Customer Care

Customer Care

Mariner xVu Customer Care Product PortfolioCustomer Care at Tier 1

Mariner XpertVu@care

Tier 1 customer service teams face a wide variety of call types – from billing and programming to out of service calls for a wide variety of product offerings. The amount of information, systems and investigation required to properly help the customer is daunting.

If the call involves video service problems, most agents are not trained to do any diagnostics. The answer for Tier 1 customer care, therefore, is automation.

Mariner XpertVu@care™ provides immediate, automatic diagnosis of several key issues that impact the customers’ service quality of experience (QoE).  XpertVu@care uses ‘signatures’ Mariner has developed based on over a decade of experience, insight and feedback as the market leader in IP service monitoring.

XpertVu@care is built to incorporate this information into existing systems, call flow tools and business processes. Building the XpertVu@care signatures as a web service call allows Mariner to work with diverse and often unique customer needs.  It is not necessary to have a standalone user interface for XpertVu@care.

Increase

First Call Resolution (FCR) Customer Satisfaction (CSAT) Net Promoter Score (NPS)

Decrease

Speculative Truck Rolls ‘No Fault Found’ STB Swaps, Average Handle Time (AHT)

Let XpertVu@care perform automated guidance to your Tier 1 agents today and see how we can combine increased customer satisfaction and decreased operational expense.

XpertVu@care is Tailored for the Modern Operator

Customer Care at Tier 2

Mariner SupportVu

Mariner SupportVu™ – Empower Your Tier 2 Customer Service

Customer service and support teams often face a lack of objective, fact-based information on the in-home experience. Being able to isolate a problem is an important part of the troubleshooting process and a crucial part of ensuring customer issues are resolved as quickly and efficiently as possible.

Mariner SupportVu™ provides your Tier 2 agents with a powerful toolset to investigate, isolate and address advanced issues that do not lend themselves easily to automation.

Benefits

See what your customer sees. With dashboards designed to give a subscriber’s view of the service, your team can assess the customer experience in real time, without the need for your customer to describe it.

View performance history. Armed with both real time and recent history views, easily investigate intermittent, tough-to-find problems with the click of a button.

Key Features

Improve your competitive edge and profitability while providing top-notch customer service and quality of experience for your customers!

Proactive Service Assurance – Get proactive with subscriber customer service – increase loyalty and net promoter score.

Reduce unnecessary, speculative truck rolls – When a truck roll is required, equip the field technician with the data to fix the problem first time. (See Mariner FieldVu™)

Identify Transient Troubles – Inside and outside the home, intermittent, frustrating issues that drive repeat trouble calls and customer annoyance are now easy to spot. See the health of the devices in the home relative to the neighbourhood and deployment – highlighting patterns and events that are correlated through time.

supportvu

Technical Specs

Improve your competitive edge and profitability while providing top-notch customer service and quality of experience for your customers!

Proactive Service Assurance: Get proactive with subscriber customer service – increase loyalty and net promoter score.

Enable Smart Truck Rolls

  • Isolate the source of the trouble quickly and easily, often with the customer on the phone.
  • Reduce unnecessary, speculative truck rolls.
  • When a truck roll is required, equip the field technician with the data to fix the problem first time. (See Mariner FieldVu™)

Eliminate Blind Reboots

  • A lengthy STB reboot to clear a problem should be a last resort measure during a help desk call, but they are all too common. With enhanced diagnostics and features like reboot history, Mariner SupportVu™ gives you insight into the real problem, and tells you if the box was already recently rebooted.

Reduce Speculative STB Swaps

  • Over 80% of STBs that are swapped out prove OK in the refurbishment process. Mariner SupportVu™ allows you to identify when the STB is the real source of the trouble.

Identify Transient Troubles

  • Mariner SupportVu™ gives you a deeper understanding of performance inside and outside the home and the tools to find those intermittent, frustrating issues that drive repeat trouble calls and customer annoyance. See the health of the devices in the home relative to the neighbourhood and deployment – highlighting patterns and events that are correlated through time.

Shorten or Even Eliminate Customer Calls

  • Mariner xVu™’s unique service oriented approach to service management can alert the Help Desk to widespread network, access or outside plant problems, allowing you to quickly inform impacted subscribers when they call or even divert calls to IVR outage recordings.