Field of the Invention:
The invention relates to a method and a device for seeking a contextual support during a set-up process. In particular, the invention relates to a method and a mobile device for seeking assistance from a remote support centre even when the mobile device has not been setup and is not fully functional.

Background of the Invention:
The current electronic device market is rapidly changing with addition of newer electronic devices on a daily basis. Merely by way of illustration, it can be seen that mobile devices which are commonly classified as feature phones or as smart phones are being constantly introduced. There is a rapid decrease in the price of mobile devices of both categories with an aim to increase the customer base. While the reduction in the price of the feature phones has contributed to increasing customer base in terms of first-time mobile device users, reduction in the price of smart phones is contributing to feature phone users migrating to smart phones. However, it has been observed that many of such devices need to be configured or have to be set-up before the same can be used.

One of the big challenges faced by a user (first-time mobile device user or a user who is migrating from feature phone to smart phone or a user who is migrating from a first platform to a second platform) is in terms of familiarity with the operation of the device. Even the advanced users aren't able to utilize the device functions to its fullest because they are not appropriately configured during the setup process, and many may remain ignorant of newly introduced features/ USP's in the specific model.

On the other hand, if we consider a first-time mobile device user or a user who is migrating from feature phone to smart phone, such user may also not be capable of using the interfaces as provided by the device (such as a feature phone or a smart phone) or may not be even familiar with the setup process of the device. Thus, it can be said that a need has been felt for providing or seeking assistance with the setup and operation of the mobile device or for that matter an electronic device.

Currently there is no mobile platform with the capability to provide assistance to the user at a state when the mobile device is not fully functional, such as during the initial setup process. Assuming that the Smartphone is just unpacked from the box, has battery in the specified compartment and is switched on for the first time, and is inside the setup wizard. It can be noticed that at this very initial stage of first time set-up, it is not possible for the user to call the technical/customer support helpline for assistance as the device software is not fully functional and there is no dialer screen present. The same is the scenario with feature phones, wherein the dialer function is not functional during the initial setup process.

If user needs assistance during the setup process, they have to use a separate mobile device to communicate with a technical support representative and then emulate the instructions received from the representative in their mobile device. The current infrastructure of providing remote assistance is limited to voice guidance, which sometime leads to misunderstanding in the instructions received.

It can be said that one or more of the following problems are faced:
1) Usually while setting up a new device, the user, if not familiar with the operating system and/or key features of that device, will face problem in the setup process and may need assistance in order to (a) comfortably use the device, (b) understand the key USP's / feature specific to the model and (c) optimize/ customize the device as per his usage pattern via contextual app settings or suggestive downloads including accounts setup, etc.;
2) Since the electronic device has not yet been setup and is yet not fully functional, call or connection cannot be made with customer support centre for assistance while in setup wizard, since the call option or connection option is not visible anywhere on the screen. This may be pre-requisite in many of the setup wizards;
3) Calling or connecting with customer support from another device is not always possible, because the user might not have access to another fully functional device;
4) If the user uses another fully functional mobile device to call or connect with the customer support centre, she/he will have to operate two devices at the same time, which can be difficult for the user and sharing his device screen would not be possible for remote assistance;
5) The user might need assistance in the form of audio assistance, or video assistance, or a combination of both;
6) When calling or connecting with the customer support centre, the user has to go through listening to a list of options to select a sequence of options accordingly to finally reach the customer support representative and does not have a smart and contextual logic built-in to skip the IVR menu to directly jump multiple steps required and connect with the representative, thus reducing cognitive load and saving time; and
7) There can be instances where the user might need references (e.g. restore to factory settings) to the prior assistance that he had referred to during previous interaction and there is no provision to refer to a similar previous troubleshooting help that could be (a) recorded, either audio or video and (b) easily surfaced/ searched with references from within the recording.

Keeping in view all of the above, there is a need to provide a method and an electronic device for seeking assistance from a remote support centre even when the electronic device has not been setup and is not fully functional.

Summary of the Invention:
This summary is provided to introduce a selection of concepts in a simplified format that are further described in the detailed description of the invention. This summary is not intended to identify key or essential inventive concepts of the claimed subject matter, nor is it intended for determining the scope of the claimed subject matter.

Accordingly, the present invention provides a method wherein with the click of just one button, a contextual analysis will be done by the electronic device itself, and an appropriate communication channel will be initiated with a relevant remote support centre.
This solution requires minimal user interaction for setting up of the communication link. Even the number to be called or address to be used for establishing a communication link is dynamically defined by the electronic device itself. The electronic device uses one or more parameters to define the communication channel, some of the parameters can be:
• Type of SIM card present in the electronic device;
• Type of network the electronic device is currently affixed with;
• Language preference selected by the user for the usage of the electronic device; and
• Nature of the current electronic device in use, etc.

The information mentioned above is collected by the electronic device without any user interaction after the user requests for assistance. The integral part of this solution is the ability that is being granted to the user to request for assistance even before the electronic device is completely configured through the Setup Wizard process. In other words, the present invention enables the user to request for “contextual support” even when the electronic device has not been setup and is not fully functional. The request for “contextual support” is integrated with Setup Wizard of the electronic device.

In an embodiment, after a language selection, the user is provided an option to either proceed with manual setup of the device or with an option to request for “contextual support”. In case, the user opts for requesting for contextual support prior to completion of the setup process, the electronic device will contextually place a call or establish a communication with a remote support centre. The call context or the communication context will be defined by various parameters, such as network capability of the SIM, current network connection, language selected by the user, etc. The context enables for providing to the user an interactive menu to traverse during the support process. Also, the electronic device understands the context of use, and bypasses successive support options on behalf of the user, thereby reducing time and efforts required to obtain the appropriate support. In particular, using the context, appropriate codes pertaining to the context can be transmitted to the electronic device to the remote support centre. In case of a call drop or a connection loss, the electronic device provides a provision to reconnect from the Setup Wizard. In particular embodiment, the reconnection can occur from a last logical state or with the same representative.

The remote assistance (voice instructions or video instructions or screen share) can be recorded and appended into the device's Help section which can be referred for future reference using texts that flag similar instances throughout a particular recording, thereby making it quite easy for a user to jump directly in the middle of a recording without having to go through the beginning.

Thus, the present invention provides a method and a device which will be helpful to the user by providing assistance at the time of need. The invention will help the user with the initial setup to take the electronic device to a state where it is fully functional. As per the embodiments of the invention, the user will also be able to request for assistance anytime they face a problem in the usage of their device. This is similar to a red carpet experience for the user, where they are welcomed into the brand customer base, provided assistance with the initial setup of the device, and also informed of the features and the capabilities of the device so that the user can use the device to their utmost satisfaction.

To further clarify advantages and features of the present invention, a more particular description of the invention will be rendered by reference to specific embodiments thereof, which is illustrated in the appended figures. It is appreciated that these figures depict only typical embodiments of the invention and are therefore not to be considered limiting of its scope. The invention will be described and explained with additional specificity and detail with the accompanying figures.

Brief Description of Figures:
These and other features, aspects, and advantages of the present invention will become better understood when the following detailed description is read with reference to the accompanying figures in which like characters represent like parts throughout the figures, wherein:
Figure 1 illustrates a flow chart for seeking contextual support during a set-up process in accordance with an embodiment of the invention;
Figure 2 illustrates a detailed flow chart for seeking contextual support during a set-up process in accordance with another embodiment of the invention;
Figures 3 (a) and 3(b) illustrates sample screen shots for performing certain steps of the method in accordance with an embodiment of the invention;
Figure 4 illustrates a flow chart for establishing a communication link with the remote support centre in accordance with an embodiment of the invention;
Figure 5 illustrates a flow chart for seeking support in the form of shared screen mode in accordance with an embodiment of the invention;
Figures 6 (a) to 6(e) illustrates sample screen shots pertaining to seeking support in the form of shared screen mode in accordance with an embodiment of the invention;
Figure 7 illustrates a flow chart for recording the instructions for later use in accordance with an embodiment of the invention;
Figures 8(a) to 8(c) illustrates sample screen shots pertaining to recording of instructions and enabling the playing of the stored file at a later stage via a “Help” option in accordance with an embodiment of the invention;
Figure 9 illustrates a block diagram of an electronic device implementing the method of seeking contextual support during a set-up process in accordance with an embodiment of the invention; and
Figure 10 illustrates a more detailed block diagram of an electronic device implementing the method of seeking contextual support during a set-up process in accordance with an embodiment of the invention.

Further, skilled artisans will appreciate that elements in the figures are illustrated for simplicity and may not have been necessarily been drawn to scale. For example, the flow charts illustrate the method in terms of the most prominent steps involved to help to improve understanding of aspects of the present invention. Furthermore, in terms of the construction of the device, one or more components of the device may have been represented in the figures by conventional symbols, and the figures may show only those specific details that are pertinent to understanding the embodiments of the present invention so as not to obscure the figures with details that will be readily apparent to those of ordinary skill in the art having benefit of the description herein.

Detailed Description:
For the purpose of promoting an understanding of the principles of the invention, reference will now be made to the embodiment illustrated in the figures and specific language will be used to describe the same. It will nevertheless be understood that no limitation of the scope of the invention is thereby intended, such alterations and further modifications in the illustrated system, and such further applications of the principles of the invention as illustrated therein being contemplated as would normally occur to one skilled in the art to which the invention relates.

It will be understood by those skilled in the art that the foregoing general description and the following detailed description are exemplary and explanatory of the invention and are not intended to be restrictive thereof.

Reference throughout this specification to “an aspect”, “another aspect” or similar language means that a particular feature, structure, or characteristic described in connection with the embodiment is included in at least one embodiment of the present invention. Thus, appearances of the phrase “in an embodiment”, “in another embodiment” and similar language throughout this specification may, but do not necessarily, all refer to the same embodiment.

The terms "comprises", "comprising", or any other variations thereof, are intended to cover a non-exclusive inclusion, such that a process or method that comprises a list of steps does not include only those steps but may include other steps not expressly listed or inherent to such process or method. Similarly, one or more devices or sub-systems or elements or structures or components proceeded by "comprises... a" does not, without more constraints, preclude the existence of other devices or other sub-systems or other elements or other structures or other components or additional devices or additional sub-systems or additional elements or additional structures or additional components.

Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The system, methods, and examples provided herein are illustrative only and not intended to be limiting.

Embodiments of the present invention will be described below in detail with reference to the accompanying figures.

Referring to figure 1, there is illustrated a method for seeking contextual support by an electronic device, said method comprising: commencing (101) a setup process; and establishing (102) a communication link with a remote support centre thereby enabling a user to seek contextual support from the remote support centre prior to completion of the setup process.

Referring to figure 2, there is illustrated a method (200) for seeking contextual support by an electronic device, said method comprising: presenting (201) a user interface prior to completion of a set-up process of the electronic device, the user interface including an option for seeking contextual support from a remote support centre; receiving (202) an user input electing the contextual support; gathering (203) data as available on the electronic device optionally including data as provided by the user during the set-up process; determining (204), based on the data thus gathered, a type of communication link for establishing between the electronic device and the remote support centre; and establishing (205), based on said determining, a communication link with the remote support centre.

As illustrated in figure 3(a), once the electronic device is switched ON, a user interface (300) may be presented which includes a welcome note (301). The user interface (300) in an embodiment may prompt the user to make a selection of a language (302), by providing one or more language options. Post presenting the welcome note and optionally post receiving a selection to in relation to the language, as illustrated in figure 3(b), a user interface (303) including an option for seeking contextual support (304) from a remote support centre is presented. Thus, it can be seen that in an embodiment of the present invention, the user interface is presented at the beginning of the set-up process of the electronic device. The user interface (303) may further include an option for manual set-up process (305) of the electronic device without seeking contextual support from the remote support centre. Although not specifically illustrated, the user input electing the contextual support includes at least one of a gesture input, a voice command and a touch command.

Now referring to figure 4, there is illustrated a flow chart of a method (400) for establishing a communication link with the remote support centre. Once the contextual support is requested by the user (401) ) by selecting the ‘Supported Setup’ option on the user interface (303), the method proceeds to getting contact details of the remote support centre (402). During this step, the method may also get data as available in the electronic device which may optionally include data as may be provided by the user. By way of example, the data gathered from the electronic device includes at least one of:
• presence of a subscriber identity module (SIM) card in the electronic device;
• a type of communication channel available to the electronic device;
• details of the electronic device;
• code(s) for sharing with the remote support centre corresponding to the details electronic device;
• details of a pre-selected language, if any;
• code(s) for sharing with the remote support centre corresponding to the pre-selected language;
• data pertaining to a language selected by the user, if any; and
• code(s) for sharing with the remote support centre corresponding to the language selected by the user.

The method (400) then proceeds to check availability of Wi-Fi communication link (403). In case the Wi-Fi link is present, a voice over internet (VOIP) Call (which can be either a voice call or a call supporting video transfer) is placed to the remote support centre (404). Either at the time of placing the VOIP call or subsequent thereof, data as gathered from the electronic device is shared with the remote support centre. In case the Wi-Fi link is not present, a presence of SIM card in the electronic device for establishing a communication link with the remote support centre is checked (405). If a SIM card is not present in the electronic device, the process is terminated (406), as a communication link cannot be established with the remote support centre. On the other hand, if a SIM card is present, a type of communication link supported by the SIM card is determined. More particularly, whether the SIM card supports a 2G connection or a 3G connection is determined (407). In case the SIM card supports a 3G connection, a 3G Call (which can be either a voice call or a call supporting video transfer) is placed to the remote support centre (408). Either at the time of placing the 3G call or subsequent thereof, data as gathered from the electronic device is shared with the remote support centre. On the other hand, if the SIM card supports a 2G connection, a 2G Call (i.e. a voice call) is placed to the remote support centre (409). Either at the time of placing the 2G call or subsequent thereof, data as gathered from the electronic device is shared with the remote support centre. Although not specifically illustrated, it is also possible that despite the electronic device having a SIM card which supports 3G based connection, such 3G based connection is not available and merely a 2G connection is available. Under such a scenario, the 2G-based communication link is selected (i.e. if a SIM card supporting 3G is present in the electronic device with the 3G network being not currently available and if a Wi-Fi network is not available to the electronic device).

Now referring to the aspect of sharing the data as gathered from the electronic device with the remote support centre, the same can play a role in reducing time and efforts on part of both the user of the electronic device as well as a support representative in completing the setup process. By way of example, if the remote support centre is an interactive voice response (IVR) based system, then sharing of data pertaining to for example, language, details of the electronic device (such as nature of device, model number, etc.) can reduce the interaction of the user with the menu to traverse through the IVR options. Also, the data thus gathered establishes the context for example, the purpose of the user approaching the IVR (i.e. to seek contextual support for setting up the device), can provide further details about the device such as the model number so that the appropriate support can be provided, the language can be informed so that the support can be provided in the same language, etc. Thus, it can be said that the electronic device understands the context of use, and bypasses successive IVR options on behalf of the user, thereby reducing time and efforts required to reach the respective support representative.

In case communication is established with the IVR, the data thus gathered can be shared with the IVR automatically by the device by transmitting codes to the IVR system. It is a common practice to transmit dual tone multi frequency (DTMF) based codes for the purposes of transferring data by a calling device to the IVR system. Thus, in an embodiment of the present invention, the electronic device obtains DTMF tones corresponding to the data thus gathered and transmits the DTMF tones to the IVR system for communicating the gathered data and/or for traversing through menu as presented by the IVR system.

By way of a non-limiting example, if the language is English having a corresponding DTMF tone of 1, device is a smart phone having a corresponding DTMF tone of 3, and the model is represented by a corresponding DTMF tone of 8, then either at the time of establishing communication with the remote support centre or subsequently thereof, the device transmits DTMF tone corresponding to 1, 3 and 8 to the remote support centre.

In case a communication link established between the electronic device and the remote support centre is such that the same can support video transfer, then in one embodiment of the invention, the user can seek support in the form of shared screen mode. In the shared screen mode, the user can share the screen of his device with the remote support centre and thereby enable the remote support centre to perform a remote setup of the device. This aspect of the invention is described in detail in the flow chart illustrated in figure 5. The flow chart illustrates a method (500) which comprises placing a call (501) with the remote support centre and transmitting data as available in the electronic device to the remote support centre (502). Assuming that the user wishes to invoke a shared screen mode for setup, then the remote support centre can share codes for enabling the remote support centre to perform a remote setup of the device. The said codes can be received by the electronic device in the form a SMS or an audio instruction (503). Assuming that the codes are received by the electronic device in the form of SMS, then the device can preferably auto-parse the SMS thus received to obtain the code and transmit the code back to the remote support centre (for example, in the form of DTMF tone) (504). Alternatively, if the codes are received in the form audio instruction, the electronic device will prompt the user to feed in the codes and once the codes have been fed in by the user, the same will be transmitted to the remote support centre (for example, in the form of DTMF tone) (505). In response to receiving the codes corresponding to remote setup of the device, the remote support centre can now provide perform the remote setup of the device in a shared screen mode (506).

Sample screen shots illustrating the process as illustrated in figure 5 are provided in figure 6. As shown in figure 6(a), the user opts for supported setup (600). In case the codes are received in the form audio instruction, the electronic device will prompt the user to feed in the codes (601). The user can feed in the codes via the keypad (602) as may be available in the electronic device or via a yet another device. Once the codes have been fed (603), the same will be transmitted to the remote support centre. Once the code are transmitted to the remote support centre, as illustrated in figure 6(c), the device starts receiving support for remote setup in a shared screen mode from the remote support centre (604). To enable the user to keep track of existence of the communication link between the electronic device and the remote support centre, an indication (605) may be presented. Assuming that due to some reason, the connection is interrupted, as illustrated in figure 6(d), the indication (606) changes to indicate that the connection has been interrupted. Also, subsequently thereof, as illustrated in figure 6(e), the indication (607) can be actuated so as to re-establish the connection with the remote support centre.

In case the bandwidth of the communication link is not sufficient to support transfer of video, the remote support centre will provide audio instructions to the user on the same device, to enable the user to perform the set up process. For example, if the device is a mobile phone, the audio instructions will be transmitted to the user and the same will be output using a speaker phone or vide hands-free so that the user can hear to the audio instructions and easily operate the mobile device at the same time.

Now referring to figure 7, the audio or the video support thus provided by the remote support centre can be recorded and stored for future use. In particular, once a call has been placed with the remote support centre (701), the device starts receiving (702) instructions from remote support centre in the form of audio or video. In case the instructions are being received in audio form, the device can commence recording of the audio instructions (703). Alternatively, if the instructions are being received in video form, the device can commence recording of the video instructions (704). In an embodiment of the invention, the recording can be commenced either automatically once a call has been placed with the remote support centre. In yet another alternative, the recording can commence in response to receiving user’s instructions. Once the call has been complete (705), the device can parse (706) the Audio/Video File to extract therefrom keywords. These extracted keywords can be matched with a list of keywords from a predefined set. Based on the match, the audio or the video file is stored for future use (707). In an alternative embodiment, instead of parsing the audio/video file to extract keywords, the user may be prompted to provide text input. The text input as provided by the user is linked to the audio or video file and the audio/video file and received text input are stored in a mapped relationship for future use (707). In a particular embodiment, the stored file can be made accessible vide a “Help” option as may be provided in the device.

Sample screen shots illustrating the process as illustrated in figure 7 are provided in figure 8. As illustrated in figure 8(a), while receiving support (801) from the remote support centre, which may be either in the form of audio instructions or video instructions (wherein video instructions include screen sharing mode), an option can be provided to enable the user to record (802). Assuming that there is no auto parsing, then once the call is complete, the user is prompted to feed text input (803). Assuming that the user feeds text input using an input device (804) as available in the electronic device, the recorded file is stored using the text input (805). Referring now to figure 8(c), the recorded file (805) is made accessible to the user while accessing “HELP Menu” (806) as may be available in the electronic device.

The present invention also provides an electronic device for seeking contextual support. Referring to figure 9, the electronic device (900) comprises a display device (901) for displaying a user interface prior to completion of a set-up process, the user interface including an option for seeking contextual support from a remote server; a user input receiving unit (902) for receiving an user input electing the contextual support; and a processor (903) for gathering data as available on the electronic device optionally including data as provided by the user during the set-up process. The processor (903) is further configured to determine, based on the gathered data, a type of communication link for establishing between the electronic device and the remote server. The electronic device (900) further comprises a communication unit (904) for establishing a communication link with the remote server based on input from the processor (903).

In particular, the device (900) as illustrated above may comprise further components or alternatively, the components shown in figure 9 may comprise sub-components. Thus, a more detailed block diagram of the device is illustrated in figure 10 by way of a non-limiting example. The device (1000) as illustrated in figure 10 shows the processor (903) to comprise of additional elements such as a setup concierge module (1001). The setup concierge module is configured to initiate and implement the setup process. The process is further shown to comprise a capability determination module (1002). The capability determination module (1002) detects the data as available in the electronic device. By way of non-limiting example, the capability determination module can gather data pertaining to the name of the device, the model number, presence of SIM card in the device, the nature of connection supported by the device (such as 2G/3G) etc. The processor may further comprise a screen sharing module (1003) which can be assists in remote setup of the device using the screen sharing mode.

The communication unit (904) can comprise additional elements such as a SIM module (1004) and a Wi-Fi module (1005). The SIM module detects presence of the SIM card in the device. The SIM module (1004) also may be adapted to determine the type of connection supported by the SIM card such as 2G or 3G. The Wi-Fi module on the other hand is configured to determine presence of Wi-Fi network which may be accessed by the device and if there is Wi-Fi network, will enable the user to connect the device to the Wi-Fi network.

In an alternative example, one or more components of the device can be built using dedicated hardware, such as application specific integrated circuits, programmable logic arrays and other hardware devices. In yet another alternative, one or more components of the device may be implemented using two or more specific interconnected hardware modules or devices with related control and data signals that can be communicated between and through the modules, or as portions of an application-specific integrated circuit. In yet another embodiment, one or more of the components the device described above may be implemented by software programs. Further, in a non-limited example, implementations can include distributed processing, component/object distributed processing, and parallel processing. Alternatively, virtual processing can be constructed to implement one or more parts of the device. Accordingly, the present system encompasses software, firmware, and hardware implementations.

While specific language has been used to describe the disclosure, any limitations arising on account of the same are not intended. As would be apparent to a person in the art, various working modifications may be made to the method in order to implement the inventive concept as taught herein.

The figures and the forgoing description give examples of embodiments. Those skilled in the art will appreciate that one or more of the described elements may well be combined into a single functional element. Alternatively, certain elements may be split into multiple functional elements. Elements from one embodiment may be added to another embodiment. For example, orders of processes described herein may be changed and are not limited to the manner described herein. Moreover, the actions of any flow diagram need not be implemented in the order shown; nor do all of the acts necessarily need to be performed. Also, those acts that are not dependent on other acts may be performed in parallel with the other acts. The scope of embodiments is by no means limited by these specific examples. Numerous variations, whether explicitly given in the specification or not, such as differences in structure, dimension, and use of material, are possible. The scope of embodiments is at least as broad as given by the following claims.

Claims:
WE CLAIM:
1. A method for seeking contextual support by an electronic device, said method comprising:
commencing (101) a setup process; and
establishing (102) a communication link with a remote support centre thereby enabling a user to seek contextual support from the remote support centre prior to completion of the setup process.

2. The method as claimed in claim 1, wherein commencing (101) the setup process comprises:
presenting (201) a user interface prior to completion of a set-up process of the electronic device, the user interface including an option for seeking contextual support from the remote support centre; and
receiving (202) an user input electing the contextual support.

3. The method as claimed in claim 1, wherein establishing (102) the communication link with the remote support centre further comprises:
gathering (203) data as available on the electronic device optionally including data as provided by the user during the set-up process;
determining (204), based on the data thus gathered, a type of communication link for establishing between the electronic device and the remote support centre; and
establishing (205) a communication link with the remote support centre based on said determining.

4. The method as claimed in claim 2, wherein the user interface is presented at the beginning of the set-up process of the electronic device.

5. The method as claimed in claim 2, wherein the user interface further includes an option for manual set-up process of the electronic device without seeking contextual support from the remote support centre.

6. The method as claimed in claim 2, wherein the user input electing the contextual support includes at least one of a gesture input, a voice command and a touch command.

7. The method as claimed in claim 3, wherein data gathered from the electronic device includes at least one of:
• presence of a subscriber identity module (SIM) card in the electronic device;
• a type of communication channel available to the electronic device;
• contact detail(s) of the remote support centre;
• details of the electronic device;
• code(s) for sharing with the remote support centre corresponding to the details of the electronic device;
• details of a pre-selected language, if any;
• code(s) for sharing with the remote support centre corresponding to the pre-selected language;
• data pertaining to a language selected by the user, if any;
• code(s) for sharing with the remote support centre corresponding to the language selected by the user.

8. The method as claimed in claim 1 further comprising:
• prompting, during the set-up process, the user to provide data pertaining to language selection; and
• receiving data pertaining to a language selected by the user.

9. The method as claimed in claim 3, wherein determining a type of communication link for establishing communication between the electronic device and the remote support centre includes:
• selecting a Wi-Fi based communication link, if a Wi-Fi network is available to the electronic device; or
• selecting a 3G-based communication link, if a SIM card supporting 3G is present in the electronic device and if a Wi-Fi network is not available to the electronic device; or
• selecting a 2G-based communication link, if a SIM card supporting 3G is present in the electronic device with the 3G network being not currently available and if a Wi-Fi network is not available to the electronic device; or
• selecting a 2G-based communication link, if a SIM card supporting 2G is present in the electronic device and if a Wi-Fi network is not available to the electronic device.

10. The method as claimed in claim 1, wherein the communication link is capable of supporting a voice based call or a video based call.

11. The method as claimed in any of claims 7 to 10, wherein at least one of:
• code(s) corresponding to the details of the electronic device;
• code(s) corresponding to the pre-selected language; and
• code(s) corresponding to the language selected by the user;
is transmitted to the remote support centre either at the time of establishing the communication link with the remote support centre or subsequently thereof.

12. The method as claimed in claim 1, further comprising: receiving, by the electronic device, code(s) for enabling operation of the electronic device in a shared screen mode in conjunction with the remote support centre.

13. The method as claimed in claim 1, further comprising: receiving, by the electronic device, audio or video instructions pertaining to the contextual support from the remote support centre.

14. The method as claimed in claim 13 further comprising: recording the audio or video instructions thus received from the remote support centre either automatically or in response to a user trigger to record the audio or video instructions; creating an audio or video file containing the audio or the video instructions and storing the audio or video file thus created.

15. The method as claimed in claim 14 further comprising: receiving text input from the user for linking to the audio or video file and storing the text input thus received from the user in a mapped relationship with the audio or video file.

16. The method as claimed in claim 14, wherein storing the audio or video file comprises parsing the audio or video file to identify words, matching the words thus identified with a list of keywords from a predefined list and storing the audio or video file based on the matching.

17. An electronic device for seeking contextual support, said electronic device comprising:
a display device (901) for displaying a user interface prior to completion of a set-up process, the user interface including an option for seeking contextual support from a remote server;
a user input receiving unit (902) for receiving an user input electing the contextual support;
a processor (903) for gathering data as available on the electronic device optionally including data as provided by the user during the set-up process, the processor being further configured to determine, based on the gathered data, a type of communication link for establishing between the electronic device and the remote server; and
a communication unit (904) for establishing a communication link with the remote server based on said determining.