Help resolve customer complaints faster

Delivering superior customer care and service is crucial to the overall subscriber experience. It’s a key moment of truth for CSPs and is essential for building strong customer relationships and loyalty. Customers want to be helped quickly and with the minimum of fuss, without being passed between different agents. CSPs need to equip customer complaints handling teams with the resources to achieve this.

Polystar’s Customer Insights solution provides the information customer complaints handling agents and support teams need to identify and isolate customer problems quickly and efficiently. The information is presented and visualised for every customer in the network, allowing agents to view the services used, as well as a customer experience index for every service.

A drill-down workflow enables problems to be isolated and the identification of actions to solve them. As a result, more issues can be solved during the first call, allowing increasing the number of issues that can be handled and reducing the frequency of escalations to second-line agents, saving time and money. This leads to more satisfied customers and a better experience.