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Technologies that open up new roads -
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Open Web API is finished -
Apps and extension are created
Substantial amount of issues will not require involvement of the service provider since the end user can investigate numerous issues on their own (and in some cases fix them on their own)
We can develop step-by-step guides for diagnostics and resolutions. At each step of the process, the program will analyze the current status of the system and suggest next steps. Also we can incorporate custom algorithms provided by your customer support service in our fix-it-yourself instructions. If a customer cannot solve the issue using self-guide, they can follow up with customer support via chat or a call, or email their issue to the operator. When forwarding the issue to the service provider, the full context will be preserved, including the log history and steps performed by the customer to fix the issue. This model will lead to significant savings in the call-centers.
If a customer cannot solve the issue using self-guide, they can follow up with customer support via chat or a call, or email their issue to the operator. When forwarding the issue to the service provider, the full context will be preserved, including the log history and steps performed by the customer to fix the issue. This model will lead to significant savings in the call-centers.
Obtaining statistics on TV channel views will allow to optimize the channel package and not pay for unnecessary
Less-skilled personnel can be appointed to configuring or changing a receiver, changing the LNB in case of easily accessible antenna, checking connections, or cable wiring.
The operator will receive information about issues even before the customer reports issues. If a call is made from a smartphone that has the app installed, or the phone number is linked to a record in the customers database, the call can be immediately forwarded to a specialized department instead of to the common support line. This will bring down the length of the support calls, and dramatically improve the user experience and customer service.
If a problem occurred with the LNB or antenna configuration — the customer can take a photo of the issue and attached to the report. That way, operator will determine the level of effort and the cost of the work.
Operator will have context about the problem and the type of issue prior to the technician’s visit. Therefore, technicians will not be able to inflate the cost of work they perform.
Because of the upfront diagnostics, only defective or failed devices will be serviced. When it’s clear that the equipment is defective, a new equipment can simply be shipped, to replace the failed one. If you deal with vendors for equipment, that will allow the oversight over their services, and will improve transparency.
For example, it can be implemented that without a good signal, the invoice will not be generated at all. If a customer waives suggested work items, an act can be generated with corresponding clauses stating that the customer is aware of the existing issues and does not object to the provided service.
The service provider will solve more issues for their customers overall and retain more customers.
A database can be maintained for all sub-contractors and third-party service providers, including the details about performed work, their rates, and warranty periods. This feature might especially be useful for providers sub-contracting work to third-party technicians and customer support.
The smartphone app can be enhanced with a bar code reader to be used to scan the equipment as part of installations. In the long run it will provide insights into the quality of equipment from different manufacturers and different shipments.
Timely and professional problem resolution helps to improve service and increase customer loyalty. Satisfied customers tend to stay with the company if they are happy with the service. So, in the long run, we foresee that the transition will happen from less technological operators to more technological ones.
Operator will be able to launch the “Customer Care” program. It will be possible to schedule status report generation on a periodic basis. When service provider sees some regressions in particular systems they can reach out to customers informing them of potential issues, and offer assistance/troubleshooting. It gives an ability to providers to detect issues prior to customers ever noticing them. This option can be also integrated into the receiver software.