Problem analysis
and troubleshooting
The heart of the self-service solution
Being able to solve complex technical issues and problems independently – is not only Conntac’s long-term vision for all people and industries – but also one of the central features of the Self-Service Solution.
Troubleshooting
Solve technical problems independently
With Problem Analysis and Troubleshooting, customers can independently identify and resolve their smartphone and home network problems through easy-to-understand and UX-optimised instructions within the Self-Service App. Contact with your customer service is not necessary.
- Fast and targeted analysis of problems in the home network
- Independent troubleshooting of router, smartphone and fixed network problems
- Helping customers to help themselves through interactive instructions supported by informative graphics
- Fast and targeted analysis of problems in the home network
- Independent troubleshooting of router, smartphone and fixed network problems
- Helping customers to help themselves through interactive instructions supported by informative graphics
- Targeted handover to customer support without media interruption if the problem cannot be solved independently
- Prepared information for your customer service in the Conntac dashboard when contact is established
- Targeted handover to customer support without media interruption if the problem cannot be solved independently
- Prepared information for your customer service in the Conntac dashboard when contact is established
Relieve the service hotline with technical Problem Analysis and Troubleshooting
WiFi coverage is an important factor for customer satisfaction. Fluctuating WiFi quality, Internet connection problems and total failures lead to dissatisfied customers. Problems in the home network thus become problems at the hotline.
With the analysis and independent optimisation of the home network, calling the service hotline can be avoided. In the event of a handover to customer service, employees can view the troubleshooting measures that have been carried out so far through the App and provide targeted assistance.
AHT is significantly reduced and lengthy questionnaires are a thing of the past!
COST REDUCTION IN CUSTOMER SERVICE THROUGH CALL MINIMISATION
On average, 80 % of customers help themselves with self-service. A high call volume and thus high costs are almost eliminated in customer service.
COST REDUCTION IN CUSTOMER SERVICE THROUGH SHORTENED AHT
Insight into the in-app processes of problem analysis and resolution enables you to better understand and resolve problems of calling customers up to 75 % faster.
CUSTOMER SATISFACTION AND POSITIVE BRAND ASSOCIATION
The central and intuitive contact point for your customers – with a thoughtful UX design included – strengthens customer loyalty to your brand.
Insight into the in-app processes of problem analysis and resolution enables you to better understand and resolve problems of calling customers up to 75 % faster.
Optimise your support processes in the long term based on prepared evaluations and statistics and prevent problems from arising in the first place.
RELIEF AND SATISFACTION FOR YOUR TEAM
Both employees in customer service and technicians in the field are relieved in their daily work by the independent and quick problem solving of the customers.
Excellent User Experience
Interactive and intelligent troubleshooting guides
From the configuration of the hardware, the WiFi connection to the router, the connection to the Internet, WiFi analysis and measurement of the bandwidth.
Problem Analysis and Troubleshooting supports customers with interactive and illustrated instructions, automatic checks and remedies for technical problems.
Identifying and solving problems independently
A promise of success – not only for you
For customers, causes and problems in network technology are usually not recognisable, so that a description of the existing concern is difficult. Determining the cause of network problems via the service hotline is therefore often complicated.
In the most extreme case, an appointment is made with a service technician – and without long waiting times, this is almost impossible. This is not only frustrating for your customers, but also for your staff.
With the use of self-service in the home network, you can help your customers quickly and in a targeted manner – and without them having to contact customer service! If your customers feel a sense of achievement by solving problems quickly and independently, this increases their loyalty to your brand.
Offer your customers these advantages with technical Problem Analysis and Troubleshooting:
- Fast and targeted problem solving – intuitive and self-explanatory
- Sense of achievement through independent fault clearance
- 24/7 service – whether on weekends, public holidays, at night, in the home office or during Netflix sessions
- No waiting for customer service until the next business day
- High satisfaction along an excellent UX design
- Fast and targeted problem solving – intuitive and self-explanatory
- Sense of achievement through independent fault clearance
- 24/7 service – whether on weekends, public holidays, at night, in the home office or during Netflix sessions
- No waiting for customer service until the next business day
- High satisfaction along an excellent UX design
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