World-class customer-centric brand?
THEN YOU NEED
TROUBLESHOOTING AT CUSTOMER LEVEL IN REAL-TIME
INCREASED FIRST CALL RESOLUTION
REDUCE HANDLING TIME BY 50%
EASIER ACCESS TO NETWORK DATA
What customers expects
When things aren’t working as they should customers expect their CSP to help them find out why and fix it quickly. But technical customer support hasn’t kept pace with customer expectations and too-often is an unpredictable lottery that depends on the knowledge of individual agents. Digitally savvy and self-sufficient customers expect more and yet are faced with having to call customer service with a frustrating wait for assistance without an accurate answer or no answer at all.
John is a digitally-savvy customer whose internet speed is too slow for him to videoconference his colleagues or watch the latest Netflix movie with his kids. John wants to fix the problem himself but is frustrated.
John can’t resolve his slow data speed via self-service so is forced out of his preferred digital channels and has to call customer service.
The new agent discovers that fixing the fault is taking longer than expected. But John has lost confidence in his service provider. ‘Why have they wasted his time?’ he thinks. Was it so hard to text him to tell him there was a delay?
After a frustrating 10-minute wait accompanied by bad music he finally gets to explain to an agent what’s wrong. He then has to wait again while she investigates his problem.
The agent can’t find what’s wrong, so she transfers John to 2nd line support. John has to repeat information and wait while the new agent investigates.
John starts looking for new broadband deals and a service provider that will take his needs seriously.
Unfortunately, John’s data speed continues to disrupt his enjoyment of the movie. Increasingly frustrated, John calls customer service again, queue for another 15 minutes and angrily asks the new agent why the problem still hasn’t been fixed.
The 2nd line support agent tells John there’s a problem in his area that’ll be resolved soon. She closes the case. Can John finally enjoy his Netflix movie?
What customers really need – personalized and proactive support
John’s experience is all too common. But customers need and demand more. It’s no longer good enough to efficiently sort out reported issues, because only 1-3% of your customers contact their CSP when they experience problems. Instead, customers expect CSPs to provide personalized proactive support around-the-clock and in channels that suit them..
Subtonomy’s research shows that 90% of customers now expect personalized advanced notification about planned network performance issues and virtually all customers (99%) expect CSPs to follow through with timely updates.
Customers don’t want to have to queue for answers. Long wait times and even longer support calls put customers off contacting their CSP. Which is why only 1-3% of customers currently report faults. This is bad news for CSPs because it doesn’t give them chance to put things right before their customers silently churn.
Customers want to find out information for themselves and provide feedback to their CSP. They only want to call a CSR if they’ve tried and failed to resolve their problem or find the information they need.
Enterprise customers, in particular, value having access to more information. Proactively informing them about planned maintenance allows them to take mitigation measures. Being more transparent about current network performance helps them figure out if the problems they are experiencing are on their side or yours – speeding resolution.
More channels for support
As customers become more digitally savvy their habits change. 43% say their phone is no longer one of their top 3 preferred channels. Instead, they prefer to use digital channels to solve their problem or find the information they need. Almost 9 out of 10 would also prefer to file their complaints online.
The always-on digital world means customers need extended support times. 6 out of 10 customers expect the exact same contact center availability over the weekend as during the week, and 3 out of 10 expect 24x7 support.
Customer-centric support apps
Subtonomy provides four key tools based on the same core data that transform your technical customer support. Together these tools help CSPs meet their customers evolving expectations and ensure all their service channels stay in sync.
gives your CSRs insight into the network experience of individual subscribers
provides insight to support wholesale customers such
as MVNOs, sub-brands
and IoT providers
provides rich data about the performance of B2B services to enable better support for enterprise customers
SubSearch transforms technical customer support
The Subtonomy platform collects data from multiple sources such as passive probes, OSS, BSS, CRM, cell and third-party data. Machine Learning is used to pinpoint anomalies in service performance and predictive analytics are used to check which customers are affected. All data is processed in real-time. The SubSearch application runs on top of the Subtonomy platform, providing CSRs with hyper-personalized, accurate and current data on network performance to boost their productivity, speed customer interactions and deliver a better support experience to customers. SubSearch puts the information at your agents’ fingertips to transform every agent into a superagent.
Meet Andrea, a superagent using SubSeach application in her daily job. With enhanced information at her fingertips she performs world-class service with an ease, or how about;
Understand the customer journey – have they self-diagnosed, received a previous response or complained before?
View data about known network, service or handset issues in one place
Visualize the customer’s current network experience via an intuitive dashboard
Recommend the next best action to mitigate the issue or provide information on likely duration and steps taken to resolve.
Follow through by letting the customer know when the issue is resolved via a proactive app or SMS notification
If the issue can’t be resolved by first line support, efficiently forward the live trouble ticket to second line support to avoid the customer having to repeat information.
Locate an individual customer by MSISDN, IMSI or IMEI easily and in real-time
Isolate any issues affecting the customer’s network experience or device performance and, whether any live trouble tickets are associated with the disruption and the likely time it will take to resolve the issue.
By the push of a button SubSearch displays what service level the customer actually has experienced.
By the push of one button SubSearch isolates any issues affecting the customer’s network experience or device performance and update CSRs via color-coded and clear text messages that tell them which services are affected, whether any live trouble tickets are associated with the disruption and the likely time it will take to resolve the issue.
Our top priorities are to have the most loyal and satisfied customers and create value through superior network connectivity. Subtonomy plays a crucial part in helping us achieve that.
Head of Department, Service Support tools DevOps @ Telia Estonia
We have managed to reduce both the number of complaint calls and the time we need to spend on each call. With Subtonomy, we’re working more efficiently while getting happier customers.