Service
Dashboard
Optimise processes in technical customer support
Conntac’s Service Dashboard gives service agents and managers full control over customers’ in-app operations in the Self-Service App. In addition, fault messages can be created.
All processes and problems from the Conntac Self-Service App are displayed and available in real time. With the help of these insights, it is possible to react specifically to the needs of the customers and to improve the customer experience in the long term.
Everything at a glance
The Conntac Dashboard
SERVICE OPERATIONS
Fault Report
User management
Statistics
Targeted troubleshooting
SERVICE OPERATIONS
The self-service dashboard provides your employees with a clear and detailed insight into the situation of your customers. The agents can use the unique incident number in the app to view the troubleshooting steps already carried out by the customer and thus provide quick and targeted support in solving the technical problem.
Everything at a glance
Statistics
With statistics, managers have an overview of all processes and KPIs from the Conntac Self-Service App. With the statistical findings, service managers can make their customer service future-proof and competitive.
Manage Fault Reports
Fault Management
With the Fault Management feature, internal or external faults can be communicated directly to customers in a quick and uncomplicated manner. Whether they occur with a specific router, a specific smartphone or are location-specific by area code or postcode. Resolved faults are displayed to users using the reminder feature via push notification. In the problem-solving process, these are taken into account accordingly, so that customers are informed in the event of a fault and do not burden the hotline.
Administration
User Administration
The user administration of the service dashboard can be used to create and manage employee profiles and assign roles and rights.
The user administration of the service dashboard can be used to create and manage employee profiles and assign roles and rights.
Service Dashboard at a glance
Benefits
- Targeted and fast problem solving through transparent app processes
- Detailed statistics and evaluations in real time
- Fast turnaround and reduction of telephone time (AHT)
- Improvement of the customer experience
- Technical customer service at the cutting edge
Service Dashboard at a glance
Technical benefits
- Cloud-based
- No setup or maintenance necessary
- German servers
- Real-time data and CSV export
- For all common browsers
Fast and targeted troubleshooting.
Service Dashboard in Technical Customer Service
Up to 80 % of the users of the Conntac Self-Service solution help themselves with Internet problems.
Certain technical problems nevertheless require personal contact with the customer service. However, the service hotline is usually too busy, especially in technical customer service. Certain problems require long clarification times. In addition, many customers find it difficult to identify and describe their home network problems due to a lack of technical understanding.
With the self-service dashboard, service employees can keep an eye on all app processes and customer data so that they can provide quick and targeted support in solving technical problems in the home network. The volume and duration of telephone calls to the service hotline are significantly reduced. The key to an outstanding customer experience in technical customer service!
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Optimising Customer Service
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