Swisscom, the Swiss Internet market leader, has a corporate philosophy that prioritises continual improvements to
the customer experience, and through this, the construction of a unified company-wide service culture. This is promoted
via initiatives such as the Swisscom Service Champion Awards, which are given annually to the projects which have
contributed to lasting improvements in customer service.
This year the self-care application ‘Quick Help’, based on
m2selfrepair, the intelligent diagnosis and self-repair solution
developed by mquadr.at, is among the top 10 of a field of 400
participants. ‘Quick Help’ recognises problems frequently encountered by customers with their Internet connection,
e-mail and WLAN before they even occur, analyses them and provides the customer with automatic ‘one button’ repair. For
problems that require the customer’s help in solving (such as erroneous hardware cabling or when the WLAN hardware is
deactivated) this software provides easy to understand solutions in the form of clear descriptions and animations.
‘Quick Help supports customers as they enter the digital world, and provides them with assistance as soon as
problems appear. Including situations where you weren’t expecting them.’Manuel Cattaneo, ‘Quick Help’ project manager.
With ‘Quick Help’, Swisscom has collaborated with mquadr.at to create an ‘invisible guardian angel’ that makes
finding solutions for customer problems much easier, and therefore also contributes considerably to easing the burden
on customer support.
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