Some of the most popular features:
The “Setup Assistant” feature actively supports customers in setting up new WiFi-capable devices in the home network. Through interactive instructions, they are guided from unboxing the router to connecting the first devices and are able to set up the home connection on their own, even without technical expertise. Start surfing in just a few minutes after receiving the devices? No problem with the MyProvider app.
Another feature that supports the provider’s customers around their Internet access is “Optimise WiFi“. With Optimise Wi-Fi, customers can analyse their home and find out whether their Wi-Fi coverage is optimal. In a first step, they create the rooms of their home in the app – even several floors can be mapped intuitively and user-friendly. In the next step, they assign existing Wi-Fi devices to their rooms. The app supports the optimal positioning of the router. Wi-Fi measurements are then carried out by the app and a recommendation is made as to whether an additional repeater would be useful.
Problem analysis and solution
For provider clients, the “problem analysis and troubleshooting” feature is another reason to use the app. The app supports users in troubleshooting their internet connection, which avoids hotline calls and allows users to solve technical problems on their own, even without prior technical knowledge.
How does that work? The app combines intelligent network measurements with understandable queries through which the app detects the underlying connection problem. By means of user-friendly and individual instructions, users are guided step-by-step through the problem-solving process and thus enabled to eliminate numerous connection problems themselves. These step-by-step guides to solving problems can also be used without an internet connection. Compared to static FAQs or instructions, our solution is therefore differentiated by dynamic processes that adapt to the user’s circumstances and by its user-friendly interface. The strong focus on UX/UI and the focus on the users contribute to a high satisfaction and adoption rate of the app.
The app is the central point of contact for all technical service issues and enables seamless handover to the provider’s existing contact channels through smart routing. If a problem cannot be solved by the app, for example, the app generates an incident number and offers users the option of calling the service hotline of the respective provider from within the app. This creates a holistic user experience. The service staff on the provider side, in turn, receive insights into the measurements of the app by transmitting the transaction number, in the form of the “Conntac Dashboard”. The Conntac Dashboard is an all-in-one platform that contributes to process optimisation and more efficient handling of service requests through real-time analyses.
This information makes it possible to respond individually to the caller’s problem and support them in finding a quick and accurate solution. This shortens the call time (AHT), which in turn leads to higher customer satisfaction and reduced costs on the provider’s side.