1709
VIEWS
VIEWS
CALL CENTRE: Empower Call Centre Agents With Efficient Online Support Tool For Smartphones
Recent Western Cape Business News
Reduce call resolution time with picture-based guides
The secret to empowering customer care agents, is to give them access to a comprehensive, online device support platform, explains Lars Houbak, CEO of device intelligence specialist, Mobilethink.
Quick and accurate solutions to smartphone problems can be achieved through instant access to:
· Picture-based, interactive step-by-step guides for overcoming the most common problems call centre agents come across, for every device on the network.
· Guides supporting the latest devices and operating systems, so that agents can explore and understand new smartphone features and functionality.
· Guides for installing and troubleshooting popular over-the-top (OTT) apps and services that have the potential to increase traffic on the network.
· Easily-editable guides that encourage agents to add their own findings and advice, respond to special requests, and highlight uncommon issues.
“Based on data collected from our customers, a common question subscribers ask is how to boost their smartphone’s battery life (which, for some devices, can start to decline within six months). Without an effective and highly specialised online support tool, agents can end up wasting a lot of time trawling for information on the Internet, or may even have no clue about how to solve such device-related problems, leaving both customers and agents frustrated and unhappy,” says Houbak.
“This will not only have an impact on your customer care centre’s efficiency, but also on cost. With the torrent of new devices constantly being released, it makes sense to use web-based support tools rather than costly and time-consuming training sessions. We’ve seen first-hand the impact that giving staff access to this level of information has had on our clients’ issue resolution times.”
Redesign your call centre smartphone support solutions
“Giving call centre agents quick and simple access to information on how to support and troubleshoot smartphone issues makes customer support much more effective, lowering the average call-handling time, reducing escalations to second-level support and cutting the number of call-backs required – which all adds up to a healthier bottom line. And it’s good for your brand too. Your customers will be happy when what probably started as a poor experience with your brand, ends as a great one.” says Houbak.
Houbak encourages operators to consider the strategic benefits of investing in a comprehensive online device support tool, showcasing it in stores and embedding it on their web portal – especially when it comes to positioning themselves as the go-to smartphone specialist in their market.
“Africa is a very exciting place for new mobile Internet services and smartphones. The region has its unique challenges with regard to efficient support and troubleshooting services, but with the right device support strategy across all customer touch-points, the opportunities here are endless.”
Business News Sector Tags:
Accommodation
Foreign Exchange
Directory
Fax 2 Email
Finance
Furniture
Online Casino
Restaurant
Shop Online
Study IT Online
Web Design
Weddings
Work from Home
|
||
Company News
|
||