We are quickly approaching a world in which most everyday devices will communicate with a vast ecosystem of other hardware that is connected and integrated with the Internet. In fact, we are almost there today.
Right now, anyone can pick up “smart” or Internet-connected lights, Fitbits, home appliances, cameras, and other hardware from the store around the corner at a reasonable price. This is a segment of technology that is continually developing, and will continue to grow rapidly over the next few years as costs decrease and more opportunities flourish. Continue Reading
In the previous instalment of the series on Enhancing Customer Care, we covered the Use section of the customer experience lifecycle. This is where operators must proactively ensure that their customers are receiving the services they have paid for, while also deploying the best infrastructure available to meet geographic needs and keep a high level of service quality. Continue Reading
Have you ever purchased a new electronic device, taken it home, excitedly unwrapped it and switched it on, only to discover that something is wrong and you need to phone customer support?
This scenario is all-too-common in the broadband services industry, and unfortunately, it’s usually the service provider who takes the blame. New customers will often purchase gateways from third parties or redistributors without knowing that the device’s firmware is out of date. When the customer attempts to connect this device to their network, they’re quickly blocked by an error message (or sometimes no message at all) due to expired or unsupported firmware. Continue Reading
How much visibility do you have over service activation processes?
For many service providers, the answer to that question is bleak. The sad truth is that visibility over service activation processes, including errors and misconfigurations, is lacking in many Tier 3, Tier 2, and even Tier 1 organizations. Today’s operators often turn to multiple siloed systems when attempting to ensure that services are activated accurately, on time, and are working as promised. Continue Reading
In the last part of my series on Enhancing Customer Care, I described the essential role of the customer call center, which directly affects the Customer Service and Retention stages of the customer lifecycle model. Both of these stages are immediately impactful to a subscriber’s quality of experience (QoE) whenever a service issue occurs.
What’s equally impactful to the state of customer experience is how customers are using the services purchased. For the operator, this means proactively ensuring that customers receive the services they have paid for — the promised up/download speeds and bandwidth allotments, connection reliability and predictable service are being delivered. Continue Reading
Broadband service providers take note, personal virtual reality (VR) platforms are going to reshape the industry sooner than you think.
We’ve seen a constant stream of VR-related news coming from major industry tradeshows, online broadband publications, and even broadband CEO blog posts. I’ll try to generalize their comments succinctly: personal VR platforms are expected to bring massive sales, huge increases in bandwidth consumption, and dramatic shifts in subscriber quality expectations. This is an exciting time for broadband service providers, but it’s essential to consider what implications VR will have on your organization. Continue Reading
In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention.
According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts to optimize these essential components of the services lifecycle are directly related to quarterly churn rates. Continue Reading
Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer.
With all these complex perceptions of customer care, how do we truly enhance customer care practices? Continue Reading
There is no doubt that technology innovation over the past 15 years has driven the broadband industry. From dial-up to DOCSIS 3.1, ADSL to GPON, and GPRS to LTE — the key to service provider success has been the ability to increase speeds at least one order of magnitude with each new generation. Continue Reading
As broadband markets mature, churn becomes the critical metric for network monetization. Studies have shown that cost and billing are a key churn driver, representing 40% of subscriber attrition. Other studies have shown that half of these subscribers feel they are not receiving “value for money” and hope to find that value by moving to another service provider. Continue Reading