A person scanning a modem

On Device Support for Broadband Operators

Customer support plays a crucial role in the telecom industry, influencing customer satisfaction, retention and the overall customer journey. With evolving technology and rising consumer expectations, traditional customer service methods can no longer meet the demands of modern users. Openscreen is collaborating with telecom businesses to revolutionize customer support through QR Code activated support on gateway devices. This innovative solution provides end customers with a digital mechanism to complete self-installation and troubleshooting while ensuring the entire experience is contextual to the specific device that the individual is scanning.

The Evolution of Customer Support in Telecom

The telecom industry has seen significant advancements over the years, but customer support often lags behind. Lengthy wait times, complex IVR systems, and ineffective solutions plague many customer service models – along with outdated websites with lengthy text passages and older imagery. In today’s fast-paced world, customers expect quick and straightforward answers to their issues as well as contextualized answers based on their support challenges.

Introducing Point of Interaction, Device Centric Support

Openscreen’s collaboration with telecom companies showcases how digital support can be offered when it’s needed most, at the specific point of interaction. This innovation allows customers to access device-specific support resources directly from their gateways simply by scanning a QR Code placed on the device. This approach is transforming how telecom companies like Novus Entertainment Inc., and Xplore Inc., interact with their customers, making support more accessible and efficient. Both businesses have been able to get live within 60 days and have seen very positive results.

Enhancing Customer Self-Installation

One of the most significant benefits of device specific support is its impact on customer self-installation. Traditionally, setting up new devices or services involves complicated manuals and historically has sometimes even required professional assistance. Enterprises can take advantage of Openscreen’s platform to create, edit, and manage curated mobile-first microsites at scale with powerful analytics. The end result is a more contextual digitally enabled customer experience, with features such as:

Simplified Instructions:

Scanning the QR Code provides users with easy-to-follow step-by-step guides, eliminating the need for bulky and confusing manuals. This also saves on paper costs because the information that once lived on millions of paper sheets can live digitally behind the QR Code

Instant Access:

Customers can access setup instructions & curated troubleshooting resources immediately with a simple QR Code scan, reducing frustration and saving time.

Step by Step Interactive Support

QR Codes can link to interactive content that guides users through the installation process, ensuring a smoother experience. Openscreen’s step by step support methodology allows businesses to understand where their users are in the customer journey, which leads to continuous microsite updates & refinements.

Streamlining Troubleshooting

Troubleshooting technical issues can be a daunting task for customers. QR Code activated support streamlines this process by providing:

Direct Links to Solutions:

Scanning the QR Code takes customers directly to relevant troubleshooting flows and device FAQ’s, which allows them to solve their problem more quickly and easily.

Contextual Assistance:

QR Codes can direct customers to specific resources based on their device and issue, providing targeted and effective support and ensuring customer care managers understand the exact customer issues that can be addressed.

Immediate Help When Needed

Despite the best self-installation and troubleshooting tools, some issues still require professional assistance. QR Code activated support ensures immediate help is always available:

Links to Live Chat and Immediate Support with Context

Customers can easily access live chats with support agents directly from their devices, receiving real-time assistance.

Seamless Escalation & Integrations:

If an issue cannot be resolved through self-help, forms can be set-up in the Openscreen platform to capture user information, notify the responsible entities via SMS and/or email and pass along this information to system that needs it.

The Future of Customer Support in Telecom

The success Novus and Xplore highlight the potential of QR Code activated support to transform customer service in the telecom industry. As more companies adopt this technology, the following benefits are realized:

By providing customers with the tools they need to resolve issues independently, telecom companies can digitally empower users and modernize the customer experience.

Conclusion

Openscreen Engage’s Point of Interaction support is revolutionizing customer service in the telecom industry. By enhancing customer self-installation, streamlining troubleshooting, and providing contextual help at the point of interaction, this innovative solution addresses the challenges faced by traditional support models. The success of Novus and Xplore demonstrate the significant benefits of this technology, paving the way for its wider adoption across the industry.

Telecom businesses looking to improve their customer support should consider integrating product centric digital support into their strategies. By doing so, they can enhance customer satisfaction, reduce support costs, and stay ahead in a competitive market. To learn more about how Openscreen can help augment your support processes, contact us at sales@openscreen.com.