For network operators, the majority of customers would prefer a self-served, digital route to customer service. Metricell can help with your digital customer experience.
Metricell’s Service Checker API integrates seamlessly into a network operators existing digital customer service channels and is proven to enhance KPIs such as Network Customer Satisfaction and reduce a customer's Propensity To Call.
Service Checker 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.
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 for mobile and fixed networks, whether via live service checkers on an existing website or intuitive service software for contact centre personnel.
Improve your customer’s experience with service in a way that delivers fast, demonstrable improvements.
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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.
“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.
"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