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. Step 1 of 9:

    From the Home screen, tap App Store.

  2. Step 2 of 9:

    Tap Search.

  3. Step 3 of 9:

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

  4. Step 4 of 9:

    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.

  5. Step 5 of 9:

    Tap search.

  6. Step 6 of 9:

    Tap GET.

  7. Step 7 of 9:

    Tap Install.

  8. Step 8 of 9:

    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.

  9. Step 9 of 9:

    You've completed the steps!

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. Step 1 of 8:

    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.

  2. Step 2 of 8:

    Tap the Search for apps & games field.

  3. Step 3 of 8:

    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.

  4. Step 4 of 8:

    Tap the Search key.

  5. Step 5 of 8:

    Select the app you'd like to install.

  6. Step 6 of 8:

    Tap Install.

  7. Step 7 of 8:

    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.

  8. Step 8 of 8:

    You've completed the steps!

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. Step 1 of 8:

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

  2. Step 2 of 8:

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

  3. Step 3 of 8:

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

  4. Step 4 of 8:

    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.

  5. Step 5 of 8:

    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.

  6. Step 6 of 8:

    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.

  7. Step 7 of 8:

    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.

  8. Step 8 of 8:

    You've completed the steps!

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. Step 1 of 11:

    From the Home screen, tap Settings.

  2. Step 2 of 11:

    Scroll to Exposure Notifications.

  3. Step 3 of 11:

    Tap Exposure Notifications.

  4. Step 4 of 11:

    Tap Turn on Exposure Notifications.

  5. Step 5 of 11:

    Tap Continue.

  6. Step 6 of 11:

    Scroll to your Country or Region.

  7. Step 7 of 11:

    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.

  8. Step 8 of 11:

    Scroll to your State or Region.

  9. Step 9 of 11:

    Select your State or Region.

  10. Step 10 of 11:

    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.

  11. Step 11 of 11:

    You've completed the steps!

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. Step 1 of 8:

    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.

  2. Step 2 of 8:

    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.

  3. Step 3 of 8:

    Tap Settings.

  4. Step 4 of 8:

    Scroll to Google.

  5. Step 5 of 8:

    Tap Google.

  6. Step 6 of 8:

    Tap COVID-19 exposure notifications.

  7. Step 7 of 8:

    Tap or slide the Use Exposure Notifications switch to ON.

  8. Step 8 of 8:

    You've completed the steps!

To activate or deactivate the exposure notification on your device connect to the health-related app or in privacy settings as an exposure logging toggle. App users have the power to grant permission to be monitored by switching this toggle on or off. This tool will use low energy, and when turned on, it won’t drain the phone’s battery life. To protect the user’s identity, developers can only collect the bare minimum of information required to operate the app.

Fighting COVID-19 with technology

Technology is one way of fighting this pandemic. Google and Apple’s API release is paving the way to help reduce the spread of COVID-19 on a global scale. The exposure notification technology is a great example of technological innovation creating new and unforeseen benefits in our everyday lives. Please consider sharing these interactive guides with friends and family to help them stay safe and informed.

Guiding your customers to success with iOS 14

During these times of uncertainty, our devices have become necessary to achieve clear communication. Apple’s newest iOS 14 update has now made it easier and more accessible for users to stay in touch with loved ones and connected with updates on their devices. iOS 14 provides an all new visual experience that makes it more compact and organized for smartphone users. With access to iOS 14 on Ozmo’s support platform, support agents are able to familiarize themselves with the update before assisting their customers.

If you’re interested in learning more about what exciting features iOS 14 has to offer and what questions your customers are likely to have, keep scrolling.

Home screen reimagined

One of the major updates to iOS 14 is the new App Library, where users can find an organized list of all of their apps on one main screen without having to scroll endlessly to find the right app. When swiping to the far right of the home screen, users will now have all of their apps categorized into folders based on iOS 14 recommendations. These recommendations include Entertainment, Lifestyle, Productivity and more. When visiting the App Library, users will find a suggestions folder in the top left corner that provides them with their four most recently used apps. Users can also search for their favorite apps in the library via the search bar function, where all apps will be listed neatly in alphabetical order.

Adding widgets

Apple iPhone 11 Pro Max on iOS 14.5.0

Widgets allow you to do things such as preview upcoming events, see recent emails, and get quick access to your favorite contacts. Widgets are also known as modules and help you keep important information at the tips of your fingers.

  1. Step 1 of 8:

    From the Home screen, swipe from left to right to access your widgets panel.

    Note: For this tutorial we are choosing to add a widget on the widgets panel. You may choose to add a widget on any Home screen panel, however steps may vary.

  2. Step 2 of 8:

    Touch and hold an empty space on the screen.

  3. Step 3 of 8:

    Tap the Add widget icon.

  4. Step 4 of 8:

    Select the widget you would like to add.

  5. Step 5 of 8:

    Swipe to choose a widget size.

    Note: Some widgets may have multiple sizes.

  6. Step 6 of 8:

    Tap Add widget.

  7. Step 7 of 8:

    Tap Done.

  8. Step 8 of 8:

    You've completed the steps!

Along with the new App Library comes a whole new user experience with widgets on the home screen. iOS users now have more freedom than ever before to manage, customize and adjust their home screens based on their personal preferences with the widget SmartStack option. This SmartStack option gives users the power to prioritize their most used widgets by size and shape throughout their main screen. Additionally, users can adjust which widgets will appear on their screen based on their daily needs and personal use throughout the day.

Using Picture in Picture

Apple iPhone 11 Pro Max on iOS 14.5.0

With the Picture-in-Picture function of your device, you can keep a minimized version of some apps open while you navigate the rest of your device.

  1. Note: Picture in Picture mode allows you to continue watching a video while navigating your device.

  2. Step 1 of 6:

    From a full screen video, swipe up from the bottom of the screen to access the homescreen.

    Note: For this tutorial we will be using a video that we are watching on YouTube from the Safari app.

  3. Step 2 of 6:

    Drag the video to the desired location.

  4. Step 3 of 6:

    Tap Settings.

    Note: You can access other apps while your video is playing.

  5. Step 4 of 6:

    Tap the video to bring up options.

  6. Step 5 of 6:

    Tap the Full screen icon to go back to full screen mode.

  7. Step 6 of 6:

    You've completed the steps!

Say goodbye to having to pause your call or your favorite episode, because now with Picture in Picture, iOS 14 users can continue watching videos or maintain Facetime calls all while using other apps. These calls and videos will now pop up as a separate, smaller window while you explore the rest of your device.

Ozmo’s simple-to-follow tutorials are available for hundreds of different devices, apps and software updates making it easier for both agents and customers to follow along.

A new way to communicate

Replying to a message in a group

Apple iPhone 11 Pro Max on iOS 14.5.0

While in a group chat in your messages app, you can respond to a specific message in a thread of messages.

  1. Step 1 of 6:

    From a group text message, press and hold the message you would like to reply to.

    Note: You can reply to a message to start a message thread within the group to keep all messages for a certain topic in one thread.

    Note: All devices in the group will need to be on iOS 14 in order for the threaded message to show up for all group participants.

  2. Step 2 of 6:

    Tap Reply.

  3. Step 3 of 6:

    Enter your reply

    Note: All messages not in the current thread with be temporarily blurred out so that you can focus on the message thread.

  4. Step 4 of 6:

    Tap the Send icon.

  5. Step 5 of 6:

    Tap outside of the message thread to return to the group chat.

  6. Step 6 of 6:

    You've completed the steps!

One way that users can now interact more effectively is through Mentions, where individuals can now ping someone within a group conversation. If you are direct messaged, your name will be highlighted within the group conversation, making it clear when you’ve been mentioned, even when the chat is muted. Users can also customize their direct messages for if and when they’d like to receive separate notifications.

Along with Mentions in group conversations comes Inline Replies. Inline Replies give users the space to reply directly to certain messages within group conversations, making it more user friendly to communicate in certain conversations. All iOS users in group conversations will be able to view these replies in both the full conversation as well as a part of individual conversation threads.

Pinning a text message

Apple iPhone 11 Pro Max on iOS 14.5.0

In the messages app, you can favorite conversations with the contacts you message the most.

  1. Step 1 of 6:

    From the Messages app, swipe from left to right on the message you would like to pin.

  2. Step 2 of 6:

    Tap the Pin icon.

  3. Step 3 of 6:

    To unpin a message, tap Edit.

  4. Step 4 of 6:

    Tap Edit Pins.

  5. Step 5 of 6:

    Tap the Minus icon beside the pinned message you would like to unpin.

    Note: You can also pin messages from this view.

  6. Step 6 of 6:

    You've completed the steps!

iOS 14 also allows users the ability to highlight their conversations with the new Pinned Conversations feature. By swiping left on a conversation and selecting the “Pin” option, individuals can now easily see their common threads and conversations at the top of their Messages screen.

Additional text features include new updates to your Memoji. Users can now customize their Memoji to fit their profile and personality with over twenty new style and personality options to choose from.

iOS 14 is also bringing a whole new app that is dedicated to interpreting conversations across eleven different languages. The Translate app offers real, in-time translation, making it smoother and more natural to communicate between languages.

User experience updates

Along with a more organized home screen, Apple has made adjustments to other main elements like Siri. The updated, more condensed version of Siri now allows users to request assistance while still having the flexibility to navigate their devices. To use Siri, users will have to long press on their home buttons or the side power button, and Siri will appear as a small circle icon at the bottom of the home screen.

Completing tasks such as paying for parking or ordering lunch are just a tap away with iOS 14’s newest feature, App Clips. When customers are in a rush but don’t have the right app to complete a purchase or locate a restaurant, simply pair the device with the contactless card reader and available App Clips will appear on the device. From here, users can select the “open” option, which will then lead them to the available app.

Smartphone users will now receive phone call notifications that no longer take up the entire screen. The Compact Call feature gives users the chance to continue using other apps before responding to a call. Calls will now appear as a banner notification at the top of users’ screens with both accept and decline options.

Privacy and exposure tracing

Like previous security efforts, Apple has updated their privacy measures by granting users access to adjust their privacy settings based on their comfortability. These updates include: informing a user of app privacy practices before downloading, notifying customers when an app is using the camera or the microphone, and enabling approximate location access. These features will provide customers with safer, more secure access to their data.

For real-time updates of potential COVID-19 outbreaks near you, iOS 14 now allows you to turn on exposure notifications from the Public Health Authority.

Closing

Major updates can be complicated, and at times, frustrating for some individuals. Complex language and instructions can make it nearly impossible for select smartphone users. In order to combat this, it’s important to have the proper tools to ease that stress. Contact center assistance is now more comprehensive than ever before with Ozmo for Agents. With Ozmo’s platform, your agents will be equipped with a robust virtual device library with all of the right tools to improve your customer interactions. Additionally, Ozmo’s self-serve options also give individuals the confidence to manage their own device and app questions. Major software updates have the potential to make a significant difference in customers’ lives, and being able to assist in those experiences is crucial for the success of your customers.

Transitioning to remote tech support

The past several months, the majority of the world’s population has been experiencing a new way of life that has dramatically changed how we interact and communicate with one another. In the midst of a global pandemic, businesses have had little choice but to adapt quickly.

Several months ago, when contact center locations were shut down to adhere to social distancing mandates, employees had to transition to remote work practically overnight. For an industry that can be very reliant upon a collaborative work environment, this transition required additional resources to make working remotely possible. The effects were especially apparent for support agents who needed remote access to a tech support solution.

For some enterprises, the transition to remote work involved using existing tools to adapt to the new environment, while others looked to new support tools to make the necessary changes. No matter the approach, enterprises had to adapt to maintain customer and agent relationships. Sticking with existing solutions may be easier to manage in the short term, but switching your current toolbox to a flexible and robust support solution has long-term benefits.

Future work conditions

Like many workforces, customer support teams have moved to remote operations and require technical support to stay informed. Having a robust support solution amongst other tools is key for successful remote work. This type of solution allows support agents and customers to communicate effectively. It also offers customers the flexibility to use any channel – assisted or self support – to solve their problems. It is uncertain how long this new work environment will last, but it’s critical that customer support teams have the tools they need to succeed in the meantime.

A truly omnichannel tech support platform

Assisted support: Empowering agents

Many tools became critical almost overnight, including technology like virtual devices. A solution that provides a scalable library of virtual devices gives agents remote access to hundreds of devices and apps. This anywhere-access removes the need for agents to handle physical devices, reducing safety risks associated with shared handsets. It also cuts costs for enterprises by removing the need for purchasing physical devices for agent use, providing a fully scalable digital library instead.

A strong solution that empowers your agents to work from home also needs to provide direct access to your suite of enterprise applications. This is especially useful for outsourced agents who otherwise cannot sign into mobile provider apps. Making app support easily accessible for your entire agent workforce means that agents can successfully support customers through some of the most critical actions like paying their bills and managing their accounts.

Having the ability to virtually assist customers creates contactless, long-lasting support, and introduces a new relationship between customers and customer support. Instead of having to spend time searching for answers across various databases, agents can access comprehensive tech support from a single source of information, providing customers with everything they need and nothing that they don’t.

Self-support: Enabling customers to digitally self support

By implementing an omnichannel support solution, customers can opt for self support giving them the ability to answer their questions in any digital channel, no matter the time or place. They also have the ability to locate answers without the hassle of long wait times. Having a consistent and accurate tech support platform ensures that no matter where your workforce is located, your customers will receive the support that they need.

Preparing for the future

Simply put, remote work is a reality of today. Whether or not workers will return to contact centers and other crowded offices remains to be seen. But the shift to a remote tech support workforce with minimal disruption is possible, given the right resources and partner to guide you through the transition. It’s important to take the time to objectively evaluate whether your current toolset can take care of your future needs. Now is the time to think about the future and make plans for it. For more information on how we can assist your transition to a remote workforce, contact Ozmo today.

Over 6,400 support agents benefit from free access to Ozmo for Agents

During these times when the world is practicing social distancing, people are connecting through technology in new, innovative ways and spending more time on their devices. With this comes a spike in technical issues and questions we may not normally encounter. For many enterprises, this means higher service requests and longer wait times for consumers. To help enterprises manage customer support during COVID-19, we are offering free access to our assisted support product, Ozmo for Agents, to create a seamless, contact-free interaction.

Since March, we have successfully onboarded new enterprises to Ozmo’s platform and have expanded support to current customers. Companies can now offer support agents access to Ozmo’s extensive virtual device library free of charge. To date, the program has been met with an overwhelmingly positive response from businesses and their support agents.

This is amazing, please keep developing this!

Direct feedback from call center agent, top tier mobile device OEM

In the last month, we have brought on four new mobile operators and expanded service support to seven of our customers. Over 6,400 agents within their support centers have benefitted from free access to Ozmo for Agents, using it over 18,000 times in the short time this has been live. In addition, hundreds of agents from our current customers on the Ozmo platform have benefitted from expanded library access with more virtual devices at their fingertips than ever.

Reps are happy because they have been asking for device emulators forever.

CX Manager, tier one US mobile operator

Support staff can offer customers more efficient and accurate answers

With safety in mind, our purpose is to ensure enterprises can provide an optimal experience for both agents and customers alike. By using Ozmo for Agents, support staff can offer customers more efficient and accurate answers while adapting to their at-home work environments and remove the need to handle physical devices.

The Work from Home team is delighted to have such a robust capability on-board so quick and easy and FREE!

CX Manager, tier one US mobile operator

Free access to Ozmo for Agents

We invite you to use our platform free of charge, no strings attached. Email us at newbiz@ozmo.com to discuss how we can help you expand your customer support using our platform today.

Three ways to disinfect your phone and other tech

Our smartphones and other connected devices go with us everywhere. Just a quick image search for the amount of germs on a cell phone (we don’t recommend it) will have you pretty grossed out, though. Despite all the benefits they provide, the connected devices we use in our everyday lives can carry all types of germs. Though COVID-19 has heightened our awareness of the need for increased handwashing and safety precautions, something that often gets overlooked is the need to sanitize our devices.

Below we’ll share three different methods to clean your tech and remove germs, each with an interactive guide to walk you through the process.
And just a few quick notes before you begin: always power down your device before cleaning and be sure to avoid using bleach or spraying any liquid directly onto your devices.

How to sanitize your smartphone and other devices

Method 1: Sanitizing wipes

Using sanitizing wipes is a quick and inexpensive way to remove germs from your phone and connected devices. Because these wipes are disposable, that means you can toss them when you’re done and move on with your day. Follow the steps below to disinfect your device using sanitizing wipes.

Disinfecting your device using wipes

COVID-19 Safety app on Android, Version 1

It is recommended that you use isopropyl alcohol based wipes that are at least 70% alcohol when sanitizing your device. Be extra careful not to let the residual alcohol linger in any crevices or areas on the device where the alcohol could enter the device and damage internal components.

  1. Note: It is recommended that you use isopropyl alcohol based wipes that are at least 70% alcohol when sanitizing your device. Be extra careful not to let the residual alcohol linger in any crevices or areas on the device where the alcohol could enter the device and damage internal components.

  2. Step 1 of 5:

    Power off your device.

    Note: If applicable, remove any cases or other accessories from your device.

  3. Step 2 of 5:

    Gently rub the alcohol saniziting wipes on your device making sure to cover your device completely with the isopropyl alcohol.

    Note: You may repeat these previous two steps as many times as you would like. It is recommended that you use one wipe at a time so as not to accidentally damage the device. However, the alcohol will evaporate.

  4. Step 3 of 5:

    Wait 5 to 10 minutes for the isopropyl alcohol to evaporate completely.

  5. Step 4 of 5:

    Power on your device.

  6. Step 5 of 5:

    You've completed the steps!

Method 2: Isopropyl alcohol

Our next method is another inexpensive and efficient method for cleaning your devices. Many of us have isopropyl alcohol on hand already and the only other item you’ll need for this method is a soft cloth such as a microfiber towel, meaning this is a no-waste cleaning option. Use the interactive guide below to disinfect your smartphone with alcohol.

Disinfecting your device using rubbing alcohol

COVID-19 Safety app on Android, Version 1

It is recommended that you use isopropyl alcohol products that are at least 70% alcohol when sanitizing your device. Be extra careful not to let the alcohol linger in any crevices or areas on the device where the alcohol could enter the device and damage internal components.

  1. Note: It is recommended that you use isopropyl alcohol products that are at least 70% alcohol when sanitizing your device. Be extra careful not to let the alcohol linger in any crevices or areas on the device where the alcohol could enter the device and damage internal components.

  2. Step 1 of 6:

    Power off your device.

    Note: If applicable, remove any cases or other accessories from your device.

  3. Step 2 of 6:

    Apply a small amount of isopropyl alcohol to a microfiber cloth or hand towel.

  4. Step 3 of 6:

    Gently wipe the cloth on your device making sure to cover your device completely with the rubbing alcohol.

    Note: You may repeat these previous two steps as many times as you would like. It is recommended that you use less alcohol and repeat this process so as not to accidentally damage the device.

  5. Step 4 of 6:

    Wait 5 to 10 minutes for the isopropyl alcohol to evaporate completely.

  6. Step 5 of 6:

    Power on your device.

  7. Step 6 of 6:

    You've completed the steps!

Method 3: UV light sanitizer

Our final method to disinfect your technology is using a UV light sanitizer. These are products you can purchase online from many retailers that use UV-C light to kill germs. While this method is more costly than the first two, it does have its benefits, including that you can use these UV sanitizers to sanitize all of your family’s devices throughout the day and it’s a hands-off approach where you simply put it in the machine and return to a sanitized device. Learn how to use a UV sanitizer to clean your devices in the tutorial below.

Disinfecting your device using a UV sanitizer

COVID-19 Safety app on Android, Version 1

You can use a UV sanitizer to sanitize your device if you suspect your phone has been contaminated.

  1. Note: If you suspect your phone may be contaminated, wear gloves, properly dispose of them, and wash your hands with soap and warm water after completing this procedure.

  2. Step 1 of 8:

    Power off your device.

    Note: If applicable, remove any cases or other accessories from your device.

  3. Step 2 of 8:

    Open the UV sanitizer.

  4. Step 3 of 8:

    Place your device in the UV sanitizer.

    Note: If applicable, place any cases or covers inside the sanitization device as well.

    Note: Position your mobile device so that it is able to be adequately exposed to all UV sources inside the device and is not touching any other device or accessory.

  5. Step 4 of 8:

    Close the UV sanitizer lid.

    Note: In this example, the sanitation process begins after the lid is closed. If your UV sanitizer has an activate button, you may need to press it.

  6. Step 5 of 8:

    When the sanitization procedure has completed, open the UV sanitizer.

  7. Step 6 of 8:

    Remove your device and any accessories from the UV sanitizer.

  8. Step 7 of 8:

    Power on your device.

    Note: If applicable, reattach any cases or other accessories.

  9. Step 8 of 8:

    You've completed the steps!

Now more than ever the need to sanitize and maintain good habits for device safety is clear. After sanitizing your smartphone and other devices, share these interactive guides with friends and family to help them stay healthy too.

Ozmo tech support platform is implemented by Google Fi

Initial customer support rollout exceeds expectations

Ozmo’s tech support platform was selected by Google to provide tailored support for Google Fi’s supported devices, and its broader device, app and service offerings.

In August 2019, Ozmo began providing tailored support for all Google Fi devices, including those sold directly by Fi, such as Google’s own Pixel series, and devices that Google Fi customers can bring to the Fi network, which includes a range of both Android and Apple devices.

Additionally, Ozmo is providing custom support for the Google Fi app across all customer journeys, including paying a bill, migrating to the network, managing customer plans and more.

Ozmo’s support platform allows Google Fi customers to receive support for thousands of questions through any channel, from agent-assisted to self-serve. Within just one month, Google Fi had exceeded Ozmo’s annual utilization projections by over 25%.

We chose to partner with Ozmo because of their scalable platform’s ability to support our ecosystem of devices, apps and services. Having Ozmo in the hands of Google Fi agents is great because it allows for complex, personalized troubleshooting for our customers.

David Hoare, Director of Tools & Content for Google’s gTech Users & Products

“We are thrilled to par