Here’s a cool idea, though I’m skeptical of how it might be implemented. IntoMobile is reporting that it looks like Vodaphone is going to be using SNAPin Software to setup self-help channels on subscriber’s handsets. Starting out with smartphones, the system will offer customer care and billing, but also step-by-step walkthroughs for things like using the internet browser and the like.
Sounds cool, but my question is, if the user is having trouble with the handset, how is a handset-based ‘solution’ going to help them? In particular, I’m picturing a Windows Mobile handset, where the user is trying to learn about surfing the web. It’s not really all that easy to switch between the tutorial and the browser, is it?
Perhaps it’ll be better in practice. Props, at least, for putting the customer first, Vodaphone.