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TECHNICAL SELF-SERVICE

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Personalized support in your mobile. Instant & available 24/7.

Customer Support in the digital age

Customer engagement is a key differentiator for the total customer experience. Both engagement and support must be easy, relevant and on customers terms.

 

Customer caters the service and support experience to reflect their personal needs in every aspect of the journey - as it happens. And they don't want to wait in line for 45 minutes. Their time is valuable, and so is yours. 

67%

of millennialls says they
expect a personalized experience*. 

75%

says that the most important thing a
company can do to improve their customer service is to value their customer's time**.

* Salesforce: Customer-trust-trends-salesforce-research.pdf. 2019

**Forrester: https://go.forrester.com/blogs/16-03-03-your_customers_dont_want_to_call_you_for_support 2016

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"Hi Siri, what's wrong with my phone?"

Millennials is often called the self-service generation, that never will pick up the phone to make a support call. And some of the Xs and babybommers are getting into it as well. Not only will self-service empower your subscribers, it will take out a lot of stress of your Customer Service. 

Omnichannel support via automated voice services and brand apps will significantly grow in the coming years. Many customers wants to do as much as possible through their smartphones and as a result the customer demand for mobile support and voice interaction grows, attention will turn to voice interfaces such as Siri, Alexa and Google Assistant. 

Go beyond the simple commands an integrate your tech support with our Technical Self-Service API. Provide an automated and personalized support experience for your subscribers in their digital channel of choice. It can be your brand app, website, chatbot, IVR or smart assistant. 

This will not only decrease the number of calls to tech support by 20% it will also increase your brand transparency, customer engagement and satisfaction.  

 

How it works

Automate 75% of your tech support

Our approach is for you to provide self-service to your subscribers through our API. Today, the majority of all support cases can be automated. In fact, we automate 75% of all tech support cases at our clients today. And for the most complex cases we empower your agents by giving them tools to support without the need for escalations. 

At the same time, it truly increases the customer engagement; we can see up to 300% more support touchpoints with the digital channels, but still the number of calls to technical support decreases by 20%.

Automatic alarms flags clusters

Increasing the interactions has value in itself. You will be provided with more customer feedback and also additional metadata. It eases the automatic pick up and flag clusters of issues such as geographical issues, mobile software versions problems. This real-time insights is valuable both to Customer Support and Operations, where clustered updates is presented in the NOCMap. 

User support journey

Self-Service in mobile app

A subscriber logs into your brand app.

The platform checks automatically if the subscriber is affected by any trouble ticket.

 

If yes, notification is shown on the screen and customer can do a self-service check. 

Typical cases

Network outage

Checking if there are bigger network problems in the area and if any trouble tickets are attached. 

Planned work

If any planned maintenance work has happened in the area, this can be highlighted. 

Device performance

Verifying if issues with subscriber's device and sofware version. 

Coverage issues

Flags if there are coverage issues in the area and can say if any future sites are planned. 

Performance issues

Checking if there are problems with eg. call drops, roaming. 

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