INSIGHTS

INNOVATION IN NETWORK INTELLIGENCE WWW.POLYSTAR.COM

CARE CUSTOMER

UNDERSTAND CUSTOMER ISSUES AND SOLVE THEM FASTERHOW TO REALLY HELP YOUR CUSTOMERS

CUSTOMER CARE INSIGHTS

Clear data regarding problem type, location and importance

are presented to users.Rich information is provided by the Customer Care

Insights Portal to allow first-line agents to more clearly understand problems. This is classified, so

that agents can understand the nature and location of issues. This allows them to solve more problems,

increasing First Call Resolution, reducing escalations. They can make faster decisions and enhance KPIs,

leading to greater customer satisfaction.

How to help first-line agents solve more issues

and reduce escalationEscalating problems from front-line agents costs

money and consumes resources. They need the right information to enable them to solve problems without

additional help.

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Optimised graphs and dash-boards put everything within

reach, without complexity.Polystar’s Customer Care Insights Portal is

designed to present information regarding common issues in the simplest manner. Customisation allows the most efficient way to deliver data to be identified,

enhancing the user experience. Rapid insights are obtained from comprehensive overviews so that

agents can solve problems faster and more easily, promoting job satisfaction.

How to focus on the subscriberComplex tools distract agents and impact their

ability to offer consistent service to customers. They need to focus on helping the customer, not grappling

with complex solutions.

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Consistent and reliable information is available to all

levels of customer care.The Customer Care Insights Portal ensures that

the same information is available to all agents, from first-line to higher levels. It can easily be handed over,

which means that all relevant details are available in a single place for ease of access, accelerating resolution. The user interface can be customised to suit each level but consistency is maintained,

reducing the time to correct issues.

How to ensure a consistent transfer of information

when escalating problemsWhen problems are escalated from front-line staff to the next levels, it’s essential to ensure that all

personnel can review the same information and there is a smooth transfer of data.

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Customer Care Insights Portal helps guide agents to the

solution faster.Polystar’s Customer Care Insights Portal presents objective facts on what customers have been doing and the quality they have received from the network.

The information means they can more quickly identify, validate and understand the customer’s issue

and then find the cause so that the problem can be resolved faster. The information can also be exported

to an existing system.

How to validate customer complaints

Customers don’t know all the facts and they may provide a subjective description of the problem,

slowing down troubleshooting and increasing their frustration.

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POLYSTAR’S CUSTOMER CARE INSIGHTS SOLUTION ENABLES CSPs

TO OFFER BETTER, FASTER CUSTOMER SERVICE, RESOLVING MORE PROBLEMS

FASTER. IT PROVIDES A BETTER USER EXPERIENCE FOR ALL LEVELS

OF STAFF AND HELPS ENABLE GREATER CUSTOMER SATISFACTION.

BY ELIMINATING MORE PROBLEMS ON THE FIRST CALL, IT SAVES

EXPENSIVE RESOURCES, REDUCES THE TIME SPENT ON EACH CALL

AND ALLOWS MORE CUSTOMERS TO BE HELPED.

Standalone or fully integratedThe solution offers interfaces and export capabilities, which means that it can easily be integrated with other systems to deliver a 360° view of customers and their services. As a standalone package, the Customer Care Insights Portal can also be adapted to the needs of specific users and different levels of care agent.

Adaptable and flexibleMany teams have unique requirements, which can change through time. That’s why Polystar has made it easy to modify the solution: adapting portal views, adding measures and dimensions, adding integration to different systems, and changing workflows. The Customer Care Insights Portal includes tools that allow you to make changes yourself. Alternatively, our experts can tune and optimise the solution to your needs.

Deliver better customer serviceDelivering better customer service is a crucial element of the overall subscriber experience. It’s a key moment of truth for Communication Service Providers (CSPs) and is essential for building strong customer relationships and loyalty. Customers want to be helped quickly and with the minimum of fuss, without being passed between different agents. CSPs need to equip customer care teams with the resources to achieve this and to deliver an outstanding experience.

Increase first call resolutionPolystar’s Customer Care Insights Portal provides the information customer care agents and support teams need to help customers quickly and efficiently. Agents can quickly identify the issue affecting the customer, review network conditions, or the services used. As a result, more issues can be solved during the first call, which reduces the frequency of escalations to more expensive second-line support, saving time and money.

Drill-down to root causesHigher level agents can use a common platform to support drill-down to perform root-cause analysis, which provides greater consistency and ease of use. It avoids the cost and need to run parallel systems and allows more efficient work flows to be adopted. By capturing all required information in a single place, problems can be solved faster and more efficiently.

ENABLE YOUR CUSTOMER CARE AGENTS TO SUPPORT CUSTOMERS QUICKLY AND EASILY, BOOSTING PERFORMANCE

Polystar enables Communications Service Providers to achieve excellence in CEM, Big Data Analytics, Service Assurance, Network Monitoring and High Performance Testing. We help CSPs to simplify their CEM strategies and drive operational efficiency through real-time network analytics. Polystar’s real-time Network, Service and Customer analytics uncover a goldmine of data, which yields indispensible analytics to CSPs.

Polystar is recognised as one of the fastest-growing companies in Sweden.

Since Polystar’s foundation in Stockholm in 1983, we have experienced continuous and sustainable growth, and evolved to a global presence, serving our customers in over 50 countries.

Get in touch:

marketing@polystar.com www.polystar.com

INNOVATION IN NETWORK INTELLIGENCE WWW.POLYSTAR.COM