Customer Care

Customer satisfaction is your number one priority. Whether customers call for help or look for answers online, you want to help them solve their problems. And we're committed to helping you do it.

Solve Your Customers' Biggest Problems

In a perfect world, everything you sell customers would always work. In the real world, that doesn’t happen. Devices break. Service gets interrupted. Network connectivity goes down. Customers contact you to see what went wrong—and you need the right customer care solutions to help make things right.

From sign up to upgrade and beyond, take care of your customers every step of the way with CSG’s customer care solutions. Get a single view of customers across their entire history, regardless of the products they have or payment methods they’ve used. Agents can initiate an order, enter notes, create trouble tickets and view customer information. We’ve pre-configured business processes related to one of the most common customer questions—billing—so agents can quickly resolve any issues that come up. If customers want to resolve a problem themselves or manage their account, they can use our digital self-care apps, available on iOS and Android devices.


You Care About Your Customers—And So Do We

More than 120,000 customer service representatives deliver great customer service using CSG’s customer care solutions. We support every stage of customer care, from prospect management and sales to post-billing support, issue resolution, treatment and collections management. Our proprietary customer relationship management platforms are directly integrated with our billing systems, so you’ll avoid the technical risk (and expense) of keeping billing and CRM systems separate. Plus, our solutions are available on-premise or in the cloud, so you can find the deployment model that works for you.

Get a 360-Degree View of the Customer

Every interaction a customer has with your company counts. Agents can view every interaction and transaction with a customer through our web-based portals. They can also analyze customer order history, set up and perform collection and delinquency treatment tasks, and track and handle complaints. Plus, they can update a customer’s account status, order history and alerts associated with an account.

Increase Customer Satisfaction

Give customers the information they want, when they want it. Customers can access and update account information across all applications and devices with our digital self-care apps. On the back-end, target relevant offers to customers with our campaign creation and loyalty management functionality. Upsell, cross-sell and identify customers at risk of churn in real time.

Manage All Interactions from One Solution

Avoid the technical headache of keeping billing solutions and CRMs separate—your agents will thank you. Because our customer care solutions and our billing solutions pull information from the same database, agents have the latest, most accurate billing and account information. And don’t stop with billing—manage customer preferences, order history, content rights and entitlements, and payment methods in one place, and let agents or customers update it in real time.


Related Capabilities

Customer Service Solutions

When agents have the right tools, it’s easy to help customers when things go wrong. Help your agents solve customer problems quickly and efficiently with CSG’s customer service solutions.

Contact and Campaign Management

Want to stay top of mind with your customers? Put campaigns at the top of your priority list. Engage your customers with targeted messages and offers personalized just for them with CSG.


Portfolio

CSG Ascendon

Ascendon is a software-as-a-service (SaaS), cloud-based platform that enables providers to launch new digital services in 90 days or less and quickly participate in the federated digital economy.

CSG Singleview

Over 70 leading wireline, wireless, IP carriers, and mobile virtual network operators (MVNOs) rely on CSG Singleview to deliver real-time charging and postpaid billing.

CSG Advanced Convergent Platform

ACP is the market leader in North American cable and DBS processing, providing a reliable, outsourced, fully functional, customer care and billing platform with the ability to support video, data, wireless, home security and voice services on a single account.


Resources

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Cable Operator Provides Remote Support with CSG Visual Connect

Video

A regional cable operator wanted to be able to remotely troubleshoot issues for customers during a health crisis. They turned to CSG Visual Connect ...

Singleview Customer Success Story: Unitel Mongolia

Customer Story, Video

A young, dynamic company, Unitel Mongolia is hungry for success. Tulga Otgonbayar, Chief Information Officer, discusses how CSG is helping them gro ...

Regional Cable Operator Reduces Truck Rolls and Improves CSAT with CSG Visual Connect

Customer Story | 79.8 KB

A regional cable operator knew that improving first call resolution rates could increase customer and agent satisfaction, while also improving over ...

Visual Connect Overview

Video

Visual Connect is a web-based SaaS solution that expands the troubleshooting capabilities of your customer service representatives (CSRs). Visual C ...

CSG Visual Connect

Data Sheet | 1.8 MB

What if you could reduce time to resolution by enabling call center agents and customers to troubleshoot with a remote mobile screen share, ultimat ...

Global Technology Industry Leader Provides Better CX with Conversational AI

Video

A global technology industry leader deployed CSG Conversational AI to handle customer inquiries related to order status, sales, billing, and more.< ...