solvatio CUSTOMER SELF SERVICE
An intuitive tool
Swisscom AG is the major telecommunication provider and one of the leading IT companies in Switzerland. By introducing a customer self-service solution, the company intends to reduce the customer support costs without any compromise on quality. The new customer self-service solution “Quick Check” provides Swisscom customers with easy, visual step-by-step solutions so that they can troubleshoot their problem on their own. The new application also gives customers access to targeted upgrade offers, end device assistants, intelligent triage to Swisscom agents and booking of firm appointments.
POWERFUL TOOL
In the online self-care strategy of Swisscom AG
Now, Swisscom customers can initiative complex diagnoses and solve their issues on their own. In the startup phase following the launch of the new self-service tool, approx. 20% of the customers who wished to contact technical support opted for the online channel (Channel Share).
The new self-service solution is a major component in the implementation of the digitalization strategy of Swisscom AG.
”Our goal to provide the customer with an intuitively useable tool for fault troubleshooting and triage to the call center has thus been fully achieved.”
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