Nova Care is designed for Customer Service and Technical Support departments. It provides on-demand subscriber experience assessments for fast customer complaint analysis. Nova Care provides key metrics which reflect the customer experience of any voice or data service. It enables a quick diagnosis of the experienced problem to either close the ticket or efficiently forward it to the relevant technical team.
Thanks to real-time simplified diagnosis and understandable information, customer service teams can easily identify the impacted services and root cause such as malfunctioning device, low performing network equipment, coverage and equipment or transmission problems. They can thereby establish a dialogue with customers and show an awareness and understanding of their experienced problems.
When issues are detected, agents can identify and visualize the area (cell) where the problem occurred and diagnose if the subscriber is the only one impacted or if it is global to the cell. This is particularly useful to:
Nova Care’s user interface automatically adapts to web browser language and user profile:
Nova Care provides a web API which can be easily customized and integrated in your own Customer Care IT environment.
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