Optimize technical customer support processes
With Conntac's service dashboard, service agents and managers have full control over customers' in-app processes in the MyProvider app.
All processes and problems from the Conntac self-service app are processed and available in real time. Fault reports can also be created. With the help of this knowledge, it is possible to respond specifically to the needs of customers and sustainably improve the customer experience.
Statistics
Targeted problem solving
The self-service dashboard provides your employees with a clear and detailed insight into the situation of your customers. The agents can use the unique incident number in the app to view the troubleshooting steps already carried out by the customer and thus provide quick and targeted support in solving the technical problem.
Transparently understand active and resolved processes
With the process number, service employees can transparently track the app processes and customer data, e.g. self-service processes carried out, customer information, WiFi, router and mobile device information.
Fast and targeted troubleshooting.
Due to the transparent overview of all customer information and app processes, service employees can provide quick and targeted support in troubleshooting. Long waiting times and clarification processes in the service hotline are a thing of the past!
Everything at a glance
With statistics, managers have an overview of all processes and KPIs from the Conntac Self-Service App. With the statistical findings, service managers can make their customer service future-proof and competitive.
Evaluate service operations statistically
Service managers receive statistical reports of all in-app activities in the KPI Dashboard. How often were self-service actions carried out and how often was the service contacted? Which feature was used most frequently and what were the main causes of problems within the independent troubleshooting?
Future-proof and competitive customer service
With statistics, service managers can improve their customer service even more. Past and current insights can help internet service providers stay one step ahead in the future!
Manage fault reports
With the Fault management feature, internal or external faults can be communicated directly to customers in a quick and uncomplicated manner. Whether they occur with a specific router, a specific smartphone or are location-specific by area code or postcode. Resolved faults are displayed to users using the reminder feature via push notification. In the problem-solving process, these are taken into account accordingly, so that customers are informed in the event of a fault and do not burden the hotline.
Create and activate fault reports
Via the fault management, customers can be informed about faults and breakdowns that affect the home network. To do this, create the title, the message and the affected fault area, e.g. postcode or router IDs and switch the fault message live.
Resolve fault reports
If the fault clearance is successful, service employees deactivate the associated fault report. Customers are then informed of the cancellation of the fault via the reminder feature via push notification.
Service dashboard at a glance
German servers
Real-time data and CSV export
For all common browsers
Fast and targeted troubleshooting
Up to 80 % of the users of the Conntac Self-Service solution help themselves with Internet problems.Certain technical problems nevertheless require personal contact with the customer service. However, the service hotline is usually too busy, especially in technical customer service. Certain problems require long clarification times. In addition, many customers find it difficult to identify and describe their home network problems due to a lack of technical understanding.
With the Conntac Service dashboard, service employees can keep an eye on all app processes and customer data so that they can provide quick and targeted support in solving technical problems in the home network. The volume and duration of telephone calls to the service hotline are significantly reduced. The key to an outstanding customer experience in technical customer service!
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