CSG (NASDAQ:CSGS) now offers a real-time option for pay TV and other service providers to proactively communicate in with consumers about their service appointments.
The new solution, named Where's My Tech, is part of CSG's field service management solution, Workforce Express (WFX), and is intended to show consumers exactly where their service technician is and when they will arrive at the job site.
Where's My Tech is designed to provide real-time information about the status of a service technician appointment, enable consumers to digitally follow the technician while they are on their way to the service location, and receive email or SMS messages with the estimated time of their technician's arrival.
"Today's digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experience," said Tim McElligott, senior consulting analyst at Stratecast|Frost & Sullivan. "When those real-time updates don't happen, the customer experience is tarnished, which can potentially have a negative impact on customer satisfaction, and even a Net Promoter Score."
"CSG's communications management solutions offer an integrated approach for service providers to manage and more actively engage with their customer interactions throughout the customer lifecycle," said Chad Dunavant, head of product management, CSG. "This solution is the latest step we have taken to help our clients deliver easy-to-use, connected experiences that instantly raise the consumer experience to a new level."