From the moment the first smartphones were launched in the early 2000s, the way we live, work, and interact with each other has fundamentally changed. We have become over-reliant on our devices with powerful computing and ubiquitous connectivity that we carry everywhere in our pockets. So much so that the average American checks their phone 369 times a day.  

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With smartphones being so fundamental to our lives, Alexus Allen, PR & Social Media Manager at Likewize, says that when something goes wrong, the resulting disruption and disconnection can become a massive issue for the user:

"Customers want their tech problems solved faster. Our job here at Likewize to remove all those pain points so that their devices are fixed quickly and painlessly."

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Jeremy Dale, Chief Marketing Officer at Likewize, describes Likewize as a "technology safety net":

"When people's tech goes wrong, we make it right. We are a B2B2C company, looking after some of the world's biggest brands, banks, retailers, and telcos. They trust us to keep their customers connected. We're the ones who step forward and we protect against every eventuality. Whether a device is lost, stolen, damaged, malfunctioning, in need of an upgrade or someone doesn't know how to do something – we have the solution."

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Likewize offers their customers a broad range of services that is continually evolving to better serve and support users. Introducing innovative services and features is part of the DNA of the company, but another way to achieve service differentiation at scale is to acquire other businesses that are disrupting the current model, as Dale explains:

"One service which we really admired was WeFix, a mobile repair service where they drive to your house and literally repair your phone on your driveway. This is the best repair service possible, so we acquired the company and are now rolling out our we-come-to-you repair capabilities around the world."

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Making it effortless for customers, especially when their principal means of interacting with technology is not working, is fundamental to the success of the business. In recent years, the company has invested over $200 million in technology platforms, and Wizeview is the company's industry-leading issues management and resolution system. Alexus Allen says that the result is a seamless customer experience:

"All issues, no matter what they are, whether a device is lost, stolen, broken, malfunctioning, they're all tracked, logged, and resolved in the Wizeview platform. This powers our customer experience, allowing our customers to file a claim with literally one click or while speaking with Alexa, Siri, Google assistant, or whoever their digital personal assistant is. Our systems and platforms are at the core of our innovation."

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The platform also allows Likewize to track and manage issues, notify customers of updates and progress and ensure that there tech problem are resolved without any headaches. . Customers can engage through live chat, self-serve and over the phone, moving seamlessly from one channel to another. Matt Dyson, General Manager at Likewize Support, says that this omnichannel approach is key:

"Customers want an answer at any time of the day using the channel that's most convenient for them. We make sure that where customers go, whether it be email, chats, retail or call center, we meet the customer where it suits them."

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Other innovations include the Likewize remote diagnostic app which can run 189 tests in less than two minutes and accurately assess a device's performance and determine if they are really damaged or not. Alexus Allen says:

"We found that 74 percent of people book repairs when their devices aren't even broken. With the app, we can fix them quickly and painlessly with a software refresh or user training, eliminating so many pointless activities that save time, money, and the planet."

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Likewize has also created a trade-in program that offers cash back on old devices. Ultimately, giving the devices a second life elsewhere: some 94 percent are sold, and the rest are responsibly recycled. This is not only a better business model, but a better model for the planet.

Jeremy Dale says that although the company has so many services across so many products, the guiding principle for Likewize is to meet the customer where they are and bring them innovative, painless solutions:

"People are using technology more and more. The digital revolution is accelerating like never before, so we are going to play an important role for people. At the moment, only about one in three customers has the tech protection we offer. That's only going to expand. You are going to see more people using our services, more people needing our services, and we are going to continue to innovate, making sure that we resolve problems faster and making sure the customer experience is even better."