CIQUAL SOLUTIONS
REAL-TIME CUSTOMER SERVICE
For rapid diagnosis and resolution of many of the issues Mobile Broadband
customers are
facing,
Ciqual provides Customer Service Representatives
with real-time and historical information
of the Mobile Broadband sessions
of its customers.
Immediate on-screen visibility of performance measurements means
Representatives can
quickly build trust and reduce customer
frustration through an accurate knowledge of the
service
performance each customer has experienced.
- Ciqual Solutions measure the actual per-session experience
of
each Mobile Broadband user and reports the user experience
and service performance in real time.
- The most important and frequent performance and
experience issues are identified, including slow
throughput, service dropouts, connected but
cannot browse, No Connection and
Coverage problems.
- Trouble tickets containing
user information
are auto- matically generated
to accelerate fix.
EFFECTIVE
SELF-CARE
With so many
Mobile Broadband
issues related to initial
installation and setup problems,
Ciqual's Self-Care solution offers
immediate assistance whether there's
an internet connection present or not
Plus, once the customer is connected to the
Mobile Internet, it offers on-going support by
diagnosing configuration, component and
performance issues.
REALISTIC CUSTOMER EXPERIENCE
STUDIES
Understanding the experience users
receive
from their Mobile Broadband
services is vital to realizing the potential
for new revenues, differentiating your
service, and increasing customer
satisfaction.
Ciqual’s cost-effective solution captures
the subjective feedback of actual
customers and compares this with
how your customers are using your
service, their location, their usage rate,
and the time they are most active.
This enables you to measure and
improve the service quality and actual
customer experience
of your Mobile
Broadband users.