ServiceOcean complements Conntac's self-service offering

ServiceOcean and Conntac enter into partnership.

• Cooperation rethinks problem-solving expertise in customer service
• Conntac self-service app integrates software for intelligent appointment call-back management from ServiceOcean

Augsburg, 21 October 2020 - If there is one thing that unites the two companies ServiceOcean and Conntac, it is the constant optimisation of customer service as an integral part of the company philosophy. So it makes sense to launch a partnership with the aim of creating a holistic customer experience. The Conntac Self-Service App provides self-help in solving technical problems with the Internet connection. But what happens if the customer is unable to resolve the problem independently? This is where the ServiceOcean software comes into play with its intelligent appointment call-back management. Together, the product partners stand for solution-orientated customer service - self-determined and without any waiting times.

Self-Service App for Internet customers, powered by Conntac

Conntac offers a self-service solution in the form of an app for customers of internet providers. This solution enables customers to solve problems with their internet connection quickly and independently, without having to contact customer service and thus accept any waiting times. Customers solve problems themselves thanks to intuitive and interactive instructions, and if the problem is still not resolved, the customer is shown the number of the service hotline. Until now, this step was usually associated with waiting times on the hotline, which is frustrating and, in the worst case, has a negative impact on the conversation with call centre agents.

The solution: Conntac integrates ServiceOcean software

Thanks to the integration of the ServiceOcean software, customers are now prioritised: With the intelligent appointment callback management, they can book a callback at their preferred time. The intelligent software connects employees and customers to the minute and based on capacity utilisation. In addition, the agent is informed in advance of all the steps the customer has already taken.  The only things left to discuss are those that could not be clarified by the solution – customers and agents reach their destination quickly and in a good mood.