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.

    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.

     

    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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    Reinventing the customer care experience (with Salesforce)

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