Knowledge box

Nova Care

Efficient customer complaint handling

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.

 

Nova Care

 

Benefits

  • One single tool for all teams, from L1 to L3/4
  • Improve First Call Resolution (FCR)
  • Reduce escalation rate
  • Reduce Average Handling Time (AHT)
  • Increase customer NPS

Fast issue diagnosis

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.

Nova Care Astellia

Precise problem geolocation

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:

  • Check if the subscriber is experiencing an already known issue
  • Prioritize network operations based on the number of impacted subscribers
Nova Care Astellia

One single tool for all customer support levels

Nova Care’s user interface automatically adapts to web browser language and user profile:

  • Level 1 customer support has direct access to any customer’s profile and is able to measure instantly the overall QoE and the experience per service through high-level KPI dashboards and gauges. This greatly contributes to reduce the Average Handling Time and First Call Resolution rate
  • Level 2-3-4 customer support: the solution allows a deep dive investigation with a direct link to Nova Explorer.

Integration in your IT environment

Nova Care provides a web API which can be easily customized and integrated in your own Customer Care IT environment.

Request a demo

Related resources

Success stories

Astellia helps Zain drive Customer Care service efficiency

Nova Care designed for Customer Service and Technical Support departments, provides subscriber experience overview assessments and fast customer complaint analysis.

#AHT, #Customer care, #FCR Learn more
Videos

Handle Customer Complaints Efficiently

Nova Care designed for Customer Service and Technical Support departments, provides subscriber experience overview assessments and fast customer complaint analysis.

#AHT, #Customer Care, #FCR Learn more

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