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Customer Care Applications

Support omni-channel engagement across the customer care journey

Grow your omnichannel customer engagement

Manage customer care experiences across any channel and environment, including proactive and self-care, assisted, home, mobile, and field care. Nokia’s applications combine our industry-leading Service Management Platform (SMP) for machine learning based troubleshooting with network and device diagnostics and analytics that provide end-to-end visibility to pinpoint and resolve issues across devices, applications, networks, and back-office systems. Together, these capabilities lower customer and agent effort, reduce costs and improve end-user satisfaction regardless of channel or environment.

Simplify your assisted care, self-care, and field support operations with apps that combine service orchestration with service intelligence

Our Care and Support Applications simplify your assisted care, self-care, and field support operations. Combining service orchestration with service intelligence, these applications let you increase first-time fix rates and deliver effortless customer experiences across all touchpoints. This helps you improve customer service, decrease customer turnover, and reduce costs.

Make life simple for customer service representatives (CSRs), customers, and field technicians

Our total omnichannel care capabilities let you make easy-to-use service consoles and applications. These interfaces gather intelligence from many sources, including the network, devices, third-party applications, and back-office systems. They combine this intelligence with guided problem triage, troubleshooting, and resolution workflows. This combination reduces help desk call volume and handle times.

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Leverage Proactive Care

Use predictive analytics from numerous sources and trigger workflows to correct emerging network connectivity, device configuration, service performance and QoS issues before customers even notice them.

Promote Self-Care

Let your customers take charge of the service experience. Offer self-service applications that allow them to resolve issues and manage services on their own terms – without contacting the help desk.

Boost Assisted Care

The combination of this consolidated data with standardized workflows can guide CSRs and customers through problem resolution processes quickly and efficiently. Workflows are reusable across channels, reducing customer and agent effort, and improving first call resolution metrics.

Optimize the home experience

The home has become an extension of the network, offering new ways to support and engage customers. Nokia Home Care offers self-care clients, applications and portals that make it easy for end users to access, consume and get support for services from their home-connected devices.

Expand the mobile experience

Manage the growing complexity of the mobile ecosystem and simplify the customer engagement process that goes along with it. Nokia Mobile Care promotes engagement by allowing customers to resolve service issues and consume new offers through a single unified mobile application

Simplify field operations

Reduce downtime and strengthen customer relationships with tools that empower field technicians to resolve issues quickly and cost effectively. Equip field technicians with remote service, automation, mobility, consolidation, and collaboration capabilities.

Video

Reinventing the customer care experience (with Salesforce)

Data sheet
datasheet

Service Management Platform

Features and benefits

Our award-winning customer experience solutions have created over €2B in cost savings for our top 10 customers. We are the global leader in home, mobile and IoT device and service management solutions that simplify provisioning and care processes.

 Our customer care solutions support:

  • More than 1.5 billion devices for 300 customers
  • Approximately 1 million CSRs
  • More than 2.5 billion workflow executions per month
  • More than 10 million self-service sessions per month
Analyse

Lower AHT by giving CSRs and customers the data, analysis and processes they need to resolve support issues

Increase

Boost brand perception by conducting periodic home network and device health checks to ensure optimal service stability

Monetize

Increase broadband service revenue with targeted offers that appeal to customers

Experience

Improve customer satisfaction with proactive care, resolving problems before your customers notice them

Cost savings

Lower OPEX by reducing the number of calls and the need for customers to engage care agents

Optimize

Boost your first-time fix rate to minimize additional service calls

Transform

Reduce call drivers and truck rolls to lower operating expenses while improving customer satisfaction, reducing churn, and increasing Net Promoter Score (NPS)

Efficiency

Increase operational efficiency and reduce costs by minimizing needless escalation of routine issues

Highlights

24%

of customer retention is attributed to Customer Care

50%

of all broadband tech issues required more than one support call

60%

increase in subscriber churn by making a single call to customer call center

66%

of subscribers would rather self-serve than call a service agent

70%

of service problems are discovered when the subscriber calls the service desk

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