As the digital home network increases in complexity, CSPs are facing escalating operational costs and downward pressure on NPS in the highly competitive residential/SoHo market. This solution showcases the value of a differentiated home WiFi experience where both service quality issues and engagement are addressed proactively, as part of a holistic digital approach to customer care. By extending our new Digital Home Experience Solution with artificial intelligence, our customers can enjoy greater automation and zero-touch efficiencies.
Pete Koat, CTIO
As your customers’ expectations scale new heights and competition grows, your most valuable differentiator is no longer connectivity – but your customer experience.
To thrive in the ultra-competitive era of the Fourth Industrial Revolution every element of your customer journey – from a seamless omnichannel sales process to precise post-sale care – must be flawless.
But, for CSPs, with more than 70% of service quality issues occurring within the home network, service in the home/SOHO network is always open to variables and issues. Whether disruption occurs on a cable modem, from other devices, or an IoT gateway, sustained service interference will inevitably impact the customer experience.
At worst, service disruption leads to a social media storm, negative reviews, customers churning and a plummeting NPS. At best, you get a flood of inbound support calls and tickets to process and resolve. But CSPs no longer need to subscribe to this narrative. With the proactive customer experience solution you can eradicate the negative impact of service disruption, or better still – turn it into a positive.
Deliver tomorrow’s customer experiences, today
The new joint solution from Incognito and CloudSense harnesses the power of Salesforce’s Einstein and Next Best Action, alongside best of breed OSS and BSS, to deliver a holistic digital customer experience.
Einstein’s artificial intelligence discovers problems before they impact your customer experience and Next Best Action intelligently automates resolutions, building customer loyalty in the process.
The joint solution was demonstrated at the 2018 Digital Transformation World in Nice.
Speak with someone at Incognito to see how you can provide a proactive customer experience and exceed your customer expectations:
- Preempt and troubleshoot customer problems before service quality is impacted
- Create brand advocates and skyrocket your NPS
- Increase customer engagement, loyalty and retention
- Generate more revenue with up-sells and cross-sells
- Reduce costs by minimizing inbound calls and fewer truck rolls