Customer care

Satisfied users are the main principle in our operations and one of our fundamental values. In order to strengthen user satisfaction, our activities are constantly directed towards providing high-quality user experience, which is at the same time simple and secure. It is based on user-friendly and technologically advanced services, products and content.

For several years in a row, Telekom Slovenije has been among the most reputable Slovenian companies, and at the top in telecommunications industry.

​New User Experiences

We constantly adapt to needs and wishes of individual user segments in all areas, and provide new services, products and content tailored to their needs. These include:
Improved loyalty programs, where they exist,
Advanced smartphones and mobile entertainment apps for more demanding users,
The SiOL BOX service, which provides a completely new user experience,
The Mobitel Ena mobile phone for older users, which is easy to handle,
New external sales channels for the SiOL services,
One DOO presented the new Umbrella brand, designed for families,
Revamped Mobitel's subscription price plans, which are now better suited to users' needs.

We constantly offer special benefits to special user groups. Disabled persons, students and users with special needs are entitled to discounts and benefits with bundles in broadband access, and fixed and mobile telephony. We provide a price plan with very affordable text messages and free-of-charge video calls to the deaf and hard of hearing, and we provide a mobile price plan without the monthly subscription fee for members of voluntary associations.

All our activities are directed towards user satisfaction.

Telekom’s interactive assistant Tia successfully helps our users find answers to the most frequently asked questions and directs them with automatic replies.
We also expanded Tia's functionalities with chat, which supports interactive communication with our agents.
In the last year, the After Sales Office (080 1000) responded to 1,179,510 incoming calls and resolved 71% of all reported incidents.
We invest a lot of energy and work in preventively monitoring operations, improving the diagnostics, and increasing responsiveness and efficiency.
The CRM IT support was established, supporting faster processes and procedures regarding subscribers' orders and requests, and management of contacts with subscribers and sent documents.

Business Users

The most important new features in the business segment include:
The new Pisarna po meri (Custom-Made Office) service,
New, comprehensive converged solutions, such as the Single Business Network,
Upgrading the toll-free call number to Click to Call, and
New business e-news with presentations of selected, key user experiences.

Care for Online Safety of Children

Informing children, parents and teachers on safe internet use is an integral part of our social responsibility, so we have been supporting since the very beginning Safe.si, the national node for raising awareness on safe internet use for children and youngsters through different communication campaigns, prize competitions and games. Safe internet use is also a regular feature on the Otroški kotiček children's subportal on the SiOL portal, where we added a game (Spletne dogodivščine – Web Adventures) on advantages and dangers of the internet. This subportal also constantly features a notification on safe internet use for children and parents.

We have also been monitoring general public's perception of broadband service providers. In 2010, the results showed that:
SiOL is the best recognized brand in the category of internet access and packet services, with the highest share of users who would select it (over one half of respondents would select SiOL as their broadband service provider again),
SiOL is recognized as the leading and most reputable provider, suitable for every family, with advanced TV services, and a broad range of content in its video store, including high definition content, which are also best rated compared with the competition,
Users perceive Mobitel and Najdi.si as moderately innovative brands and regard them as somewhat more serious for the business segment.

Users’ trust is confirmed by acclaimed awards and titles, such as Trusted Brand and Superbrand, which Telekom Slovenije, SiOL, Mobitel and Najdi.si bands have been receiving for several years in a row.