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SNAPin SelfService Care intercepts calls made by users to customer support, solving as many as 3 out of 4 customer problems right on the device without requiring any access to a live agent. After the call is intercepted, SelfService plays an audio greeting and presents the user with personalized tools to resolve most support issues on the device. Additionally, operators can segment the subscriber base and present different tools to groups such as youth, high-value, and enterprise subscribers.
SNAPin SelfService Care also automatically diagnoses and repairs critical device and network settings even before the subscriber notices that a problem exists. For example, settings required for roaming, messaging, or data networking, and even those associated with media or enterprise applications can all be automatically repaired. SelfService Care also enables real-time remote troubleshooting over-the-air (OTA).
SelfService Care Benefits:
- Intercepts and resolves most support calls right on the handset.
- Automatically diagnoses and repairs problems before they are reported by the subscriber.
- Resolution and diagnostic reporting provides detailed metrics for all support issues to the operator.
- OTA remote troubleshooting allows care representatives to solve the most difficult problems in real-time.
- Route any unresolved calls directly to the responsible support team.
- Portable application suport for all handsets lowers development and overall ownership costs.
SelfService Care is a powerful, cost-effective alternative to the IVR or Web self-service. SelfService Care intercepts customer care calls by diagnosing problems and offering a solution, all without the involvement and cost of a live care agent - saving millions every month, and a user experience that is easier and more convenient than any other method of providing customer support.
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