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FEATURED SOLUTION:
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Customer Service Web Portal for
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WE WALK THE TALK.
SUCCESS STORIES.
KEEPING IT REAL.
Customized Web-based portal, troubleshooting tool, and content management tool provide Metro by T-Mobile global contact support centers at multiple sites with 24/7 access to a centralized knowledge base for troubleshooting, resolving, and managing customer support issues.
CLIENT FEEDBACK
Our team just wanted to give you some feedback on the new MetroCare:
- Our agents love the new design.
- We love the fact that everything we need to assist the customers is readily available; much more informative.
- We love the way it allows us to navigate to the other tools.
- The agents also love the glossary and the calendar.
- It’s also great that everything is summarized in categories; it makes it way easier to maneuver and helps a great deal with the customer resolution time and our FCR.
So, we just wanted to say a heartfelt thank you for the new tool and we are already making great use of it… it is just what we needed.
WE LOVE IT!!
The success of MetroCare is all you guys. Thanks so much!
Contact Center GUI & Web Portal Design
The Customer Service Web Portal for Contact Agents that Aesbus designed for Metro by T-Mobile is designed to provide an improved customer service experience by streamlining the agents’ interactions with a large number of systems. By optimizing the call process via better web design and new agent tools, agents are better able to focus on the customer and be more effective with solving issues, resulting in a lower Average Handle Time (AHT) and increased First-Call Resolution (FCR), while achieving a better customer service experience.
The Customer Service Web Portal for Contact Agents and Web-based troubleshooting tool integrate with Metro's customer support processes and technology infrastructure.
With the Customer Service Web Portal for Contact Agents, existing applications are interwoven into the portal’s customizable tile/pinboard design and enabled by tools that empower Metro contact center agents.
The Customer Service Web Portal for Contact Agents and Web-based troubleshooting tool integrate with Metro's customer support processes and technology infrastructure.
With the Customer Service Web Portal for Contact Agents, existing applications are interwoven into the portal’s customizable tile/pinboard design and enabled by tools that empower Metro contact center agents.
Content Management Design for Web Portal
The Customer Service Web Portal for Contact Agents consists of backend administrative, security access, and content management (knowledge base) modules that provide an end-to-end solution. Metro internal users with varying levels of access privileges can be defined and set up for the customer support Web portal. Privileged users can create, categorize, edit and publish content from anywhere and at any time.
Troubleshooting Tool Design
The primary focus of contact centers is customer service—to provide it in a consistent, friendly, and prompt manner. Metro by T-Mobile came to Aesbus for assistance on standardizing contact center agent scripts, answers to common questions, and step-by-step resolutions to customer account, device, and service issues.
Aesbus developed a Web-based, interactive troubleshooting tool to enable Metro contact center agents to reach consistent answers and best possible resolutions to common queries through guided decision-tree paths. Answer-path decision-tree logs capture customer data and can be exported for reporting or for use as training reference information. The troubleshooting tool is easy to use and helps reduce error rates and increase FCR rates.
Aesbus developed a Web-based, interactive troubleshooting tool to enable Metro contact center agents to reach consistent answers and best possible resolutions to common queries through guided decision-tree paths. Answer-path decision-tree logs capture customer data and can be exported for reporting or for use as training reference information. The troubleshooting tool is easy to use and helps reduce error rates and increase FCR rates.
