated IDs to each other via Bluetooth.

      Step 4/8
    5. There are no indicators associated with this step.

      Your device will periodically check the random IDs that your device received against a list of IDs associated with a positive COVID-19 test result.

      Step 5/8
    6. There are no indicators associated with this step.

      The app will notify you if you have been near someone with a random ID associated with a positive COVID-19 test result and will direct you on your next actions.

      Step 6/8
    7. There are no indicators associated with this step.

      You may not have had direct contact with the person who had a positive test result; they may have been in a car near you. However, precautions should be taken to ensure that you do not have COVID-19.

      Step 7/8
    8. There are no indicators associated with this step.
      Step 8 of 8:

      You've completed the steps!

      Step 8/8

    Public health authorities will need permission to collect proximity data between users who test positive for COVID-19. Unless the user agrees to consent-based sharing, people they have come into contact with will not be alerted. If granted permission, the user’s identifier is uploaded to a central server for others to view. When in close contact with a person, Android and iOS users will be notified if they have been exposed to the pathogen. For accurate data collection, individuals are given a unique code that confirms the diagnostic test has been distributed and approved by healthcare professionals.

    Activating exposure notification

    Activating Exposure Notification on your device

    COVID-19 Safety app on iOS, Version 1

    You can activate Covid-19 exposure settings in your devices settings. If you come into contact with someone who has reported that they have been infected with Covid-19, you will be notified.

    1. The indicator is in the center.

      From the Home screen, tap Settings.

      Step 1/11
    2. The indicator is towards the bottom.

      Scroll to Exposure Notifications.

      Step 2/11
    3. The indicator is in the center.

      Tap Exposure Notifications.

      Step 3/11
    4. The indicator is towards the top.

      Tap Turn on Exposure Notifications.

      Step 4/11
    5. The indicator is towards the bottom.

      Tap Continue.

      Step 5/11
    6. The indicator is towards the bottom.

      Scroll to your Country or Region.

      Step 6/11
    7. The indicator is in the center.

      Select your Country or Region.

      Note: For this tutorial we are setting up the device to use United States as the Country and Virginia as the State. You should choose the Country or Region where you reside.

      Step 7/11
    8. The indicator is towards the bottom.

      Scroll to your State or Region.

      Step 8/11
    9. The indicator is towards the bottom.

      Select your State or Region.

      Step 9/11
    10. The indicator is towards the bottom.

      Tap Done.

      Note: If your Region has an Exposure Notification app, you will be notified on this screen. Tap Open App Store to be directed to your Region's app to download it.

      Step 10/11
    11. There are no indicators associated with this step.
      Step 11 of 11:

      You've completed the steps!

      Step 11/11

    Activating Exposure Notification on your device

    COVID-19 Safety app on Android, Version 1

    You can activate Covid-19 exposure settings in your devices settings. If you come into contact with someone who has reported that they have been infected with Covid-19, you will be notified.

    1. The indicator is towards the bottom.

      From the Home screen, swipe up to view your applications.

      Note: For this tutorial we are using a device that accesses settings by swiping up. Your device may follow a different path to access applications.

      Step 1/8
    2. The indicator is towards the bottom.

      Scroll to Settings.

      Note: For this tutorial we are using a device that requires scrolling to access Settings. You may need to swipe left or right to access Settings.

      Step 2/8
    3. The indicator is in the bottom right.

      Tap Settings.

      Step 3/8
    4. The indicator is towards the bottom.

      Scroll to Google.

      Step 4/8
    5. The indicator is towards the bottom.

      Tap Google.

      Step 5/8
    6. The indicator is in the center.

      Tap COVID-19 exposure notifications.

      Step 6/8
    7. The indicator is in the top right.

      Tap or slide the Use Exposure Notifications switch to ON.

      Step 7/8