Introducing Remote Screen Takeover: We’re Right There With You

By Al Cho
|
October 12, 2015

How difficult is it to describe something happening on your TV that only you can see?

When a customer calls us with a question, words can get in the way. A description of the problem or an explanation of the solution can literally get lost in translation. Wouldn’t it be great if you could say, "let me show you what I’m talking about"?

We are currently trialing a new tool on X1 from XFINITY called remote screen takover that will let you do just that.

Customers often have questions like, "how can I set up a DVR recording?" With this feature, our tech support can see a customer’s screen and—after receiving an on-screen verification code from the customer—"take the controls," walking them through the various features that come with their service.

Here’s how it works:

Step One - Customer Opts In. On screen text says Press the OK button to start your screen sharing session.

Remote Screen Takeover Step 2  - We send an authentication code to your TV. On screen has example Remote Access Code 3287.

Remote Screen Takeover Step 3 - Care rep receives code from the customer. On screen shows rep entering code into his screen.

Remote Screen Takeover Step 4 - Screen share begins and care rep is free to move about the screen. On screen says Your screen sharing session has started.

Remote Screen Takeover Step 5 - Customer can end session when they're satisfied. On screen text says Your screen sharing session has ended.

Remote screen takeover is in the trial phase, but so far the feedback has been great. It’s been most frequently used to show customers how to use new features on X1 from XFINITY. We’re still working on the finishing touches, but plan to make it available to all X1 from XFINITY customers in the near future.

New features like this one and Tech ETA are part of our efforts to be more open and transparent with our customers – we want to share as much information with them as possible, and we want them to be able to share what they are seeing and experiencing with us. We think transparency leads to the best experiences and we are working hard to open our systems to customers so they are more informed (and so are we). All of these improvements are just a piece of a much larger effort to improve our customer service.