OUR support ethic
It's about how we engage with each customer with an one stop resolution. This is one of our key goals
Being passionate about how we deliver an effective and satisfying, experience to our clients, through positive and personal interaction. Believing that customer service is a relationship based on loyalty rather than just offering a process. The majority of Clients prefer utilizing Scancom rather than directly with the network, which allows them to continue with their business whilst we liaise with network. We’ve heard often from our Clients that they are frustrated at different options on an IVR and by the time they do speak to an operator, it’s left them frustrated and ending the call and looking to ourselves for help. We pride ourselves in having a wealth of experience in being able to navigate the world of customer service, and are empowered to go the extra mile.
SLA drivenbusiness platform
Most Clients today are more connected and expect us to be as connected as they are at any given time.
Our Strategy has evolved, from a customer picking up the phone to ourselves, to having online dedicated systems and tools where a customer can reach out to us. We have a combination of communication channels which allows us the flexibility to keep in touch with any customer efficiently. We use Zendesk - an enterprise grade customer service ticketing system for dealing with inbound ticket requests from any channel — email, web, social, phone, or chat. With the addition of having total mobility, our business support agents see any customer request in real time, and pro-actively respond. The “Help” button on our website Scancom.co.uk has an integrated link to Zendesk, which ensures a seamless, smooth and integrated experience. Once the Client has completed the help section of what the request is, one of our customer service agents will respond accordingly.
support FROM NETWORK EXPERIENCED AGents
Our business support agents have previous experience and involvement in the UK mobile networks. They can quickly grasp the core issues and offer speedy resolutions to any issues that may arise. Often our customers just want advise on what bundles to add when they travel, or need a bill explained. We are confident that any queries our customer have, we have the resources in house and the support of the networks to resolve them.
THE best in class support
Some examples of customer support
From start to finish we will monitor your number port to ensure its applied smoothly within SLA. We will keep keep you informed all the way
Bundle Add Ons
Bundle's and add-on's advise ? Going abroad? We can advise and apply the right bundle for you and ensure its applied right on time. Just send an email to firstname.lastname@example.org
As part of a range of business services we supply a detailed monthly breakdown into usage and trends every month with full statistical analysis
Lost your sim or faulty sim? We can arrange for a new sim and transfer the number over quickly. We will ensure little or no disruption
We will liaise with the network and ensure this is delivered to an address of your choice, at a convenient time - leaving you to carry on with business
Moving to new premises or home and need to check the postcode coverage? Let us know and we will show you the density of coverage and signal strength
Need to move a number from another account to your business account? Often customers want different accounts for costs centre reporting. We can facilitate this for you
Unsure and just want some account advice? Call us to discuss your requirements. We aim to offer clear and transparent advise
No Call Queues
Do you dread IVR's? Not sure of the correct option to choose? Then don't! Let us call on your behalf for a quick no nonsense resolutionDo you dread IVR's? Not sure of the correct option to choose? Then don't! Let us call on your behalf for a quick no nonsense resolution
Out of Hours Support
For peace of mind we offer out of hours support for emergencies, such as loosing your handset and you need it barred quickly
Are you looking to boost your coverage with a signal box? Contact us to discuss your requirements
Need to change your mobile number, we can help you process this
Do you need to use another sim card in your handset? Let us help you unlock your handset