ServiceOcean and Conntac enter into partnership
- Cooperation rethinks problem-solving competence in customer service
- Conntac self-service app integrates software for intelligent appointment callback management from ServiceOcean
Augsburg, October 21, 2020 – If there is one thing that unites the two companies ServiceOcean and Conntac, it is the constant optimization of customer service as an integral part of the company’s philosophy. So it makes sense to start a partnership with the goal of creating a holistic customer experience. The Conntac Self-Service App provides self-help for solving technical problems with the Internet connection. But what happens if the customer can’t fix the problem on his own? This is where the ServiceOcean software comes into play with its intelligent appointment callback management. Together, the product partners stand for solution-oriented customer service – self-determined and completely without waiting times.
Self-service app for internet customers, powered by Conntac
Conntac offers a self-service solution in the form of an app for customers of Internet service providers. This solution enables customers to solve problems with their Internet connection quickly and independently, without having to contact customer service and thus put up with any waiting times. Customers solve problems themselves thanks to intuitive and interactive instructions.
If the problem is still not solved, customers are shown the number of the service hotline. Until now, this step was usually associated with waiting times in the hotline, which is frustrating and, in the worst case, has a negative impact on the conversation with call center agents.
The solution: Conntac integrates ServiceOcean software
Thanks to the integration of the ServiceOcean software, customers are now treated with priority: With the intelligent appointment callback management, they can book a callback at their preferred time. The intelligent software connects employees and customers on a minute-by-minute and workload basis. In addition, the agent is pre-informed about all the steps the customer has already taken. Thus, the only things left to discuss are those that could not be clarified by the solution – customers and agents arrive at their destination in good spirits and quickly.
About ServiceOcean
ServiceOcean has stood for a new accessibility in the digital age since 2013. Innovative software solutions improve key performance indicators and replace waiting loops in the service center, cold calls in sales and on-site waiting times with intelligent appointments. The multiple award-winning innovation leader is growing at its locations in St.Gallen and Cologne.
