Telenet is taking steps to address the high number of customer complaints it received last year by introducing a new tool called ‘Check & Smile’ in its app. This tool will allow customers to independently check the status of their products and services to ensure they are working optimally.
The company faced challenges last year when it implemented a new IT system that resulted in widespread customer complaints about issues such as no telephone or internet connection. The customer service also faced difficulties, leading to a significant increase in complaints to the Telecom Ombudsman Service.
In an interview with Het Laatste Nieuws, director Dieter Nieuwdorp expressed confidence that the IT system is now functioning properly and the company can provide faster and more personalized assistance to customers through the new ‘Check & Smile’ tool. Described as ‘customer service 2.0’, the tool offers solutions and recommendations related to modems, network speed and security, and subscription options at an individual level.
Customers who are unable to resolve network-related issues on their own through the app will be proactively contacted by Telenet, with the possibility of sending a technician if needed. The company aims to improve customer satisfaction and provide improved technical support through these initiatives.
