USE CASE: Application Support

Application support teams often find themselves at the receiving end dealing with a frustrated mobile user. Users who can’t download mobile content or are unable to access sections of mobile portals call support teams looking for quick resolutions. Application support teams need to quickly get to the root cause of issues impacting customers.

CHALLENGE

The lack of access to different phone models makes it difficult for application support teams to satisfy an angry customer. They might not be able to replicate an issue on a device that is different from the customer’s. The solution is quick access to all the different phone models so that they can replicate, identify, and resolve the issue.

With Keynote MITE, application support teams get on-demand access to over 1,600 different device profiles on their desktops. With MITE they can easily emulate the device used by the customer and navigate to the site that is causing the issue. MITE gives the target URLs of each and every link and resource on the site. In cases of mobile content such as ringtones or games, MITE gives the URL from where the download occurs. If the user can’t download the content, support teams can quickly identify if the URL is broken or not. MITE can also analyze the download descriptor to make sure that the emulated device can support the downloaded content.

THE BEST SOLUTION

Enlarge

MITE with Aircard Support                or Manual Testing with Real Devices MITE gives uninterrupted access to over 1,600 device profiles on your desktop. Application support teams have to satisfy customers even though they have access to only a handful of devices. With MITE you can replicate, identify, and get to the root cause of the customer issue on the device used by the customer. Application support teams try to replicate customer problems on devices they can access. Because every device has different capabilities, problems seen by the customer may not be visible to the application support team. Navigating and browsing mobile sites on the desktop saves considerable time. MITE gives target URLs of mobile content such as games, ringtones, etc. Navigating mobile sites on a phone can take a long time. Also, application support teams don’t see the URLs of downloadable content. MITE can download mobile content and analyze the download descriptor to ensure content validity and device compatibility. Application support teams can download content on the real device and launch the application. If the application does not work, they can’t tell if the device can support the content or not.