Deutsche Glasfaser relies on self-service solution from Conntac

Conntac, provider of self-service solutions, has been supporting the Deutsche Glasfaser group of companies with technical customer support since the beginning of November 2021. The DG home network app, powered by Conntac, helps end customers with intuitive and individual step-by-step instructions for initial router setup and troubleshooting Internet problems.

“Maximum customer satisfaction is our top priority. That is why we are constantly working on further optimising our customer service, identifying faults even more precisely and proactively informing customers. The new DG home network app plays an important role in this. With it, we are improving in-house service and enabling our customers to independently identify and solve technical problems — 24/7,” says Reinhard Haupt, Consumer Product Manager at the Deutsche Glasfaser Group.

Initial setup & problem-solving with the self-service app

Deutsche Glasfaser customers have been able to download the app free of charge from popular app stores since the beginning of November 2021. In addition to the customer portal On the one hand, does it offer support with Initial router setup. It doesn't matter whether they are products from Deutsche Glasfaser's rapidly growing router portfolio or customer-owned AVM routers. On the other hand, the app is used to troubleshoot the home network. With the help of intelligent network measurements and individual instructions, users are guided step-by-step in resolving them and are thus able to solve numerous issues themselves in a very short time.

Seamless integration into the existing service landscape

The seamless connection of the DG home network app to the service hotline offers Deutsche Glasfaser customers a holistic customer experience. If a personal service contact is required, the app generates a process number and offers the option of submitting the request and having it processed by service staff. In this case, the Conntac dashboard automatically displays network measurement information, which helps to speed up the processing process.

In the first six weeks, Deutsche Glasfaser has already received almost 10,000 downloads of the app. “The reviews of the new app are very good — and the response from customer management has also been consistently positive. We are pleased to further improve our customer service with this app and to provide a user-friendly tool that supports our scaling as a digital supplier to the regions,” concludes Reinhard Haupt.