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. A customer self-service solution contributes to these goals and improves customer experience noticeably.
Self-service solutions: The future of customer service
With a self-service app like MyProvider your customers can solve technical problems on their own — without direct help from support staff. Setting up the Internet connection, optimizing WiFi or troubleshooting home network issues, step-by-step instructions guide customers specifically to their goals.
The app is always available and offers your customers a simple and efficient solution — exactly when they need it.
All functions bundled: One place for your customers
With the customer self-service solution, you bundle all important services:
- Guided setup of the Internet connection and home network
- WiFi optimization for a better connection
- Diagnostic tools to troubleshoot
Your customers can set up devices, optimize network settings and solve challenges themselves in just a few minutes.
Seamless service processes thanks to real human contact
Not every problem can be solved independently. Especially with customer self-service offerings, it is important not to prevent contact with real people:
- Full transparency: all steps performed in the app can be viewed by service agents - including diagnostic results, case numbers and customer data.
- Efficient problem resolution: with real-time data and clear insights, service employees can respond quickly and precisely to queries if the problem cannot be resolved directly in the app.
- Reduced handling time (AHT): clarification processes are noticeably shortened, while service quality increases.
This seamless handover between self-help and support allows you to shorten response times and optimize the entire service process. You should therefore rely on an all-in-one solution such as MyProvider, which provides the Conntac Dashboard for service employees and managers in addition to the app for end customers, thus guaranteeing a fully comprehensive service.
Efficient support — added value for customers and companies
The user-friendly smartphone app becomes a central point of contact for your customers and offers not only quick solutions, but also additional benefits, particularly in connection with the Conntac Dashboard.
- Save resources: Fewer hotline requests relieve your support team and reduce service costs.
- Statistics: Identify trends based on app usage, for example among common problem categories, and take appropriate measures to avoid them
- Increased customer loyalty: An intuitive and reliable self-service solution increases satisfaction and strengthens trust in your service.
