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Telecom—Reduce product returns

38%

reduction in handset
returns through remote diagnostics

50%

reduction in
“no fault found” handset
returns

90%

improvement in call handling with timely, easy access to accurate knowledge

Industry challenges

As telecom products and services become more sophisticated, it is common to have customers complain about their service or phone not working when in fact the problem lies in some simple configuration or setting. Faced with an irate customer, most telecom operators instruct their agents to offer clients the option to replace their device. Customers faced with lengthy calls and agents without sufficient tools reach for the product replacement option too quickly.

Unfortunately for the customer, a replacement device may still not work if the problem was in the account or service configuration. The challenge for the provider is that unnecessary returns can be highly expensive, especially those in the “No Fault Found” category.


eGain solution

eGain Guided Help enables you to capture best-practice diagnostics into an effective front line system for the call center or retail store and deliver very significant results.


Read more on how to reduce supply chain costs

Support complex diagnostic processes  |  Reduce field service visits