Why would I need Android devices for customer support ?
UNDERSTAND USER ISSUE
As the user is describing the issue, you can better understand what he is experiencing by using the same device. Being in the same environment provides context to the support agent and helps him understand the user’s issue.
FOLLOW USER STEP BY STEP
Once on the same device as the user, it is possible to follow the exact steps that he has himself performed on his device; screens, buttons, and commands are the same, so it’s easy to just follow the user’s explanation and replicate his path through the application.
Following the user has one single objective: replicate the bug, and solve it! By being on the same Android device as the user, with the same Android version, your agents are sure to experience the same bugs – then they can work on it!
Why use Genymotion Cloud for customer support ?
LARGEST CHOICE OF DEVICES
Genymotion Cloud is available from Android 4.4 to the most recent versions, covering > 98% of Android users according to Google. Your device can be further customized by adjusting screen size and resolution manually, which will come in handy for solving all display and layout issues.
Even better than a real phone or tablet, virtual devices can be commanded to emulate a particular situation: from phone calls and text messages to battery levels, or even changing your geographical location with our coordinates tools, you can put yourself in the shoes of the user, just in a few clicks.
Genymotion Cloud devices are available on-demand, which means you can start and stop them whenever you need, and only pay for what you use. Several devices can be started in parallel by a single organization with several users, allowing numerous support agents to work on Android devices at the same time without interfering with each other.