3 Ways Your Support Team Can Drive a Memorable End-to-End Subscriber Experience

For broadband experience providers (BXPs), every touchpoint—installation, troubleshooting, and ongoing support—represents an opportunity to win your subscribers’ hearts. How can your team build trust with every interaction, anticipate issues, resolve problems, and optimize the subscriber experience?
 

The key is transforming customer support from a cost center into a powerful driver of experience.
 

How Customer Support Can Deliver an End-to-End Subscriber Experience

Mastering the subscriber experience doesn’t just reduce churn; it builds loyalty, stands out in a competitive market, and creates lasting value. Here are three ways to deliver impactful subscriber experiences in your evolutionary journey to BXP.
 

1. Validate the Subscriber Experience From Day One

A flawless installation—whether self, assisted, or onsite—lays the foundation for a great service experience. For self-installation, subscribers can self-test their connection with the CommandIQ® app for residential subscribers and the CommandWorx™ app for small businesses.
 

For onsite or assisted installations, field technicians of any proficiency can ensure a high-quality and efficient experience for residential subscribers, small businesses, and multi-dwelling units (MDUs) tenants by using the Calix Field Service App. The mobile app’s cloud integration enables real-time insights, providing field technicians with visibility across subscribers, systems, and services. This enables field techs to easily identify and resolve issues right on the spot, as well as offer personalized recommendations to drive satisfaction from the outset. Additionally, the Field Service App enables speed testing to Calix GigaSpire® and optical network terminal (ONT) systems, as well as throughout the residential area (indoor or outdoor) to validate the service experience and optimize network performance.

Norvado is one BXP that has enthusiastically embraced the Field Service App, equipping technicians to deliver a consistent, high-quality experience from the first interaction. This has helped Norvado maintain an impressive +91 Net Promoter ScoreSM (NPS®) for service and support.
 

2. Deliver Exceptional Support Throughout the Service Journey

Subscribers expect a seamless service experience with fast resolution of any issues. With Calix Service Cloud®, support teams can measure the subscriber experience with speed and latency testing to understand quality of service.
 

For instance, using Calix Speed and Performance Insights, teams can quickly identify subscribers who may be suffering in silence due to poor network performance—like not receiving their 5 Gigabit plus service tier—that could lead to churn. With speed and latency testing that spans Calix GigaSpire and ONT systems, as well as certified third-party systems, BXPs have the testing framework to assure the broadband experience for every subscriber and Calix SmartLife™ managed services.
 

BXPs like Stupp Fiber use these capabilities to stand out amid rising competition. Testing speeds up to 6 Gbps and leveraging network monitoring to proactively resolve issues, Stupp Fiber ensures exceptional subscriber experiences—reflected in their exceptional +94 NPS.
 

3. Assure the Broadband Experience With Proactive Testing and Data Driven Insights

Trust isn’t just about fixing problems; it’s about giving subscribers confidence in their experience. By leveraging insights from speed and latency testing in Service Cloud reporting dashboards, BXPs can identify patterns in service performance and provide proactive support that improves the subscriber experience.
 

Additionally, these dashboards can provide insights about network performance to proactively solve issues prior to FCC testing—helping ensure optimal testing results for funding reporting and compliance. If you need support navigating FCC testing and reporting, Calix Success is here to help with the Calix Broadband Performance Testing service that provides expertise in establishing the testing framework, setup, and reporting for funding compliance.
 

Service excellence is about fine-tuning every step of the subscriber journey. Make every interaction an opportunity to strengthen relationships and drive lasting subscriber satisfaction.
 

Learn how you can assure the broadband experience at every step of the service journey. Download our eBook, “How To Assure the Broadband Experience for Your Subscribers.”
 

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.