Consumers are more tech-savvy than ever, and digitization continues to alter the way they interact with brands. When things go awry, they prefer to take matters into their own hands. Over 60% of US consumers prefer a digital self-service tool, such as a website or mobile app, to resolve simple inquiries. Does this mean they are ready to abandon interaction with customer service agents? Not exactly. At the end of the day, consumers want a friction-free customer experience, and in our on-demand, instant-gratification world, they simply demand more ways to prevent and resolve problems.

How are Internet Service Providers (ISPs) keeping up with these consumer demands while improving the bottom line? ASSIA has been focused on delivering better Wi-Fi optimization, customer service/technician diagnostic apps, and self-service apps for consumers. We are excited to share how ISPs are delighting customers and delivering business value through ASSIA CloudCheck.

Overview

ASSIA began working with a large multi-national customer where data was collected and channel optimization was performed on more than two million lines (HFC gateways, FTTH gateways, HFC+FTTH extenders).

This customer leveraged ASSIA’s end-to-end solutions for diagnoses, recommendations, monitoring, and management of Wi-Fi networks. The platform improves home networks through, channel changing, band steering, and roaming, and makes intelligent decisions on whether a consumer could benefit from multiple APs or mesh networks.

What’s more, to ease the optimization of home network stability, speed and performance, this large customer offered self-service apps to consumers and diagnostics to CSRs and technicians. Consumer apps solve many issues and perform common tasks, such as forgotten password retrieval and parental controls. Apps developed for CSRs and technicians take advantage of data warehousing and analytics, generate reports, and provide much-needed visibility into networks.

35% reduction in the technical call-in rate

When a customer calls a business for technical or customer-related support, there are costs related to it. And, of course, high call volume leads to long wait times, dissatisfied customers, and churn.

In a comparison of unmanaged Wi-Fi, managed Wi-Fi multi SSID, and managed Wi-Fi single SSID, our study shows that Wi-Fi optimizations, such as band steering, channel optimization, airtime fairness, 2-way band steering, and in-home roaming can make a significant difference in call volume. The technical call-in rate is reduced by 35%.

 

 

5-12% reduction in repeat calls within 30 days

First Call Resolution (FCR) is a key contact center metric that drives customer satisfaction and predicts loyalty. Frost & Sullivan refers to FCR as the “home run” of contact center metrics. Why? Problems that do not get resolved the first time around open the door to the competition and add to the cost of operations.

Through the CSR app, with access to CPE and extenders mesh data, diagnosis, recommendations, and real-time data – most agents can accurately solve consumers’ problems in just one call. For ISPs seeking improvement, they can expect a reduction of repeat calls of up to 12%.

 

 

4% reduction in forgotten Wi-Fi password calls

As mentioned, today’s consumers are digitally savvy and a large number prefer a digital self-service tool, such as a website or mobile app, to resolve simple inquiries. Therefore, a consumer app with Wi-Fi management features is a win-win for ISPs and customers. Self-service features such as device connection, SSID/password selection, device blocking, extender self-installation, onboarding, and parental controls allow customers to manage services and resolve issues with ease.

One of the top reported ISP call drivers is lost Wi-Fi passwords, which is easily resolved through self-service. While the percentage of this type of call can vary monthly or by ISP, note that this call type could be potentially eliminated through consumer self-service apps. Our study shows a 4% average reduction of lost Wi-Fi password customer service calls.

5x reduction in repeated truck rolls

Truck rolls and repeat service visits are costly. North American figures suggest the industry average cost for a truck roll is US $125-$150 per service appointment, making it one of the biggest expenses for ISPs. This is why proper tooling for service technicians is vital.

Upon deployment of the technician app, the repeated truck rolls have the potential to decrease from 16% to 3%. This app verifies the state of their devices, QoS, and connectivity level. It also allows the technician to select an optimal location to install a Wi-Fi network extender if found necessary.

 

 

Resolve customer frustrations and reduce repeat calls and truck rolls

In an earlier blog post, we discussed how ASSIA is in a unique position to study millions of consumer internet connections across the US, Canada, and Europe. We are capable of measuring several lines in vendors’ networks, monitoring their single APs, and determining which customers could benefit from multi-AP hardware.

 

 

ASSIA has seen poor coverage an issue impacting 15 – 35% of end users. With CloudCheck’s analysis and recommendations, ISPs can detect network symptoms and proactively resolve the network issues through channel changing, band steering, and roaming, as well as recommending when coverage can be improved by adding APs then providing the tools for the end user to self-install placing extender at the best place to deliver improved service.

 

 

The bottom line

Customer loyalty and retention can make or break organizations – and ISPs are no exception. So, when it comes to customer experience, it makes good business sense to focus on the quality of network services. Fewer truck rolls, less frequent and shorter customer service calls, and upsell opportunities that enhance experiences benefit both ISPs and their customers.

Do you want to learn how much your business could decrease operational expenses and improve customer experiences? Click here to contact us! 

DZS to Acquire Consumer Experience, Service Assurance Software Portfolio from ASSIA

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