Digital Selfcare for Troubleshoot

AN EFFICIENT ALTERNATIVE TO CUSTOMER SERVICE

Empower customers to self-troubleshoot and resolve technical issues with Cempresso self-care to improve their customer experience.

Divergent use cases

Customers do not want to call Customer service any more than Businesses do. So give them an alternative: self-troubleshooting and resolution accessible anytime, anywhere.

Engage customers with a self-service solution on any channel they will love to use.

Keep it simple, intuitive, with clear guided steps leading them from diagnostics to a successful resolution, and for sure, they will continue to use it.

Finally, by empowering customers with enhanced self-service tools and deflecting calls from live agents in Customer Service, businesses get more benefits. To begin with, live agents can focus on more complex issues and consequently increase the resolution rate for complicated customer issues that usually get lost in quantity. At the same time, operational expenses are reduced, customers are happier, and customer experience is sky-rocketing.

Complex processes adapted for average users but with maximum efficiency.

Troubleshoot might be complicated and hard to understand.

However,  we designed the Cempresso Platform to demystify troubleshooting process complexity.

Cempresso uses simplified workflow management designed to fit an average customer to guide the customer from “I have an issue” to “All of my services are up and working properly”. This way Cempresso becomes a one-stop-shop solution for all customer care needs, including automated troubleshooting of common home network challenges like password resets, step-by-step guide to connecting devices, speed tests, and simple diagnostics for field service applications.

Finally, enabling solutions to every problem anywhere (use the web, Facebook, Viber, SMS, chat-bot, etc.) and anytime, will, for sure, enhance your Customer Experience.

Have in mind, customers don’t want to wait in a queue to reach an agent, empowering them through self-service, and engaging them to solve simple issues, will make Customer service calls a last resort choice.

Never again worrying about loosing troubleshoot data due to multiple tools

Cempresso Platform enables omnichannel implementation with the same root system behind it.

The customer starts and attempts to solve an issue on his own and in case he fails, the ticket will be transferred to Customer Service.
Simple as that, all data will be available in the session for the Customer Service Representative to follow up.

Choose Cempresso and forget:

  • losing time and effort to maintain multiple tools on various touchpoints
  • asking the customer “Can you please repeat what issue you are experiencing?”
  • hearing “I have been waiting for an agent for more than 15 minutes!!”
  • having stressed-out agents because of high call volumes that can be solved in “two clicks”

Digital Self-care benefits:

  • Responsive design fitting any screen size – desktop, mobile, tablets

  • Easy customization – customize look and feel to align to brand

  • Design once through low code web based design studio and deploy to any channel

  • Comprehensive, consistent and intuitive UIs across multiple channels: web, mobile apps, SMS, social networks messengers, chat-bot, etc.

  • Empower customers with issue resolution and diagnostic control, reducing the burden on customer care and network operations

  • Empower field service technicians with applications to validate repair while on-site

  • Fully integrated in end-to-end process workflow, enabling seamless interaction with multiple IT/network infrastructure elements

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