Helpdesk 0800 800 800

gardist · Oct 26, 2021

Helpdesk 0800 800 800

I have needed Swisscom’s telephone helpdesk about a dozen times in all the many years of my membership. I have had different experiences. People were always very friendly, but I had the impression at various times that “those at the help desk” spoke a completely different language than the one I understand… Of course, it was always clear to me that as a normal user and… communication problems can arise for the other side (IT professionals).

I’ve been a member of the community for about a year now. Since then I no longer need the telephone helpdesk. This community is very valuable to me, thank you for this support!

But now to my question:

I read in the community that there are different levels of employees who operate the telephone service. Normally a level 1 employee “serves” me. Could someone explain to me the structure of this telephone helpdesk? What should I do to get the RIGHT employee straight away for more complicated applications…

guardsman

Black Mamba · Oct 26, 2021

@gardist

Thanks for the post and the compliments 😀

>… Could someone explain to me the structure of this telephone helpdesk?…

With regard to the different aid levels, this discussion can help

Mail access hosted on hostcenter.com accounts | Swisscom Community

and especially the posts from @hed for example

"…

I have had very good experiences with the people there so far. If the 1st level supporter didn’t know what to do, I requested 2nd level support and was redirected there. In one case it even had to be forwarded to 3rd level support, who then called me back within one working day and solved the problem.

… "

or

"…

Perhaps your request was too clear… As I said, my experiences with this helpdesk were without exception positive. In some cases the 1st level automatically called in the 2nd level because he didn’t know what to do, in other cases I asked politely and if it wasn’t possible to put through, I got a call back within one working day.

… "

etc.

>… What should I do to get the RIGHT employee straight away for more complicated applications……

found the RIGHT employee, “…, that is the question! ” 😀

a little luck maybe, the tone and the words used can definitely help too…???

it is also possible to contact an administrator, moderator or Swisscom employee in the community via private message, they usually respond relatively quickly or forward you to the right person, to give a correct answer

hed · Oct 26, 2021

@gardist

Many support organizations are divided into service levels, for example like this:

1. Level: Call center employees for simple clarifications and information

2. Level: Technician

3. Level: Engineers

4. Level: Engineering of the manufacturer/developer

Depending on the company/organization, the 2nd and 3rd levels are combined.

Basically it should work something like this:

1. Level can resolve approximately 80% of requests, 2nd level can resolve 80% of the remaining 20%, 3rd level can resolve 80% of the remaining 4%. So totals 80% + 16% + 3%. The last highly complex 1% is then solved by engineering or the developers of the manufacturing company.

If you call a helpdesk, you usually only reach the 1st level. If he doesn’t know what to do, depending on the company/organization, he can ask the 2nd level internally for support or forward the customer to the 2nd level.

As far as I know, Swisscom’s helpdesks are organized differently, depending on the topic and customer segment.

JoelV · Oct 27, 2021

Hello @gardist

A big MERCI for your contribution! 💙

I’m very happy to read that you like the community and have already been able to help. I am also impressed every day by the knowledge and commitment of our community. It’s also a really great place to be close to our customers and feel their pulse.

Regarding private messages: These are primarily used for community concerns. (@Black Mamba fyi🙂)

E kind regards

Joel