A method comprising: receiving device status data from a mobile device at a mobile device support apparatus, wherein the device status data comprises information regarding one or more actions performed by a user of the mobile device prior to the support session with the customer service representative being initiated, wherein the information regarding one or more actions performed by the user comprises one or more corrective actions performed by the user, and wherein the device status information further comprises an application profile indicating two or more applications installed on the mobile device and application crash histories; determining , by the mobile device support apparatus, a user sophistication level indicating a level of the user's technical knowledge based on said received device status data; determining by the mobile device support apparatus, whether to escalate to a support session with a customer service representative based on the determined user sophistication level; if the determining whether to escalate results in the support session, selecting by the mobile device support apparatus, a particular customer service representative from a plurality of customer service representatives to assign to the support session based on information regarding a plurality of customer support representatives, and the determined user sophistication level; assigning , by the mobile device support apparatus, the particular customer service representative to the support session; and providing , by the mobile device support apparatus, a record of the received device status data to the assigned customer service representative. receiving device status data from a mobile device at a mobile device support apparatus, wherein the device status data comprises information regarding one or more actions performed by a user of the mobile device prior to the support session with the customer service representative being initiated, wherein the information regarding one or more actions performed by the user comprises one or more corrective actions performed by the user, and wherein the device status information further comprises an application profile indicating two or more applications installed on the mobile device and application crash histories; determining , by the mobile device support apparatus, a user sophistication level indicating a level of the user's technical knowledge based on said received device status data; determining by the mobile device support apparatus, whether to escalate to a support session with a customer service representative based on the determined user sophistication level; if the determining whether to escalate results in the support session, selecting by the mobile device support apparatus, a particular customer service representative from a plurality of customer service representatives to assign to the support session based on information regarding a plurality of customer support representatives, and the determined user sophistication level; assigning , by the mobile device support apparatus, the particular customer service representative to the support session; and providing , by the mobile device support apparatus, a record of the received device status data to the assigned customer service representative. <EOS>