End user detail logging device registry
To ensure accurate account management CommsProvider Will capture all of the below user details
to ensure that we have as accurate information as possible –
There are a number of occasions where contact to the mobile network operator is needed to add or remove services or resolve network issues and calling customer services can be frustrating and time consuming.
Using the dedicated dealer support channels the team at CommsProvider will handle all network related
queries for you and provide feed back once the action is completed.
Examples of network related issues/updates are as follows
USER NAME CHANGES
APPLYING ROAMING BARS
RESOLVING BILLING ISSUES
LOST STOLEN BAR ADD/REMOVE
COST CENTRE UPDATES
GENERAL NETWORK ISSUES i.e RESOLVING CONNECTION ISSUES
ADD/REMOVE LINE FEATURE SUCH AS ROAMING BARS
HANDSET SWAP OUT ON NETWORK BRANDED HANDSETS
Maintaining consistent connectivity is key to the mobile phone service and ensuring that users can make and receive voice calls, texts and data means your business can operate effectively.
Once an issue has been reported to CommsProvider by either an end user directly or your chosen contact, a support team member will contact the user directly to diagnose the problem with the aim of resolving over the phone.
In the case of network related issues, our support team will liaise with the network to have the line tested and correct any settings which may be causing a problem or a report will be logged to have the fault investigated by the network tech support team.
We aim to have network related issues resolved within 24 hours however, there may be occasions where this is not possible due to difficulties at the network end. Users will be
kept up to date with progress of work by the support team to give realistic time scales and estimated resolution times.
All reported issues and results will be logged on the help desk tracker
Examples of required end user support.
All users have different levels of technical experience of modern mobile devices and navigating through the sometimes confusing menu paths of the different operating systems can be tricky.
The CommsProvider tech support team can help end users when it come to
understanding how the devices work and can help with the set up of some of the more common handset features.
Examples of technical support are as follows –