Motive Broadband Services Care Solution – Benefits

• Automated troubleshooting and guided problem resolution
  • Lower customer care costs via call avoidance resulting from user self-service
  • Advanced self-service proactively detects and resolve connectivity issues for consumers
  • Help consumer diagnose and resolve non-connectivity issues, such as email or slow browsing with web-based self-service
• Handle compound problems with multiple root causes
  • Automatically gather and provide help desk agents with service data, or telemetry, from multiple sources to provide a complete end-to-end representation of a service as it exists in the subscriber’s environment
  • Eliminate subscribers need to search through problem descriptions and select from a list of support articles
  • Present consumers with only relevant choices, such as “fix” or “do not fix,” rather than making the subscriber guess which path will work
• Enhance call center productivity and improve customer satisfaction
  • Reduce call average handle time and reduce technician site visit through robust assisted support capabilities
  • Help CSRs quickly pinpoint the cause of subscriber problems and provide the most effective resolution
  • Real-time web chat makes it easier for consumers to interact with help desk professionals
  • Remote control provides help desk with fully interactive control over home PCs and laptops