How We're Advancing Our Support Organization, One Stage at a Time

GoNetspeed is a high-speed fiber internet provider serving residential and business customers and rapidly expanding throughout nine states, including New York. With a legacy of innovation and a commitment to customer service, GoNetspeed continues to deliver more fiber, more access, more speed, and better reliability to hundreds of communities throughout the Northeastern United States.
 

Today, our exceptional experience, based on managed services and outstanding support, sets us apart in increasingly competitive broadband markets. With the robust support of the Calix Broadband Platform and Calix SmartLife™ managed services, we offer more than just fast speeds. We provide subscribers services with services they want and value—like managed Wi-Fi, home network cybersecurity, advanced parental controls, and connected camera-based security. Moreover, we deliver local, personalized service and support that Tier 1 providers simply cannot match.

Evolving To Deliver Service Excellence

Over the past decade, our support capabilities have significantly evolved. We embraced Calix Service Cloud, which equips us with the data-driven network intelligence and subscriber insights necessary to provide exceptional support—especially proactive care. The Unlimited Subscriber GigaSpire® systems ensure a reliable, consistent Wi-Fi experience with simpler management. Plus, over 90 percent of our subscribers utilize the CommandIQ® mobile app for self-service, which has helped us reduce inbound support calls and unnecessary truck rolls.
 

Our commitment to delivering service excellence is unwavering. We are constantly striving to improve, with the ultimate goal of all our support teams working in unison. For instance, operating at Stage 5 of Calix’s service and support continuum.
 

We’ve identified three key considerations to help us advance from Stage 3 to 5 in the future:

1. Increase automation to become more proactive. We’re looking at implementing Calix Operations Cloud for greater insights into network-level issues that impact the subscriber experience, which can be leveraged by our support teams as well as our operations teams. Automated alarms and customized notifications would help us quickly identify, diagnose, and repair these issues, even proactively.
   
   
2. Transition to omnichannel support. Our goal is to support subscribers in the way that works best for them. Our GoNetspeed Smart Home app (leveraging CommandIQ) allows subscribers to handle basic tasks like changing passwords, checking connectivity, and running speed tests. We’re considering chat assistance to streamline tech support and provide subscribers with faster responses to billing queries. AI-powered chatbots can help facilitate and tailor support conversations, enabling us to resolve problems faster.
   
   
3. Expand key performance indicator (KPI) tracking and reporting. We already track several key KPIs, but we want to become even more programmatic. This will help us better understand where and how to improve processes, helping us become even more efficient while elevating the subscriber experience.

GoNetspeed is committed to aligning our organization around experience. We’re all ambassadors, which helps us provide a consistently positive experience. Subscribers appreciate it—and it’s one reason we maintain a Net Promoter Score℠ (NPS^®) in the 80s.
 

As we strive to achieve even greater service excellence, we’re grateful to have Calix as our partner.
 

Ready to deliver service excellence? Download the Calix eBook “Gain Competitive Advantage: Make Service Excellence Your Differentiator.”

Net Promoter^®, NPS^®, NPS Prism^®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.