As we come full circle on the topic of Enhancing Customer Care we get to one of the most challenging and crucial aspects of the Customer Lifecycle: Discover.
Long before Retention and Customer Service, Use, Bill and Pay, and Purchase, comes Discover. An operator may have the best infrastructure backbone, the best community involvement, or the best Netflix ratings on the market; but all of that is meaningless if nobody has signed up to the services — or understands why they should. Continue Reading
For cable and telecommunication service providers, subscriber self-care dashboards are an essential part of an optimal customer experience. By giving subscribers the ability to adjust settings within the home network, such as WiFi passwords and parental controls, providers are saving operational time and money. However, not all subscribers arrive at a self-care dashboard with the same technical knowledge. This presents a new challenge for service providers, who often end up spending the saved resources on supporting their non-technical users when utilizing the features of a dashboard. Continue Reading
New firmware images are released on a weekly basis to add new functionality, patch security holes, increase stability, and improve broadband performance. However, updating firmware on gateways is renowned across the broadband industry as a time consuming and error-prone process — often resulting in upset customers and increasing the number of complaints to the help desk.
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
We’ve heard a lot of talk about the Internet of Things (IoT) and all its benefits for subscribers and service providers alike, but there has been an increasing level of confusion going around the communication service provider industry between IoT and machine-to-machine (M2M) communication. This confusion stems from misconceptions when referring to both the similarities and differences between the two distinct concepts. 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
The growing subscriber appetite for mobility of IP services has caused worldwide WiFi-usage rates to reach unprecedented highs. A recent trends and analysis report predicted that by 2020, wired devices will account for 34 percent of IP traffic while WiFi and mobile devices will account for 66 percent of IP traffic.
The rapid rise of WiFi utilization is seen in two distinct areas: high penetration rates of service provider WiFi within the subscriber home and increased adoption of public WiFi hotspots. Continue Reading
Where do most quality of service issues occur in the network?
If you guessed within the customer premises, you’d be right. More than half of all service issues occur within the customer premises, with everything from signal blockage, range restrictions, or outside network channel interference affecting service quality.
Unlimited mobile data is seeing a resurgence, with all major carriers in the USA offering some form of unlimited services. Looking at these next generation unlimited services reveals innovation lessons that are relevant to fixed broadband providers who are attempting to address exponential growth in bandwidth consumption. Continue Reading
Visibility into usage habits and trends makes it easier to understand what new products should be offered, and to whom. With the right solution, you can identify when a customer should be offered a different package or media access, or a trial upgrade to better suit their bandwidth utilization history, traffic hours, traffic type, and subscriber type (business or residential). Continue Reading