As new mobile devices and software upgrades roll out, consumers are eager to get the latest technology. From Apple’s iOS 11 to the Galaxy Note 8, consumers are upgrading to the next big thing. With the latest products and system upgrades, however, consumers need to understand how their new devices and software updates work and how to get around the technical issues they might be having. New features, layouts, designs and devices can be tricky for some consumers to master right off the bat.
Apple’s new iOS 11 software update for their most recent generation of the iPhone and iPad drew millions of downloads within just a few hours of its release. The iPad’s newest feature upgrade showcased the Apple Pencil, digital scanning, as well as the ability to multi-task between apps. The iPhone did not receive many major changes other than a slightly longer design and a few tweaks to the camera and display features. Regardless of the number of changes, consumers will still likely meet a few bumps in the road while getting acquainted with their new devices or operating systems. Customer service agents need to be ready for an influx of customer queries like:
Do I need to upgrade my device to get the new iOS?
Why can’t I update to the new iOS?
I updated to the new iOS and don’t like it. How do I go back to my old iOS?
Anticipating customer questions
Support centers are already preparing for these questions before they are even asked. But how can call centers know what customers will have trouble with before the product has even launched? These predictions are possible with artificial intelligence (AI) and predictive analytics. By taking into consideration previous product launches and system upgrades,...
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