Service Dashboard

Optimise processes in technical customer support

Conntac’s Service Dashboard gives service agents and managers full control over customers’ in-app operations in the Self-Service App.

Request a Demo

    Everything at a glance

    The Conntac Dashboard

    All processes and problems from the Conntac Self-Service App are processed and available in real time. In addition, fault messages can be created. With the help of these insights, it is possible to react specifically to the needs of the customers and to improve the customer experience in the long term.

    Icon – Padlock

    SERVICE OPERATIONS

    Icon – Serial number

    Fault Report

    Icon – Barcode

    User management

    Icon – QR-Code

    Statistics

    Dashboard screen with user operations.

    Targeted troubleshooting

    SERVICE OPERATIONS

    Dashboard screen with user operations.

    The self-service dashboard provides your employees with a clear and detailed insight into the situation of your customers. The agents can use the unique incident number in the app to view the troubleshooting steps already carried out by the customer and thus provide quick and targeted support in solving the technical problem.

    Transparently understand active and resolved processes

    With the process number, service staff can transparently track the app processes anddata of the customers, e.g. self-service processes carried out, customer information, WLAN, router and mobile device information.

    Fast and targeted troubleshooting.

    Due to the transparent overview of all customer information and app processes, service employees can provide quick and targeted support in troubleshooting. Long waiting times and clarification processes in the service hotline are a thing of the past!

    Agent checks real-time data in the dashboard.

    Everything at a glance

    Statistics

    Agent checks real-time data in the dashboard.

    With statistics, managers have an overview of all processes and KPIs from the Conntac Self-Service App. With the statistical findings, service managers can make their customer service future-proof and competitive.

    Evaluate service operations statistically

    Service managers receive statistical reports of all in-app activities in the KPI Dashboard. How often were self-service actions carried out and how often was the service contacted? Which feature was used most frequently and what were the main causes of problems within the independent troubleshooting?

    Future-proof and competitive customer service

    With statistics, service managers can improve their customer service even more. Past and current insights can help internet service providers stay one step ahead in the future!

    Agent checks real-time data in the dashboard.
    Create a new incident report in the dashboard.

    Manage Fault Reports

    Fault Management

    Create a new incident report in the dashboard.

    With the Fault Management feature, internal or external faults can be communicated directly to customers in a quick and uncomplicated manner. Whether they occur with a specific router, a specific smartphone or are location-specific by area code or postcode. Resolved faults are displayed to users using the reminder feature via push notification. In the problem-solving process, these are taken into account accordingly, so that customers are informed in the event of a fault and do not burden the hotline.

    Create and activate fault reports

    Via the fault management, customers can be informed about faults and breakdowns that affect the home network. To do this, create the title, the message and the affected fault area, e.g. postcode or router IDs and switch the fault message live.

    Resolve fault reports

    If the fault clearance is successful, service employees deactivate the associated fault report. Customers are then informed of the cancellation of the fault via the reminder feature via push notification.

    Agent checks user data in the dashboard.

    Administration

    User Administration

    Agent checks user data in the dashboard.

    The user administration of the service dashboard can be used to create and manage employee profiles and assign roles and rights.

    Via the user administration, a profile can be created, managed and removed for all responsible service employees.

    Administrative user settings

    Via the user administration, a profile can be created, managed and removed for all responsible service employees.

    Assign rights and roles

    Rights and roles can be assigned to service employees in the user administration. Who is allowed to create a fault report? Who is responsible for handling service requests? This ensures that individual Dashboard features can only be used by authorised employees.

    Agent checks user data in the dashboard.
    Telecommunications header - Man on the phone with service employee.

    Service Dashboard at a glance

    Benefits

    • Targeted and fast problem solving through transparent app processes
    • Detailed statistics and evaluations in real time
    • Fast turnaround and reduction of telephone time (AHT)
    • Improvement of the customer experience
    • Technical customer service at the cutting edge

    Service Dashboard at a glance

    Technical benefits

    Icon cloud

    Cloud-based

    Icon of a gear

    No setup or maintenance necessary

    Icon – Barcode

    German servers

    Icon – QR-Code

    Real-time data and CSV export

    Icon – QR-Code

    For all common browsers

    Service employee with headset is in a call.

    Fast and targeted troubleshooting.

    Service Dashboard in Technical Customer Service

    Up to 80 % of the users of the Conntac Self-Service solution help themselves with Internet problems.

    Certain technical problems nevertheless require personal contact with the customer service. However, the service hotline is usually too busy, especially in technical customer service. Certain problems require long clarification times. In addition, many customers find it difficult to identify and describe their home network problems due to a lack of technical understanding.

    With the self-service dashboard, service employees can keep an eye on all app processes and customer data so that they can provide quick and targeted support in solving technical problems in the home network. The volume and duration of telephone calls to the service hotline are significantly reduced. The key to an outstanding customer experience in technical customer service!

    Whitepaper magazine with the title automated customer service
    yellow arrow to the whitepaper on the left side

    Whitepaper

    CHECKLIST – IS YOUR COMPANY READY FOR SELF-SERVICE?

    Stay informed about the latest industry insights – read our new whitepaper now.

    Read Whitepaper
    Whitepaper magazine with the title automated customer service

    Whitepaper

    CHECKLIST – IS YOUR COMPANY READY FOR SELF-SERVICE?

    Stay informed about the latest industry insights – read our new whitepaper now.

    Read Whitepaper
    Request Live Demo