Telecom customer care solutions
Need service solutions that go above and beyond?
Customers real need – personalized and proactive support
Meet today's challenges and ever increasing demands and deliver an outstanding customer service with a unified customer-centric view. Imagine focus on each individual customer's satisfaction at every step of the customer journey.
In order to be able to deliver extraordinary and personalized service experiences in the CSPs' customer service organization, it is necessary to be able to act on large amounts of data. The vast majority of CSPs already have large amounts of rich customer data that they do not use efficiently in Customer Service. With this data collected in an aggregated customer-view the service agent is empowered to identify if, and what trouble, the individual customer is experience and recommendations on how to resolve the potential issues.
With efficient and modern tools based on Machine Learning, they will be able to deliver more reliable models for how the perceived service delivery should be in a certain area on a specific device with a specific OS version.
HANDLE MASSIVE DATA VOLUMES WITH SPEED AND EFFICIENCY
HYPER-PERSONALIZED SELF-SERVICE FOR TECH DISTURBANCES
REDUCE COSTS & STREAMLINE YOUR CUSTOMER SUPPORT OPERATIONS
Automated technical support -
a personalized experience
Subtonomy’s research shows that 90% of customers now expect personalized advanced notification about planned network performance issues and 99% expect CSPs to follow through with timely updates.
24/7 INSTANT SUPPORT
Long wait times and even longer support calls put customers off contacting their CSP, currently only 1-3% of report faults. This is bad news for CSPs because it doesn’t give them chance to put things right before their customers silently churn.
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.
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 improves your customer dialoges and deepens the relationship.
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. They only want to call a CSR if they’ve tried and failed to resolve their problem or find the information they need.
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.
WORKING WITH THE BEST
Head of Department, Service Support tools DevOps @ Telia Estonia
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.
BJØRN TORE GULLFORD
Head of Service Assurance & Operation @ Telia Norge
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.