One Vendor – One Support Group
This single-vendor customer service solution efficiently addresses customer service questions.
- Achieve customer satisfaction by resolving issues while you are on the initial call
- CSR’s can take over a customer’s remote control through the InnoStream UI
- Walk customers through a guide question without a service call
- Integrated with InnoStream Video Middleware and eLation Billing Software
- Save time and money, as well as a truck roll
- Allows a technician to view STB information, monitor metrics, and control STB WiFi operation remotely
- Assist in installation and troubleshooting of STBs
- Save operator time, expenses, and resources
- Fully integrated subscriber management system
- Generate reports on important subscriber information like the channels your customers are viewing
- Improve administrative efficiency with the use of the data collected
Other Video Support Platform Tools to better serve your customers:
Backup/Restore STB Settings
Boot-up Trouble Screens
70% of our video trouble calls are handled using the Virtual Remote, and when you have over 7000 set top boxes to manage, that is a huge money saver.
We are resolving around 85% of the customer support calls, without onsite service calls, which is a testament to the Innovative Systems support tools.