Subtonomy Telecom Technical Customer Support

The total solution for technical customer support

 

Add value with personalized customer experience

Discover the most comprehensive solution for technical customer support that is specifically designed for the telecom industry. Meet today’s challenges and ever increasing demands by providing an outstanding customer service and support with a unified customer-centric view.

Imagine focusing on each individual customer’s satisfaction at every step of their journey.

With the Subtonomy solution in place, MNOs’ customer service and support organization will have the capability to act on large amounts of service data, resulting in delivering extraordinary and personalized support experiences across all channels.

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Many MNOs already have extensive rich customer data that they do not use efficiently in Customer Support. By collecting this date in an aggregated customer-view, the support agent can determine to identify if, and what trouble, the individual customer is experiencing and recommend on how to resolve the potential issues.

Level up your support agent experience

With new challenges like distributed workforces, increased customer expectations for 24/7 availability and connectivity, the role of customer service agents is more important – and more complex – than ever.

ONE connected agent desktop

The changing landscape of customer interactions makes the job of a support agent more complex than ever before.
Empower your agents by giving them a connected desktop and providing them with ONE single tool that includes all needed customer-centric service.

Share network data across to agents and customers

Act on your large amounts of rich service data that is currently not being used in Customer Support. The data is collected in an aggregated customer-view and allows the agents to identify if and what problems the individual customer is experiencing and how they can be resolved.

Self-service dominant mindset

Feed your conversational AI agents, self-service, chatbots, apps and other digital channels with the same accurate, timely and transparent and data your agents receive.
At least 75% of all technical issues can be resolved through non-assisted channels.

Empower your support agents

Real time results in
3 seconds

Real-time and historical results are displayed at a glance, both improving efficiency and valuing your customers’ time.

Text-based
analytics results

Color-coded and clear text messages tell your agent which services are affected, whether there are any live trouble tickets related to the disruption, and how long it will likely take to resolve the issue.

One-click-
troubleshooting

Your agent will be empowered to identify if and what issues the individual customer is experiencing and make recommendations on how to resolve the potential issues.

Omnichannel support
journey

Your agent will have the ability to view the customer’s previous self-care searches in other support channels and the results of third-party speed tests, so the customer doesn’t have to repeat themselves.

Self-service & Automations

Connect on their terms

Customers have their preferred service channels. With Subtonomy APIs you can help them seamlessly, even on-the-go at 3 am. Younger demographics tend to chat, while the youngest groups often look for solutions on Google or YouTube.

Improve self-service to gain an edge and attract loyal younger customers faster. Send support from untrusted sources to your content-driven systems and prevent silent churn. From basic chatbots to advanced conversational AI, chat self-service has evolved to provide richer problem solving and solutions.

Intelligent Self-Service: Meeting Customer DIY Demand

Conversational AI chatbots

Subtonomy’s API integrates seamlessly into your chat or virtual agent solution, enabling efficient, efficient support that resolves customer issues directly within the chat interface.

Interactive Voice Response

Integrate Subtonomy’s API into your IVR for real-time, individual customer analysis. Quickly identify issues and estimate resolution times, reducing calls to the contact center by at least 20%.

Telecoms Mobile App

Proactively inform customers of disruptions or planned network maintenance and meet the expectations of 90% of customers. Continue timely updates until the resolution, as expected by 99% of customers.

Tech support in your pocket.
Open 24/7.

With an accurate, customer-centric 360˚ service overview, you can instantly alert only customers affected by a service anomaly, so you can provide a personalized customer support experience and real-time updates. And with personalized technical support in your customers’ pocket, you are always open to serve.

Do you have any questions about Telecom Technical Customer Support? Our specialists are happy to help.