After a tumultuous year plagued with customer complaints, telecom operator Telenet is taking steps to turn things around. The company, based in Mechelen, faced numerous challenges due to the installation of a new IT system which led to issues such as customers losing phone and internet connections. Additionally, customer service was severely impacted with complaints on the rise. According to the Telecom Ombudsman Service, there was a significant increase of 188 percent in complaints about Telenet last year.
In response to these challenges, Telenet is introducing a new tool called ‘Check & Smile’ in its app. This cutting-edge tool allows customers to independently verify if their products and services are functioning optimally. Described as “customer service 2.0”, Check & Smile offers guidance on various topics like modem issues, network connection speed and security, or choosing the right subscription plan.
The tool not only provides suggestions and customized solutions but also prompts the company to reach out to customers who are struggling with network-related problems. In cases where self-help is not enough, Telenet will dispatch a technician to address the issue. Director Dieter Nieuwdorp stated that the IT system is now operating smoothly and will enable the company to provide faster and more personalized assistance to customers through Check & Smile. With this new tool in place, Telenet hopes to put an end to its tumultuous year and improve customer satisfaction moving forward.
