Software & platform
Help customers get started with the software
Introduce the device, then show how the customer will set up and use the software.
Working guide
Make the first steps clear
A connected solution combines the device with the software and platform customers use. Explain product introduction, activation, everyday use and where customers can get help.
Before setup
Identify the intended user and the relevant setup instructions. Do not assume an account or service is already included.
When guiding the customer
Explain the access steps using the actual product materials. Let the customer describe the next step back to you.
For everyday questions
Point to the appropriate guide and agreed contact, rather than making unsupported service promises.
When passing on an issue
Record the asset and question without requesting passwords or unnecessary personal information.
Plan a clearer software handover
Explain who will use the connected experience, how setup begins and where follow-up questions should go.