Telecom and ISP Customer Service Software
Handle subscriber support, installation appointments, billing questions and technical escalation in one workspace, with SLA timers on every conversation.
From queue overload to one workspace
The everyday problems telecom and broadband support teams face, and what changes once RolChat runs your subscriber conversations.
- One local fault fills the phone queue with identical calls
- Tickets, chats and calls about the same subscriber live in three tools
- Installation appointments are rearranged by phone and lost in notes
- Escalation to the network team happens by message and gets forgotten
- There is no reliable measure of first contact resolution
- Fewer repeat contactsEmail notifications reach the affected subscribers before they call, and the chatbot answers the same question on the website around the clock.
- One subscriber, one historyChat, email, SMS and messaging apps share a single record, so an agent sees last week's fault report while answering today's message.
- Appointments that holdA booking page with real availability handles installation and engineer visits, confirms by SMS and reminds the subscriber the day before.
- Escalation with a timer on itSLA rules, ownership, automatic reminders and escalation paths keep second line and field escalations moving instead of sitting in a chat thread.
- Service quality you can measureResponse time, first contact resolution, reopen rate, CSAT and workload are reported per queue, channel, team and time of day.
How telecom teams use RolChat
Subscriber support runs on volume: the same speed question, the same billing line, the same router restart, thousands of times a month, with a small share of genuinely hard faults hidden in the middle. RolChat separates the two. A chatbot and knowledge base absorb the repeat questions on the website, in WhatsApp and in the app, while agents and second line work the conversations that need a human, with the subscriber record and every previous contact in front of them.
- Fault reports and troubleshootingTake the report on any channel, run the standard checks with saved replies, and escalate with the full history attached.
- Installation and engineer visitsOffer real slots from a booking page, confirm by SMS and let the subscriber reschedule in the same conversation.
- Billing and plan questionsAnswer invoice and tariff questions with approved content, and route contract changes to the team that owns them.
Built for subscriber support at volume
Every ticket carries SLA timers, escalation paths and reopen tracking, so a fault that misses its target reaches a supervisor rather than the subscriber. Routing sends technical, billing, retention and sales conversations to separate queues with capacity limits, and campaigns push planned maintenance and disruption notices to a segment by email. IVR and SMS campaigns are coming soon.
- SLA and escalation managementTimers, priorities, escalation rules and reopen tracking on every ticket, with reminders before a target is missed.
- IVR and call handlingComing soon: a browser-based phone system with IVR, recording, transcription and call scoring, attached to the subscriber record.
- Proactive notificationsSend planned maintenance and disruption notices to an affected segment by email before the calls start; SMS campaigns are coming soon.
What telecom teams handle every day
The subscriber conversations RolChat is built to carry, from activation to cancellation.
Frequently asked questions
Is RolChat suitable for an ISP or broadband provider?
Yes. Fault reports, installation appointments, billing questions and escalations run in one workspace, with SLA timers on every ticket and the full subscriber history on the contact record.
Can RolChat work as telecom call center software?
Not yet. Telephony is in development. When it launches, the phone system will run in the browser with an IVR builder, call recording, transcription and AI call scoring, and each call will attach to the same record as the chats, emails and tickets.
How does RolChat handle SLA management?
Every ticket carries a target and an owner. Timers and escalation rules move a conversation up before the target is missed, and reporting shows where targets are being met.
Can we notify subscribers about planned maintenance?
Yes. Campaigns send email to a segment you define (SMS campaigns are coming soon), so the affected subscribers hear about planned work or a disruption before they open a ticket about it.
Does RolChat replace our billing or OSS system?
No. Billing and provisioning systems stay where they are. RolChat runs the conversation layer alongside them and keeps the record of every subscriber contact.
Which channels can telecom teams connect?
Web chat, email, SMS, WhatsApp, Telegram, Facebook Messenger, Instagram and web forms all arrive in the same inbox, sharing one subscriber history. Phone calls will join them when telephony launches.
Can a chatbot handle first line support?
Yes. The AI assistant answers speed, coverage, equipment and billing questions from your approved content, runs the standard checks and escalates to an agent when the fault needs a person.
How are engineer visits scheduled?
A booking page shows real availability from the team calendar, confirms the slot by SMS and lets the subscriber reschedule inside the same conversation.
Does this work for an MVNO or a regional WISP?
Yes. Start with a shared inbox, chat widget and ticketing, then add AI, campaigns and reporting as the subscriber base grows, and telephony once it launches.
More about RolChat for telecom
Read more about telecom
RolChat is telecom customer service software for internet service providers, mobile operators, MVNOs, fixed wireless providers and cable operators: one workspace for fault reports, installation scheduling, billing questions, plan changes and technical escalation across web chat, email, SMS, WhatsApp, Telegram and web forms.
Subscriber support is a volume problem before it is anything else. Most contacts repeat a small set of questions about speed, coverage, equipment and invoices, and the cost of answering them by phone is what makes support expensive. A chatbot on the website and in messaging apps answers those from approved content around the clock, a self-service knowledge base carries the same answers on your own domain, and agents keep their time for the faults that genuinely need a person.
Ticketing is where telecom support differs from most industries. Every conversation carries an SLA target, a priority and an owner, escalation rules lift an ageing fault to second line or field engineering with the whole history attached, and reopen tracking shows which fixes did not hold. Supervisors see a missed target before the subscriber does, which is the difference between a service recovery and a complaint.
Proactive contact removes work rather than adding it. When maintenance is planned or a segment is affected by a disruption, campaigns send email to exactly those subscribers (SMS campaigns are coming soon), which stops the phone queue filling with identical calls. The replies come back into the same inbox as normal conversations, so anyone who needs more detail is answered in context rather than in a separate campaign tool.
Installation and engineer visits run on the same booking engine as the rest of the platform. A subscriber picks a real slot from your team calendar, gets an SMS confirmation and a reminder, and can move the appointment inside the conversation. Field coordination stays visible to the support team, so an agent answering a message about a delayed visit already knows what happened.
RolChat covers the conversation side of telecom support: omnichannel intake, AI answers, ticketing with SLA, booking, campaigns, reporting and access control, with voice and IVR coming soon. It complements your billing, provisioning and network systems rather than replacing them.
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Bring subscriber support into one workspace
Install RolChat on your website, connect your channels and run every subscriber conversation in one place.