Broadband
Broadband is changing the world in which we live. The multi-service pipe to the home is here now and is being rapidly adopted. Worldwide there are around a million new broadband subscriptions every week. Once connected, people are demanding new online services. This is fuelling relentless growth in the opportunity for providers to deliver both the broadband connection and a rich variety of services over that connection.But delivery is not always straightforward.
- Subscribers often need help using these new technologies
- Services can be hard to set up and install, driving subscribers to technical support
- Huge burden on customer service as a result of increased faults frequency
- Flexible service delivery requires remote device management
As result, service providers rightly have concerns that the value of increased ARPU may be diluted by reduced customer satisfaction, increased churn or rising costs.
How do service providers maximize the opportunity whilst ensuring that they do not become encumbered by the technical support burden?
The answer lies in a planned, strategic response. By understanding the business impact of the technology deployed and building in appropriate support from the beginning, providers can make sure there are no surprises.
SupportSoft has developed a wide range of support solutions for the service provider. These leverage SupportSoft's deep telecommunications industry expertise and patented technologies.
Some of the more common industry issues and their solutions can be found below.
Activate your multiplay customer experience
Multiplay is the new business model for Service Providers. But with the new revenue opportunities come many challenges:
- Increased costs of service installation and configuration
- Rising maintenance costs
- Risk that returns on substantial infrastructure investments do not materialize
Automated control of home devices is the industry’s current solution. With these solutions the Service Provider can achieve much more. But the customer experience can remain fragmented. This webinar will show how remote CPE management, when integrated into a suite of business tools, enables service providers to manage the customer experience not just the device.
By attending you this webinar you will learn:
- How to get customers started
- How to keep customers connected
- How to enhance the customer experience
- What the benefits are – to consumers and service providers
