Digital Customer Service

Our digital customer experience tools deliver fast improvements to KPIs and rapidly close a range of common customer queries regarding network experience.

SmartAgents on a laptop

SmartAgents

Our SmartAgents digital customer service tool suite helps to create a powerful managed dialog with subscribers and is proven to deliver rapid improvements to KPIs such as First Call Resolution and Average Waiting Time. The software centralises a range of information designed to rapidly close a range of common customer queries regarding network experience. Agents input the contact's location into the interface and can instantly see the network environment around the caller including 2/3/4/5G coverage, live service, any works/maintenance going on in that area, and also nearby retail stores to which they can direct subscribers.

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Service Checker

Metricell’s Service Checker API integrates seamlessly into a network operators existing digital customer service channels and allows your subscribers to check location-based network status including new or on-going issues. The system utilises robotic process automation to allow subscribers to enter into automated dialogue in relation to resolution times on raised complaints or issues at stored favourite places. This interaction can also be handled by our SmartAssistant chat feature which allows the querying of network status through voice channels such as those offered by Apple and Google.

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Service Checker on a laptop

What we can do for MVNOs

Live insight into network performance is essential for both customers looking for information about their service as well as for contact centre agents tasked with delivering an efficient resolution to inbound queries. Embracing digital channels which prioritise automation and self-service can bring fast value to a range of customer satisfaction and call centre KPIs whether via live service checkers on an MVNO’s website or intuitive service software for contact centre personnel.

You’re in good hands

Improve your customer’s experience with service in a way that delivers fast, demonstrable improvements.
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Case Studies

Malaysian operator Celcom, has utilised our tools and systems to great effect in bringing a new level of digital transformation to their care offering. Using a combination of Metricell’s SmartAgents service software, and a Service Checker self-serve web portal, they are now enjoying a 50% reduction in network complaint escalations.
Celcom case study
“With data integration, transparency and automation at the heart of these initiatives, it’s excellent to be having one point of reference that is simple to use making us more efficient in handling customers that result in customer satisfaction as well as efficiency across our operations.”

- Inbound Contact Centre Operations
Thousands of contact centre professionals at EE use SmartAgents in conjunction with ServiceChecker for revolutionary improvements across crucial contact centre and customer experience metrics including benefits for NPS, Propensity to Call and First Contact Resolution.
EE Case Study
"The Metricell team has worked closely with our team at every step of the way… We congratulate them for their commitment, proactive approach and professional delivery."

- Director of RAN Development