12.04.2024

Customer support: View WiFi problems in the agent dashboard

Nowadays, a reliable Internet connection has become an indispensable part of our everyday lives. Whether for working from home, streaming films or surfing the Internet – a stable WiFi network is essential. Unfortunately, there are always faults and problems that frustrate customers and put a strain on support. To meet these challenges efficiently, companies are increasingly relying on innovative solutions such as the combination of a customer service app and the associated service agent dashboard to solve customers’ WiFi problems quickly and specifically. We recently reported on real-time analyses in technical customer support. This article will now take a closer look at the advantages of the agent dashboard.

Advantages of the agent dashboard

Faster processing time for support requests

A key advantage of the service agent dashboard is the faster processing time for support requests. The ability to view WiFi problems directly means that service staff can start troubleshooting immediately without having to wait a long time for additional information. This leads to shorter waiting times for customers and significantly increases satisfaction.

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Relief for first and second level support

The agent dashboard also significantly reduces the workload of first and second level support. By giving service staff access to detailed information about the WLAN problem when they first make contact, the number of escalating enquiries to higher support levels is reduced. “Simple” WiFi problems can usually be solved directly at the first support level. This allows qualified employees to concentrate on more complex problems and at the same time increases the efficiency of the entire support process.

Transparency and honesty

Another important aspect is the transparency offered by the agent dashboard. Customers often have limited technical understanding and are therefore unable to pinpoint the exact cause of their WiFi problem. The ability to view customers’ WiFi specifications gives service staff a clear overview of the situation and enables them to look for specific solutions.

In addition, customers may not be honest during a support call about the attempts they have already made to resolve the problem. However, the dashboard enables service staff to track the steps taken and offer effective solutions without wasting time on approaches that have already been tested.

Self-Service Solution

Conntac Service Dashboard

With Conntac's Service Dashboard, service agents and managers have full control over customers' in-app processes in the self-service app.

View Service Dashboard

The interface between app and dashboard

The interface between the app and the dashboard is crucial for the smooth running of the support process. Customers can use the Conntac self-service app, for example, to identify and solve their WiFi problems themselves. If the problem can only be solved by trained personnel, the app creates a case number for customer support. By entering the relevant process number in the agent dashboard, they can view all the information in the customer’s home network and recognise data such as router model, signal strength, connection speed and much more. This seamless integration enables efficient communication between customers and the support team and helps to identify and solve problems quickly.

Conclusion

Overall, the agent dashboard provides an efficient solution for WiFi issues by shortening the processing time of support requests, reducing the workload of the support team, creating transparency and enabling seamless integration between customers and the support team. By making targeted use of this innovative technology, companies can not only increase customer satisfaction, but also optimise their support processes and reduce costs.