Talk Me Through It - Consumer Care 2.0

Products & Services

The Consumer Care Dilemma

Consumers want devices that have more and more capabilities. This means complex devices with difficult manuals, and frustrated consumers who suffer from the gap between the promise and the reality. Which leads to more calls to the support center, more time spent with sales staff and, ultimately, fewer sales and/or more product returns. Historically, consumer care has been via a call center or in-store assistance. It's time for consumer care to move forward – like the devices being supported – with new and tailored solutions for the customer. There needs to be better, more, and easily accessible information about how their devices work, and more effective ways to deliver that knowledge. A way to improve the consumer experience and consumer support, while actually reducing costs and inefficiencies. We propose a new solution for new challenges. That's what we call Consumer Care 2.0.

Our Response

We look for the root causes of consumer care issues and develop tools to improve the situation – at the source. We work in the ever changing and growing world of consumer electronics, and the way we support these electronics needs to keep up.

Our Knowledge Base: WHAT We Deliver

In terms of product information, we developed the world's largest knowledge base of how consumer electronics work, and it's growing every day. We have the know-how and expertise to talk the consumer through set-up and initial use of their new device, trouble-shoot problems, and then help them take advantage of new and more advanced features. Not only do we eliminate frustration, but we increase usage and add to customer satisfaction.

Have a question about your electronic device?

What do I do when my screen freezes?
How do I set up my home theater?
How do I email video from my phone?
How do I add favorites to my GPS device?
How do I pair my car's Bluetooth capabilities with my smartphone?
How do I set up my laptop?
How do I use my phone as a modem?
How do I set parental controls for my video game system?
I can't access the internet.

It's all in there.

Customer Support: HOW We Deliver It

After helping hundreds of thousands of consumers use their electronic devices, we have learned a few things about what information people want and how they like it delivered, like:


Consumer Issues		TMTI Solution
Consumers seeking support and use-ability advice for a mobile handset will call for advice on that handset.		Include computer "Live Chat" to be able to keep their handset free, voice over instructions in the background of the handset, even having an advisor remotely take over their handset, and more.

Consumers want support the moment they need it, and that might be outside of normal office hours.		We can offer self-service searchable access to the relevant knowledge base, 24 hours a day, 7 days a week, accessed on the phone, from the phone or from a computer.

Consumers want a record of the support they received for future reference, without having to call back.		We can deliver step by step instructions or advice via email, SMS or MMS; either text only, text and graphics, voice and/or video.

Consumers want to compare products, not just in terms of features and what they look like, but how they do what they do, and don't want to wait for a sales associate to take them out of the box, set them up, and then rush through only one or two features.		We develop full-featured searchable database Interactive Guides and videos for in store demos, with built in comparison shopping tools.

Our Complete Solution for Retailers, OEMs and Carriers:
A Partnership with TMTI

Our combination of product knowledge and cutting edge/effective delivery techniques is unparalleled.

Here are services TMTI offers which have been proven to reduce costs and improve customer care.

License the TMTI Knowledge Base

Lower your Knowledge Base costs and increase your Knowledge Base capacity by licensing ours, with full Interactive Guide and graphic support (no need for handsets and other devices in the call center). We provide enough solutions to handle almost all the troubleshooting and use-ability calls you get, we are responsible for updating, and will handle all the escalations. We even have ways to lower your training costs and improve agent retention. If there are items we don't cover, our in-house product capture team will cover them in an efficient and effective manner, as needed.
Use TMTI Delivery Tools

Use one of our delivery tools such as MMS and e-mail delivery to reduce call time and help callers.
TMTI Interactive Guides on Your Website

Put our Interactive Guides on your web site for consumers to use for troubleshooting and use-ability questions. Consumers use more of your product's features and they don't call you.
Get the Paper Manual Out of the Box with an Interactive Guide

Replace bulky and difficult to decipher user manuals with 100+ topic searchable Interactive Guides, accessible online or even delivered to a mobile device. Much more user-friendly, while reducing paper costs, packaging costs, delivery costs and environmental impact.
Self-Learning Guides on the Shop Floor

Install our flash Guides in your retail stores allowing customers to see what it's really like to use your device, or compare with other devices. They can even use them for troubleshooting and tutorials instead of taking up staff time. Even sales staff can use them for training - no more open boxes.