3 Ways You Can Delight Subscribers From Your First Touchpoint
In today’s market, consumers are seeking personalized experiences more than ever. A recent McKinsey study found that 71% of consumers expect brands to tailor their interactions. For businesses that succeed in this, the rewards are substantial—78% of respondents indicated they would become repeat customers and refer friends and family.
As a broadband service provider (BSP), you can tailor offers to meet your subscribers’ unique needs—from families with young children to gamers with insatiable bandwidth demands. And now, you can personalize the subscriber experience from the first touchpoint of installation.
Personalize the Experience From Day One
Meet subscribers where they are—and build loyalty from day one—with three residential Wi-Fi installation options:
- Do-it-yourself subscriber self-installation with the CommandIQ® subscriber app.
- Assisted subscriber self-installation with remote BSP support using Calix Cloud®.
- Field technician onsite visits fully optimized by the Calix Field Service App.
The new Field Service App, integrated with Calix Cloud, acts as a mobile command center, enabling every field technician to deliver a white-glove service experience seamlessly. Guided workflows make it easy to install the full range of GigaSpire® systems and a growing array of Calix SmartHome™ managed services.
3 Ways Field Techs Can Drive Subscriber Satisfaction
The Field Service App streamlines installation processes, helping field teams boost efficiency while ensuring quality from the start. It also delivers much more than productivity gains. With the app, your field technicians become brand ambassadors, adding value and ensuring subscriber satisfaction at every step of the initial on-site visit.
Here are three ways your field techs can deliver a better subscriber experience:
- Validate the home Wi-Fi experience to meet and exceed expectations. Field teams can run speed tests (up to 10 Gbps) throughout the residence to identify any weak areas and optimize the placement of GigaSpire systems, devices, and connected cameras like Arlo Secure. You can give subscribers reliable, high-quality connectivity from the family room to the farmyard—while assuring their networks and devices perform as promised.
- Empower subscribers with self-service capabilities. While onsite, techs can help subscribers download and set up the CommandIQ app for self-service. The tech can also show subscribers how to reset Wi-Fi passwords/SSIDs and run speed tests. CommandIQ helps subscribers get the most out of their connected home experience, increasing satisfaction while reducing inbound support calls and unnecessary truck rolls.
- Deliver greater value and grow ARPU with personalized recommendations. Because the Field Service App is integrated with Calix Cloud, subscriber insights are readily available for field teams. With these insights and those gained onsite, technicians can make recommendations to personalize and enhance the experience. For instance, if a family has purchased ExperienceIQ®, the tech can suggest adding Bark to keep kids safe from cyberbullying and other digital dangers. For homes with outdoor areas, technicians can easily extend the Wi-Fi experience to the pool, patio, or beyond with rugged satellite mesh solutions. By meeting individual subscriber needs, you can deliver greater value and grow average revenue per user (ARPU) from the beginning.
Enhancing the subscriber experience from day one is crucial for building loyalty and driving value. By equipping field technicians with the right tools, you can ensure flawless installations and offer personalized recommendations that resonate with customers. Delivering service excellence and differentiating with managed services will help you stand out in a competitive broadband market, fostering stronger, long-term relationships with subscribers.
Download the solution brief to learn how the Field Service App can help you deliver a better subscriber experience from the start.
Related Articles
