Troubleshooting expertise in customer service reinvented
The company philosophies of both ServiceOcean and Conntac center around the continuous improvement of customer service. It is therefore not surprising that both entered into a strategic partnership with the goal to create a holistic customer experience. The Conntac Self-Service App helps customers to solve technical problems with their internet connection themselves. But what if the problem cannot be solved by the app? The internet provider’s support line needs to be contacted. This is where ServiceOcean’s intelligent scheduling system for call-backs comes into play. Combined, both systems provide unprecedented customer service – truly customer-oriented and without waiting times.
Conntac – the Self-Service Solution for internet providers
The customer-facing part of the Conntac Self-Service Solution is an app that is offered to customers of internet service providers. This app allows these customers to solve problems with their internet connection themselves – effortlessly and without having to contact the internet provider’s support hotline, which could result in the customer having to wait for a service agent. So instead, customers solve their problems using the app which offers intuitive and interactive guides and which automatically troubleshoots potential problems.
Sometimes, the app will not be able to solve a problem, because the cause is outside the app’s reach. In those situations, the app displays the number of the provider’s service hotline. So far, this step could have resulted in waiting times at the hotline which can be frustrating and could result in an unpleasant customer experience.
The solution: Conntac integrates ServiceOcean’s software
Thanks to an integration with ServiceOcean’s software, customers can have it their way. ServiceOceans’s intelligent call-back scheduling software allows them to have a service agent call the customer at a time of the customer’s choice. The software connects service agents and customers on time considering the utilization of support hotline ressources. Additionally, support agents have access to a detailed analysis provided by the app including all the troubleshooting steps already taken. That greatly reduces the things that customers now need to do over the phone or need to explain to the agent in technical terms. An faster, more pleasant experience for both customers and agents.
Since 2013, ServiceOcean has represented a new level of availability in the digital age. Innovative software solutions improve KPIs for service centres, sales teams and retail stores. Intelligent scheduling manages queues for customer service hotlines, cold calling in sales, and wait times in offices and shops on the basis of pre-defined objectives. Companies benefit from top KPIs, greater cost effectiveness and happier customers and employees.
Conntac is a fast growing IT company located in Augsburg. The team consists of interdisciplinary talents who are developing thought-out and user-friendly Self-Service Solutions for the telecommunications industry. Conntac’s innovative software solutions help thousands of customers daily: from fixing the internet connection automatically to contacting customer support easily – 24/7, intuitive and fast.