Image processing systems and methods may include receiving image data captured by an image sensor of a mobile communications device, the image data including at least one image of an inoperative product in an environment of a user. The systems and methods may further include performing image recognition on the image data to determine an identity of the inoperative product and access at least one database to determine a cause of product inoperability based on the determined identity of the inoperative product. The systems and methods may also include establishing a self-service support session by retrieving a plurality of sequential instructions to remedy the inoperability of the product and causing visual guidance to be displayed by the mobile communications device, wherein the visual guidance is associated with the plurality of sequential instructions.

Customer service calls to media service providers are addressed by remotely monitoring and diagnosing the customer's installed equipment. Such remote diagnosis decreases the need for assistance from customer service representatives and on-site repair technicians. In a method of operating a customer service routing system for a media service provider, subscriber equipment is first identified and then data specific to the subscriber equipment is collected. Relevant data can be maintained as an equipment health history in a database that is updated periodically by automatic monitoring. The database can be located within a remote server. Equipment data can be extracted automatically and relayed directly to the subscriber, thereby bypassing interaction with a customer service representative.