| Once subscribers are online with your service, your challenge is to keep them satisfied and not lose them to the competition. Dissatisfied subscribers churn, and churn destroys a service provider's bottom line. In addition to churn, recurring support calls from established subscribers are one of the leading causes of diminished profits. For this reason, Digital Service Providers (DSPs) need a way to cost effectively care for and retain subscribers once they are online. Improving subscriber satisfaction increases subscriber loyalty, which is critical to the service provider’s ability to sell value-added services that drive profits.
 Reduce Technical Support Costs
Our "Step 2" solutions reduce technical support time spent on both phone support and on-site truck rolls, reducing overall support costs. This reduces subscriber frustration and reduces churn, and allows the service provider to direct profit toward providing new services and acquiring new subscribers, as opposed to merely maintaining existing users.
Superior Subscriber Experience via Self-Care Support
Recent surveys have reported that over 30% of subscribers say that quality of service is the most important issue for them today. Improving subscriber experience can therefore give you the competitive edge. Customer Self Repair & Diagnostics Product Suite ensures that your subscribers enjoy the best possible support experience with your service. By offering a friendly and appropriate "voice" for your company, Customer Self Repair & Diagnostics Product Suite positively reinforces your service brand as intuitive, credible, and trustworthy. Not only does this reduce installation-related subscriber frustration and churn, it also improves your ability to sell subscribers value-added services later.
With these solutions service providers can:
- Empower subscribers to help themselves without contacting the help desk
- Improve the efficiency of every technical support transaction
- Increase customer satisfaction, lower churn rates, and retain more revenue per subscriber by automating data gathering and analysis processes
- Scale the existing CSR base to new productivity levels with better management tools.
Our "Step 2" solutions include:
- Automated Self Repair Our Self Repair technologies and solutions automatically resolve subscriber desktop configuration issues without the need for the subscriber to contact the help desk. Desktop issues are easily identified and quickly resolved with the simple click of a button!
- Service Diagnostics & Resolutions
Our diagnostic technologies reduce the “Cannot Connect” support call drivers by identifying and pin-pointing problems with the broadband connection and service. Once a problem is identified, our solutions that display guided resolutions to the subscriber enable them to self-troubleshoot and Self Repair these issues without the need to contact the help desk.
- CSR Interface
Our CSR Interface (trouble ticket reports) puts subscriber configuration and diagnostic data directly in front of the help desk technician. This interface will direct the subscriber on how to contact technical support for assistance and clearly identifies issues to the technician, drastically reducing call resolution time.
- Remote Repair
Our solutions offer the capability for help desk technicians to remotely repair the subscriber’s desktop. This eliminates the need for subscriber to follow complex support instructions and allows the technician to perform the repair for them, thus further reduces call resolution time.
- Direct to Desktop Messaging
Direct-to-desktop messaging and software updates reduce support costs through proactive communication with subscribers. These technologies provide an effective way to notify subscribers of service outages, service changes, or other service or emergency issues.
- Direct-to-Desktop Software Updates
Enables service providers to send dynamic software updates and fixes to subscribers, keeping the CPE up to date.
Speeds Digital Services to Market
Customer Self Repair & Diagnostics Product Suite empowers digital service providers to include management and support for new IP-based digital services before they are rolled out. As new services are deployed, digital service providers need no longer react to call volume spikes. Instead, with Customer Self Repair & Diagnostics Product Suite, digital service providers can more effectively and quickly manage and support new digital service roll-outs.
Reinforces Brand on the Desktop
In the commoditized broadband market, subscribers commonly forget about their service provider after installation and therefore feel no loyalty to the service. Cost-effectively branding subscriber-care solutions is the most efficient way to reinforce brand recognition and provider/customer relationship, thus reducing churn. A positive subscriber experience is crucial to ongoing profits. That’s why we’ve engineered all Step 2 solutions to be completely brandable with the look and feel of the service provider.
|
Solutions
