Self-service has been introduced as a service which can be reached by calling 122, which enables the customers to check the status of the used internet and to get information about the problems with the services
On the other hand, the e-Care service provides internet advice and instructions on numerous issues related to the fixed and mobile telephony

Makedonski Telekom introduced novelties in its operation in order to improve the customer support. One of the novelties is the Self-service which enables the customers to check the status of the used internet traffic or to get feedback by SMS as to whether the problems with any of the services (internet, voice and TV) are caused by a disconnection of a subscriber line due to an unsettled debt or if there are certain technical problems. The check can also be made by calling the Contact Centre on 122 from a mobile phone, wherein the customer should select option 3 for Technical Support and then chose 1 from the Self-service menu. Once he/she selects Self-service, the customer will receive 4 options:

Option 1 for a problem with a voice service. The customer receives information by SMS as to whether he/she has been disconnected due to an unpaid bill, what the amount of the debt is and whether any ban has been activated.
Option 2 for a problem with the internet. The customer receives information by SMS as to whether the speed has been decreased as a result of the exceeding of the internet included in the package, whether it has been disconnected due to unpaid bills and what the amount of the debt is.
Option 3 for problems with all services (voice, internet and TV). The customer gets information by SMS as to whether it has been disconnected due to unpaid bills, together with the amount of the debt.
Option 4 which is only for checking the used internet in the course of the ongoing month.

In addition to the Self-service, as part of the option for technical support by calling the telephone number 122, new Self-service through the internet has also been introduced. The e-Care service provides internet advice and instructions to the customers on numerous issues related to the fixed and mobile telephony. Through the e-Care service, the customers may, in their homes, on their own, set an internet router, a 3Max receiver or a mobile phone by following the instructions given on https://ecare.telekom.mk, without asking for help or support from an operator in the Contact Centre.

The Self-service which can be reached by calling 122 from a mobile phone will decrease the number of calls to the Contact Centre and thus result in avoidance of the long waiting times for a talk with an operator. On the other hand, with the introduction of the e-Care service, the customers of Makedonski Telekom will get the necessary information, advice or instructions in a fast and simple manner, at the same time saving their precious time.

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