Help customers to help themselves – what do we mean by that at Conntac? 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 on the other end of the line to solve their problems?
So what would it be like if they had control over their technical challenges and could manage them independently around the clock? At Conntac, this is no longer a vision, but a reality from the practical experience of our customers: “Help customers to help themselves” is our credo, and it has revolutionised the way people deal with their WiFi problems and other technical difficulties.
Self-help in customer support goes beyond pure efficiency – it’s about autonomy and self-determination. Customers no longer have to wait for support staff to be available to answer their questions or solve their problems. Instead, they can process their technical concerns independently and at any time using intuitive self-service options. This self-help mentality enables customers to organise their everyday lives more smoothly and understand their technical devices better.
The ability to solve technical problems independently is not only practical, but also empowering. By giving customers the tools to solve their own technical problems, you strengthen their self-confidence and independence. They no longer have to wait helplessly for someone else to help them – they have control over their technological environment and can organise it according to their own ideas. Strengthening self-confidence and independence also promotes a positive brand association and long-term brand loyalty.
Check out our checklist to find out whether your company is ready for self-service. We say yes!
One of the central features – and the centrepiece – of Conntac’s self-service solution for Internet service providers is troubleshooting. This enables customers to identify and rectify their smartphone and home network problems themselves. Imagine your WiFi at home is not working properly. Instead of being put on hold for hours or waiting for a technician, they can now identify a problem directly in the app and initiate solution steps. With clear and UX-optimised instructions, we guide your customers through the troubleshooting process step by step. You don’t even have to contact customer service – the solution is literally in their hands.
