Blog posts

In the digital world, customers expect quick and easy solutions — without long waiting times. Internet providers are faced with the challenge of providing efficient customer service, reducing costs and increasing sales at the same time.

At a time when connectivity is more important than ever, customer service provided by Internet Service Providers (ISPs) plays a crucial role. Here are five ideas to optimize your customer service and increase customer satisfaction.

Artificial intelligence (AI) is becoming increasingly important in customer service. It opens up potential to increase efficiency, particularly for decision makers in technical support. This article shows current trends, opportunities and challenges in the use of AI.

In the digital age, an outstanding user experience (UX) is the key to standing out from the competition and winning long-term satisfied customers. Especially in the B2B SaaS sector, intuitive solutions are required that make complex processes simple and user-friendly.

The expansion of fibre optics is crucial for Germany's digital infrastructure. The BREKO Market Analysis 2024 provides an in-depth overview of the current status, key trends and the challenges facing internet providers.

At a time when customer needs are changing rapidly and competition is becoming increasingly fierce, excellent customer service is crucial to a company's long-term success. Customer feedback is particularly important

Virtual assistants, AI, target groups - the customer service landscape is changing rapidly. It is essential for internet service providers (ISPs) to keep pace with these developments in order to remain competitive and meet the increasing demands of customers.

Customer satisfaction refers to the extent to which a company's products or services fulfil or exceed customer expectations. It is a key element in the success of a company, as satisfied customers tend to be more loyal and generate positive word-of-mouth advertising.

Customer satisfaction is at the heart of a successful company. For internet service providers and telecommunication companies in particular, it is essential to know the causes of customer dissatisfaction and to combat them in a targeted manner.

Chatbots have become increasingly popular in recent years and offer an easy way to answer customer enquiries quickly. However, despite their advantages, they often reach their limits, especially when it comes to technical customer support.

One of the most valuable assets for companies is their customers' personal data. Because big data harbours the opportunity for big business.

Broadband expansion requires strategic measures in order to be successful. We shed light on the many opportunities and challenges that the gigabit age brings for internet service providers and telecommunication companies.

Excellent customer service is crucial for the success of any company. For Internet Service Providers (ISPs) in particular, it is essential to satisfy their customers and retain them in the long term. But what makes good customer service?

AI has established itself as a driver of innovation and offers telecommunication companies in particular a wide range of opportunities to increase their efficiency, reduce costs and improve the customer experience.

There are numerous approaches and methods for optimising customer service. In this blog article, we take a look at selected strategies for improving the initial interaction with customers and continuously optimising service.

The introduction of automated processes has proven to be a decisive factor for companies that want to offer a stress-free customer experience.

In today's digital world, customer service is increasingly becoming a decisive factor for the success of a company. Employee motivation plays a key role in providing outstanding service. One concept that is becoming increasingly important is gamification.

To meet challenges efficiently, companies are increasingly relying on innovative solutions such as the combination of a customer service app and the associated service agent dashboard to solve customers' WiFi problems quickly and specifically.

In a world where technological innovations are constantly advancing and our daily lives are increasingly dependent on digital devices, reliable customer support is essential. So what if customers no longer had to wait for an employee to solve their problems?

Customer satisfaction depends not only on the quality of your services, but also on the way your customers experience them. In this blog post, we will explore the essential elements of an outstanding customer experience.

In today's fast-paced world, customer satisfaction is a decisive factor for the success of a company. A balance must be struck between technology and humanity.

The introduction of 6G marks a significant step in the evolution of telecoms technology. As the next evolutionary step after 5G, 6G promises not only improved performance, but also a ground-breaking wave of innovation.

Comprehensive fibre optic coverage - both in urban and rural areas - is a central part of the federal government's gigabit strategy. Internet service providers are increasingly busy convincing customers of the benefits of fibre optic connections.

In the landscape of the UK telecom industry, one advance stands out as a true game-changer: one-touch switching. This transformative approach not only empowers consumers but also challenges internet service providers (ISPs).

Customers are placing more and more value on first-class service quality and an outstanding customer experience. Expectations are particularly high for smaller companies or service providers, such as internet service providers and municipal utilities.

Here are ten tips, based on expert advice and best practice, to optimise your WiFi at home and get the full power of your internet connection.

With the increase in home office workplaces, the need for a stable Internet connection is also growing. However, a survey conducted by finanztip with 2,379 participants at the end of 2021 shows that 46% of respondents regularly have problems with internet quality.

Efficient customer support is crucial to the success of a company. In today’s technology-driven world, where customers have high expectations for immediate help and quick solutions, real-time analysis plays a crucial role, especially in technical customer support.

Young people who have grown up with the constant evolution of technology tend to avoid service providers or suppliers who are lagging behind the demands of digitalisation.

In the world of customer service, conflicts and complaints are inevitable. Particularly in telephone support, when it comes to technical problems, challenges can arise that require effective handling.

From advanced technologies to an even stronger focus on customer needs – here are the most promising customer service trends for 2024.

The year 2024 is just around the corner and the evolution of customer experience continues to gather pace. In this dynamic era, characterised by technological advances and changing consumer trends, ten trends are emerging that will shape the customer experience in 2024.

Providing customer service around the clock, also known as “24/7 customer service”, has become a crucial element for companies to meet the increasing expectations of their customers and clients.

Digitalisation has revolutionised the way in which companies interact with their customers. Choosing the right customer touchpoints, i.e. the points at which customers come into contact with a company, is crucial for success in digital customer support.

In today’s business world, customer experience (CX) is more than just a trend – it’s the key to sustainable success. The way customers experience a company influences not only their satisfaction but also long-term retention and loyalty.

The relationship between companies and customers is a complex dynamic based on trust and satisfaction. When customers feel that they are well looked after and understood, they tend to remain loyal to a brand.

The job of customer service is undoubtedly a real challenge. However, this task becomes almost impossible if your customer service staff do not have everything they need to succeed.

Employees in technical customer support, or agents for short, resolve problems by phone, email or chat and offer customers solutions.

In the world of Internet Service Providers, it may seem paradoxical that social media could play a role in their business objectives. After all, providers are focused on technology and communication, not social media interactions.

The origin of Customer Service 4.0 lies in the need to ensure that customer service remains seamless and uninterrupted across different channels in the digital age.

In spring 2023, the Federal Government presented the Gigabit Strategy for Germany. It is intended to make the country fit for future digital challenges – with an expansion of the fibre optic network as well as nationwide mobile communications at a high level.

In an ever-changing business world where technology plays a key role, it’s no surprise that customer service is no stranger to the latest developments. Artificial intelligence (AI) has the potential to transform customer service.

Ganze 90 % der Befragten einer repräsentativen Studie des Answers-Unternehmen Yext möchten gerne eigenständig Informationen über Produkte und Dienstleistungen finden.

Imagine calling customer service to solve an urgent problem with your laptop. Instead of following endless verbal instructions, a visual world opens up before you – thanks to augmented reality (AR).

The unstoppable mobile-first trend is keeping customer service very busy these days. Digitalisation and the creation of attractive touchpoints is a strategically important building block and will keep the industry busy for a long time to come.

The Horizontal Experience is about the great experience that customers have with one company and consequently have the same expectations of another company.

Currently, the UK broadband market is dominated by seven well-known and large internet service providers (ISPs). This article focuses on the rise and unknown of Altnets in the UK.

In today’s digital world, a stable and well-functioning home network is essential. However, the increasing number of end devices exchanging data over the local network makes setting up and managing a home network increasingly complex.

But how do the needs and expectations of Gen Z differ from other generations? And why is it important to think about tomorrow’s customers today?

Do you know this feeling of pride and the associated feeling of wanting to report it to those around you? It is about the phenomenon of having repaired an appliance or other everyday object independently – without help.

Internet service providers face the challenge of meeting changing customer demands. One solution to this is to implement a one-app strategy.

The AHT (Average Handling Time) in technical customer service not only has an impact on personnel costs but also significantly on customer satisfaction.

In this blog post, we’ll take a close look at the latest trends and developments in self-service apps. From AI-driven chatbots to voice-activated interfaces and IoT integration.

The metaverse is moving inexorably into the centre of attention. Companies must adapt their customer service to the new circumstances so that they can utilise the opportunities that the metaverse offers them both now and in the future.

Customers who urgently need help resolving a problem with, for example, their online ordering process, are often frustrated by the long wait times on hold. This is compounded by the sometimes unclear and endless service options offered by customer support.

It cannot be stressed often enough how important it is to gather customer feedback. Customer feedback and general personal contact with customers is instrumental in providing excellent customer service.

In today’s fast-paced world of telecommunications, customers are facing increasingly high expectations from telecommunication companies (Telcos).

With the Conntac Self-Service App, Internet service providers can not only proactively communicate malfunctions to their customers, but also communicate targeted individual marketing content. The focus of this article: the marketing channel.

Google search results for the keyword GenZ return numerous articles regarding their demands on the employer or many posts about the “laziness” of the new generation. A fascinating topic! That’s what we at Conntac think too.

The UK telecoms industry is in the midst of significant change. While traditional telcos such as BT and Virgin Media have dominated the market for years, alternative networks (AltNets) have emerged as a new force to be reckoned with.

Service apps don’t save the world – sure – but they give companies the opportunity to support their customers faster and more efficiently. But are service apps sustainable? Can this technology help reduce the environmental impact of businesses?

It is no longer possible to imagine our everyday life without the internet. Fibre optic connections are playing an increasingly important role in this.

Mondays are an unpopular day for many people. The weekend is over, the working week begins and the alarm clock rings far too early. However, Mondays can become a challenge not only for employees, but also for companies – especially in customer service.

As you know, customer service is a central department of a company. It is where customers come with their questions, problems and complaints. How well customer service works can make the difference between satisfied and dissatisfied customers.

Self-service apps can benefit in many ways, such as reducing costs, increasing efficiency and improving customer satisfaction. In this article, we explore the many benefits of AltNet Apps and show where they can effectively apply self-service solutions.

The choice of gigabit services for consumers in the UK will continue to grow and expand. Whilst I am on the lookout for the best deals, a provider that invests in its customer service is at the top of my list.

Everyone knows that the WiFi can weaken or even fail from time to time. But especially over the Christmas holidays, some households notice a slowdown of the WiFi. Suspicion quickly falls on the Internet provider.

The number and simultaneous use of mobile devices has grown significantly in today's digital age. Even in German private households, calls are now made more frequently via smartphones than via fixed line telephones*¹.

As a telecommunications provider, you ask yourself what challenges your customers are most concerned about and how you can solve them quickly and in a targeted manner.

Especially with self-service applications, the inclusion of customers and their needs is essential. But how do self-service solutions manage the balancing act between appropriate problem analysis and a good customer experience on the other?

By now (almost) everyone knows the AHA rule. Because the Corona pandemic has been with us for more than a year now. A crisis that poses immense challenges for all of us.

We live in a fast-paced age with an abundance of information and opportunities, but a clear lack of available time. That's why we want to use them as efficiently as possible and certainly don't want to spend hours queuing at the customer service desk on our weekend off.

On Thursday, 18 March 2021, we hosted a joint Online Talk with one of our long-standing partners, M-net Telekommunikations GmbH. Together we presented our joint success story of the M-net hilft app.

Especially in the digitalised age, customers often encounter technical problems of all kinds that could be quickly solved themselves with the right guidance. Self-service solutions can help here.

To meet today’s demands for a holistic, digital customer experience and offer customers a wide range of contact options, companies are challenged like never before. The challenge is to create a consistent and seamless customer experience.

Tools for future-oriented customer service such as live or video chats, chatbots, social media, crowd-based problem solving and self-service services now make it possible to offer customers a customised experience and provide them with a solution quickly and efficiently.

Self-service can be found in all areas of life today, even if we often no longer recognise it as such, as many services have simply disappeared and “doing it yourself” has become the norm for consumers.

At Conntac, we provide support for Internet access problems so that our clients’ customers can be online at all times. But more important than functioning internet access is the privacy and security of the users.