Purchasing a mobile phone online is becoming a much more widely accepted practice. The business model got a boost recently with Google’s launch of an online-only outlet for its Nexus One Android smartphone. While the strategy may be seeing some traction, consumers are still left out in the cold when it comes to actually trying that new phone before they buy.
It appears DeviceAnywhere, provider of end-to-end mobile application testing, has a solution. The company today announced that Sprint has completed its network rollout of DeviceAnywhere’s DemoAnywhere solution, a Web-based application that enables users to interact with virtual mobile phones over the Internet. Sprint is using DemoAnywhere as an educational tool to enhance the customer experience in three key areas: sales, technical support and customer care.
Sprint says it is making it possible for business customers and consumers to test-drive devices and simplify the selection process by employing DemoAnywhere technology to drive their new “try-before-you-buy” portal on the Sprint Web site. The new service allows users to test out the features of the phone, as if they’re holding it in their hand, before deciding on a purchase.
Once the mobile device has been selected, Sprint is using DemoAnywhere to help teach consumers how to use the full range of the phone’s functionality for a rich and uncomplicated user experience. Sprint customers can access on-demand, step-by-step tutorials available 24/7 on the Sprint Web site.
According to a press release, DeviceAnywhere created thousands of step-by-step tutorials using real devices, which show Sprint customers how to access and interact with the features of more than 34 different mobile devices available on the Sprint network. For example, a Palm Pre user could be walked through how to transfer data across from their old Palm device or how to set up Microsoft Office Outlook Mobile on the handset, viewing the demo created on a real mobile device.
Sprint says the DemoAnywhere will also allow the carrier to streamline the technical support process and more quickly and effectively troubleshoot customer inquiries related to their mobile devices. By making DemoAnywhere solution accessible to all its Customer Care personnel, Sprint says it is giving their employees the technical means to see and interact with the handset model used by the customer during support calls. When a customer contacts Sprint, the care representatives can pull up an interactive, virtual version of the handset and assist the customer step-by-step through any difficulties during the course of the call.