Telenet, a telecom operator based in Mechelen, is introducing a new tool called ‘Check & Smile’ to improve customer satisfaction after a year of complaints. The company faced challenges due to the installation of a new IT system that led to issues such as customers losing phone and internet connections, as well as impacting customer service.
The Telecom Ombudsman Service reported a significant increase of 188 percent in complaints about Telenet last year. To address these issues, the company has developed Check & Smile, a customer service 2.0 tool that offers guidance on various topics like modem issues, network connection speed and security, or choosing the right subscription plan.
Check & Smile not only provides suggestions and customized solutions but also prompts the company to reach out to customers who are struggling with network-related problems. In cases where self-help is not enough, Telenet will dispatch a technician to address the issue. The tool is designed to provide faster and more personalized assistance to customers through an easy-to-use app.
+ There are no comments
Add yours