EMPOWER YOUR CUSTOMERS WITH EFFECTIVE BROADBAND INTERNET SUPPORT

IMPROVE CUSTOMER EXPERIENCE & REDUCE COST WITH QELPCARE 

Deflect 320,000 support calls in the first year alone

Read our white paper on cost reduction and understand the ROI of online selfservice support for fixed broadband internet.

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IMPROVE EXPERIENCE & REDUCE COST WITH QELPCARE

Reduce cost - Fewer calls to the call center

Online selfservice has become customers’ first point of contact with customer support. However, over 60% of customers still call the contact center after searching for help online.

QelpCare for fixed broadband internet:
• Helps customers to solve up to 85% of their internet issues
• Saves costs by deflecting support calls and reducing unnecessary technician visits
• Serves as a knowledge base for agents and helps them to reduce Average Handling Time (AHT)
• Drives site traffic through SEO and ensures higher adoption of your online support platform and tools

Optimize customer experience on any device

Fixing internet issues with PDFs and FAQs requires time and effort from your customers.

QelpCare simplifies the answer to any broadband internet problem.
• The application identifies connection issues with just a few clicks
• Minimal effort is needed from the customer
• QelpCare delivers a customized solution for each customer’s specific issue
• Clear instructions and supporting visuals guide the customer every step of the way

Making it easy for your customers to solve their internet issues improves their satisfaction (NPS) and strengthens loyalty.

Leverage the smartphone as a troubleshooter

When the home internet doesn’t work, customers turn to their smartphones for help.
However, not all support content is created with mobile use in mind.

QelpCare for fixed broadband internet:
• Optimizes customers’ support journey on any device
• Provides support content with a mobile-first design, optimized for any screen size
• Leverages the smartphone as a troubleshooter
• Delivers detailed insights through analytics and extracts learnings from the data

Watch now: Help customers fix connection issues using only their smartphone

SEAMLESS INTEGRATION WITH ANY MYOPERATOR APP

One-click fix in 85% of cases

The SmartTroubleshooter app integrates seamlessly with any MyOperator app, simply extending the functionalities of the app that your customers are already using.

When customers experience a connectivity or performance issue, the SmartTroubleshooter:
• Runs automated checks to detect issues such as connection problems and network outages
• Applies an automated fix once the problem is identified
• Resolves the issue in 85% of cases

The SmartTroubleshooter enables customers to solve their internet issues with a single click in 85% of cases.

Step-by-step tutorials

If the connection issue requires manual interaction (e.g. reconnecting a cable), the SmartTroubleshooter:

• Offers step-by-step tutorials on how to solve the issue manually
• “Senses” when customers need extra help and proactively suggests additional support options

Seamless transition to live support

At any point during the process, the customer can get additional help and connect with your contact center agents via chat, WhatsApp or phone.

When transferred to live support:
• Customers don’t need to start the troubleshooting process from scratch because their progress is recorded
• All information gathered by the customer and the device is instantly visible to the contact center agent