As a telecommunications provider, you ask yourself what challenges your customers are most concerned about and how you can solve them quickly and in a targeted manner. A large number of service requests arise because of your customers’ impression that their Internet bandwidth in the home network is too low.
The bandwidth provided is often not the problem
Statistics show: In less than 50 % of such service cases, the problem actually lies in the insufficient bandwidth provision by Internet service providers. This is a real challenge for your service staff, as it is almost impossible to assess from a distance what is the cause of a weak or non-existent internet connection in the home Wi-Fi. However, due to increased networking, problems in the Wi-Fi home network are occurring more and more frequently, which is causing the number of service requests to rise. An inadequate internet connection in the home network is one of the three most common problems reported by customers of internet service providers (ISPs)*. So how can you as a telecommunications provider ensure that this problem of your customers is solved and your service hotline is relieved? The best-practice solution is self-service. If the cause of the problem can hardly be diagnosed and solved from a distance, there is an alternative option. Offer your clients the necessary support to identify and solve the problem themselves.
