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Sony Ericsson Training:

Sony Ericsson Training:. All About HiWired. Who is HiWired?. Why use HiWired?. When to use HiWired?. How to use HiWired?. What to tell your customer about HiWired. Fun Facts about HiWired. Who is HiWired?. Company Information.

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Sony Ericsson Training:

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  1. Sony Ericsson Training:

  2. All About HiWired • Who is HiWired? • Why use HiWired? • When to use HiWired? • How to use HiWired? • What to tell your customer about HiWired • Fun Facts about HiWired

  3. Who is HiWired? Company Information • HiWired is a 3rd Party Company who specializes in Computer related issues and Mobile Integration. • Founded in Spring of 2004 • HiWired became a trusted Sony Ericsson partner in 2005 • HiWired Agents are certified by Sony Ericsson

  4. Who is HiWired? What they do. • Provides Technical Support for Customer and Small Business (10 employees and under) • HiWired Technical Advisors are available 7 days a week. • Small fee based on complexity of the issue

  5. Why use HiWired? How can HiWired Assist the customer? • HiWired utilizes both Phone support and Chat/Screen Sharing to resolve the issues and educate their customers in the process • Screen Sharing is a small program, which allows the HiWired representative to gain access to your system to resolve the issue, while still allowing you to see every step along the way. • HiWired does not schedule in home visits.

  6. When to use HiWired • HiWired can assist when we have exhausted all other options. This includes Primus, Get Started Guides, SrSSr Assistance etc. • Hiwired can be used when the issue is an out of scope issue • If the issue can be resolved within our scope of support, we MUST support it.

  7. When to Use HiWired Out of scope issues • Out of Scope issues are issues outside of the realm of Sony Ericsson’s Knowledge base. • Out of Scope issues can include: • System Errors such as Install-shield errors • System conflicts such as Anti-Virus and Firewalls • Assistance with a non-se software such as Microsoft Outlook • General computer usage for extremely non-technical customers • Computer crashes when launching SE Software

  8. How to use HiWired Process Guidelines • Troubleshoot the issue fully within Sony Ericsson support boundaries • Refer customer to OEM of software which is conflicting, or manufacturer of computer or connectivity device • Introduce HiWired, who are they, what can they do and set fee expectation • Direct or Warm Transfer customer to HiWired

  9. How to use HiWired Contact Information • Warm Transfer Line: • 1-866-527-3645 (Do Not Give out to Customers) • Direct Transfer Line: • 1-866-392-0093 (Give to Customers) • Customer Support Site: • http://sonyericsson.hiwired.com/ • Company Website: • http://www.hiwired.com/

  10. What to Tell the Customer Suggested Scripting • Tell SE Customer that problem is out of scope of support: “ I have a good understanding for the type of problem you are experiencing. Your mobile device is working fine. However, you seem to have a computer problem which is beyond what I am currently able to support. ”

  11. What to Tell the Customer Suggested Scripting • Introduce SE solution to HiWired In-Scope problems to customer: “ However, for cases like this, Sony Ericsson has partnered with a separate company that specializes in solving these types of computer-related problems. They are certified by Sony Ericsson and for a small fee they can help you out.”

  12. What to Tell the Customer Suggested Scripting • Ask if customer wants to be connected to HiWired (Warm Transfer): “ May I go ahead and connect you with HiWired? You’ll be put on hold for 60-90 seconds while I explain the problem you are having to HiWired.”

  13. What to Tell the Customer Suggested Scripting • If customer asks for details about HiWired: “ HiWired is a 100% US-based support team that specializes in solving PC and home technology problems. They are quick, affordable and should be able to get you going right now with no hassles.”

  14. Fun Facts about HiWired Did You Know? • HiWired Agents work both from home and office • HiWired’s Main office is located in Needham, MA • HiWired does not Support Macintosh Computers • SE Agents are not required to 'sell' this option, just to remember that there are specialist out there that can resolve the issues when we cannot.

  15. The Goal is to deliver 'Exceptional Customer service', Sony Ericsson cannot support these issues, but we now have a new solution who does. No More Jumping Through Hoops!

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