Digital Home Experience Solution for Customer Care

Complex home WiFi networks with numerous internet devices are presenting new challenges for customer service representatives (CSRs) who need to resolve technical issues for residential broadband customers. With more than 80% of technical issues happening in the home network, the pressure is on to improve the home user experience while squeezing operational costs by:

  • reducing the burden on customer care
  • minimizing escalations to network and field engineering
  • alleviating the need for frequent truck rolls to solve common technical issues

An integral part of the Digital Home Experience Solution, Smart CSR gives customer service representatives guided troubleshooting flows to automate issue resolution and improve successful first-call resolution rates.

Find out how the Incognito Digital Home Experience Solution is transforming customer care by accessing the SlideShare on the Smart CSR Journey. This short presentation shows how an optimized call center leveraging automation and guided automated troubleshooting flows can reduce the costs of customer care while delivering an improved home user experience.