In last week’s blog, we discovered the importance of customer experiences. We learnt that great customer experience not only keeps revenue flowing, it’s actually an efficient way to strengthen your incoming revenue stream.
In the 2014 American Consumer Satisfaction Index report, ISPs scored lower than all other related industries.
Don’t let this be an indication of your business. Here are 5 easy ways to improve customer experiences:
1. Smarter network and subscriber data
It all starts with better data. By implementing a solution that collects, analyzes, and normalizes key data elements within your service network, you’ll be able to make better decisions to improve your customer’s experiences. Gathering smarter network data sounds like a big task, but it doesn’t have to be a manual process. With the right platform, you can automatically generate the key network and subscriber analytics that you need to make better decisions about where to invest in infrastructure upgrades, and which customers to target for marketing promotions.
2. Rapid, device-agnostic service activation
When subscribers purchase their devices, they expect them to just work. That’s why you need a solution that quickly activates services to any device. If you enable your subscribers with fast-working devices, you’ve already cut out the chance for initial pain points in a subscriber’s experience.
3. Fix problems before they affect the subscriber
You need to find ways to proactively resolve device and network issues before they affect the subscriber. As bandwidth consumption volumes steadily increase — due to an influx of OTT content and multiple connected devices within subscriber homes — no service network is completely prepared to handle future bandwidth requirements. In addition, you can never be certain that third-party hardware vendor equipment will work as expected. But with customizable real-time key-performance indicators, operators increase visibility into their networks to help mitigate network and device problems before a subscriber has a chance to complain.
4. Fast and intuitive customer management portals
If an issue does affect a subscriber, you need to make sure you have fast and intuitive customer management portals. To achieve this, you need remote access into the subscriber premises to see all customer premises equipment — everything on the last mile, from gateways and IPTVs to WiFi and LTE-connected devices. With remote access into customer diagnostics and intuitive customer management portals, CSRs are better equipped to solve customer problems and keep subscriber experiences positive.
5. Keep CPE up-to-date
You need to ensure that CPE is kept up-to-date with the latest firmware releases. Typically, a firmware update process is a hectic event for operation teams. There is ample opportunity for something to go wrong, whether it’s a network issue or accidental subscriber interference. That’s why you need a robust firmware management solution that gives you the ability to orchestrate firmware updates automatically with real-time visibility into successes and failures. To go a step further, your firmware management solution should allow you to correct failures on the fly, so that you can ensure a successful end to your operation.
By improving your ability to manage customer experiences, you’ll not only see reduced churn, but also a higher ARPU and increased incoming revenue. For more detailed information on improving customer experiences, read our whitepaper: Improving QoE with Better Device Management.