AUTOMATED CUSTOMER SERVICE & BEST PRACTICES NOTES

Customer care automation
Our customer care automation solution allows you to improve customer service, reduce churn and cut operational costs. It maximizes the efficiency of customer care processes.

How can customer care automation help?
As product and service lines grow it can become more expensive to maintain the same level of customer service in call centers and stores. Our customer care automation solution can:

  • give front line staff the information they need to solve customer problems at the first point of contact
  • give immediately relevant information in the local language and in an easily-absorbed manner
  • provide real-time customer data about subscription, service quality, service failures and usage, billing, balance, handset, device, the problem in question and any related advice
  • allow efficient sharing of data across your customer care and operations organizations
  • automate device management functions and provide self-care and proactive care options to reduce call center workload

Customer service benefits of customer care automation

  • faults can be identified and corrected even before a customer calls
  • improved first call fix ratio
  • fewer calls need to be escalated to second-tier customer care and operations
  • agents can start using the solution immediately thanks to an easy-to-use GUI and advice in plain language with multilingual support

Learning objectives

  • Service and explain how technology can be used as a differentiating factor.
  • List activities and „best practices‟ that leading-edge service providers use to create industry trends
  • shorter ticket handling time in customer care technical support and operations
  • self-care options help to decrease the volume of calls received by call center

Operational benefits of customer care automation

  • dramatic reduction in time spent solving complaints forwarded from call centers
  • fewer tickets forwarded from call centers
  • operations can focus on their core activity – operating the network

Marketing benefits of customer care automation

  • higher customer satisfaction, leading to reduced churn
  • quick, efficient support for new services

Management benefits of customer care automation

  • reduced churn
  • increased customer focus
  • greater efficiency

Best practices
Nokia Siemens Networks’ combination of the right expertise, capabilities and experience ensures real business success.

  • multivendor, multi-technology solutions
  • end-to-end support from business consultation to integration and deployment services
  • proven telecommunication and systems integration expertise in both mobile and fixed networks

“The customer care support solution has been adopted very quickly on the front line (call center. From day one, it has worked without any problems. The customer care support solution has been adopted very quickly on the front line (call center and shops). From day one, it has worked without any problems. No specific in-depth technical knowledge is required on the front line and communication with each customer is consistent and accurate. Nokia Siemens Networks’ project team was flexible with our requirements and delivered precisely the solution that was needed.” Quotes from a Western European operator specific in-depth technical knowledge is required on the front line and communication with each customer is consistent and accurate. Nokia Siemens Networks’ project team was flexible with our requirements and delivered precisely the solution that was needed.” Quotes from an Western European operator

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