As more users start using computers in their daily life, they run into problems which may be difficult to explain. It’s easier to just show technical support and have them fix it remotely. This is a solution pushed by TeamViewer, which created and maintains a popular program which allows users to remotely view and control another user’s computer (with that user’s consent).
Although it was originally designed for PCs, it has expanded to Android phones with their app TeamViewer QuickSupport. Technicians are able to control the device just like a PC.
Now the electronics company TP Vision, the OEM which makes Philips TVs, has entered in a partnership with the company, offering TeamViewer as a preinstalled app for all their users. This will make it easier for Philips technical support to resolve issues with their customers. In the press release TeamViewer published, other benefits for customers are highlighted. You may want to record a program remotely or set up TV programs for children.
Having remote support for Philips customers could be a great marketing point and may in fact lead to a better user experience. David Kou, a general manager at TP Vision, said about the partnership:
We find that many issues with smart TVs stem from faulty system settings. Yet many users may blame these errors on the brand and then stay away from it all together. This is no longer a vital threat to us. Because these cases can now be handled and resolved remotely within minutes. This will significantly promote our brand image, and help us strengthen customer loyalty. But there is an even more tangible effect: these minor support cases incur immense expenses for shipping and handling, which is now no longer necessary.
The app is free for anyone to download in the Play Store seems to already have support for Android TV devices, so this partnership will primarily consist of the pre-installed app.