Downdetector Connect™
Customer-driven network improvement
Combining real-time customer engagement with real-world device measurements, Downdetector Connect is a new way to increase customer satisfaction and prioritize network improvements.
Downdetector Connect improves operational efficiency and decreases mean time to resolution for service issues. With Downdetector Connect:
- Digital teams can increase and improve customer engagement.
- Customer care teams can reduce call center volume and provide more contextual communication.
- Network, NOC, and SOC teams can more quickly discover issues and prioritize improvements.
- Customers receive the best experience possible, even during service issues or outages.
How it works
Downdetector Connect aligns Digital, Customer Care, Service Operations and Network Teams to deliver an excellent customer experience.
Digital self-care widgets
Customers are empowered to report issues and check network coverage and status — seamlessly integrated into existing iOS, Android, or web apps.
Web portal for customer care
Agents are equipped with coverage maps and contextual information about network status — enhancing existing support tools and communication channels.
Crowdsourced network insights
Network & SOC teams gain visibility on network issues and problem hotspots — so improvements are prioritized by customer impact, rather than network alarms.
Outage detection and prioritization
With Downdetector Connect integrated into existing mobile and web applications, operators can capture millions of customer radio device measurements every day. The volume of measurements means that a typical base station is assessed hundreds of times each day. Downdetector Connect processes this data by splitting up the geographic area into hexagons and color coding the performance.
With Downdetector Connect, operators can:
- Identify hotspots of poor network performance in our proprietary hexagonal system.
- Detect outages and identify when an issue began.
- Confirm that a reported fix has worked.
- View 60+ network performance and customer satisfaction KPIs within seconds.
- Analyze daily, weekly, and monthly trends in network performance for each hexagon.
- Determine whether customers are experiencing an outage or a chronic network issue.
- Prioritize network investments in hexagons where network performance is poor and customer satisfaction is low.
Testimonials
Solving key challenges in customer experience management, digital transformation and network optimization for market-leading mobile network operators
“With the [Downdetector Connect] solution, we’ve achieved one major thing in our interaction with customers: We got more transparent. We have a solution where people can check real-time network status — and for us, it’s very important to get that feedback out of the tool. We have very fast, crowdsourced incident management.”
— Michael Havas, Director of Customer Service & Sales
“The benefits for our customer are that we can be far more responsive to them when they have issues — and we can better inform them about the status of those issues and how quickly we’re going to fix them. It also enables us to make better decisions about how we deploy our service to customers on our network. It has been hugely beneficial in terms of giving us a unique perspective on our customers that we didn’t have before. We’re using that operational intelligence to develop a better product for our end customer.”
— Paul Pattinson, Head of Service Management
“We chose [Downdetector Connect]… based on the simplicity of user experience and the fact they really thought this problem through from end to end. Whether it’s from the customer perspective, the tech support perspective or from the operations group’s perspective, it really was a turnkey solution that was easy to implement and integrate — in addition to the fact that they’re a great partner.”
— Neel Dayal, Director of Digital Service & Support
Typical ROI
40% reduction in calls
Millions of dollars in cost saved
15% faster call resolution
Improved CSAT and NPS
80% lift in digital engagement
Proactive, transparent communication
1-8 hours earlier problem detection
Better problem prioritization
Downdetector Connect inquiry
Learn why Downdetector Connect customers are ranked first in their markets for network satisfaction.