6 ways to avoid more calls to customer services when introducing a new Wi-Fi solution
by Bo Söderberg
Introducing additional products, services, and solutions for your customers, that improve the user experience, can be a great way for CSPs to strengthen their offer and create new revenue streams. Wi-Fi mesh is one example of such a solution. However, some may hesitate to do so, as it is well known that new solutions can also create new user problems, causing added pressure on the customer service department. So, what is the best way of introducing a new Wi-Fi mesh solution, without the risk of overloading you customer service call center?
When developing your offering by adding Wi-Fi solutions, such as Wi-Fi mesh, the first thing to make sure is that it’s a managed solution, meaning that that you – the operator – are able to remotely control it. If you can’t control provisioning of the solution, your customers are left to deploy the solution themselves, and without the know-how, things are bound to go wrong. This in turn causes more calls to the customer service department, and if worse comes to worst, a technician might have to be sent to the customer’s home to help the customer, adding further cost.
Easy installment – plug and play
Everything obviously can’t be done remotely. For example, when customers receive the equipment, they need to physically set it up inside their homes. This is, however, easier said than done. Instructions are sometimes hard to follow and written in a more complicated way than necessary, meaning that many customers turn to customer services for help. Installation and instructions must therefore be easy and should preferably just be a matter of “plug and play”. The setup process also involves the placement of the equipment – meaning that the customer also needs good instructions for this part of the deployment.
When the solution is deployed, and the customer is able to use the Internet trouble-free, things are all fine and dandy, right? Well, not quite. To secure a great customer experience over time, the operator needs to continuously provide additional value to the customer, meaning that the solution needs to be upgraded every now and then. Upgrades can, for example, be a matter of adding features, improvements, security updates and so on. If this is not done, the solution won’t keep up with the constant developments of the smart home, and users will soon turn to customer services with complaints about their Wi-Fi mesh not being up to par. With a managed solution maintenance is easy. The end customer doesn’t need to do anything, since the CSP is in control of the solution. However, updates need to be well tested before they are pushed out to the users. If there are bugs in the software updates, customers might experience that their Wi-Fi connection isn’t working as well as it used to – meaning more complaints.
A way of avoiding dissatisfied customers is to act proactively. This can, for example, mean that operator receives notifications from the managed Wi-Fi mesh solution if there is something wrong with the Wi-Fi connection in a certain customer’s home. The operator can then call the customer and tell them what needs to be done to solve the problem before the customer has even noticed the problem. Another way of proactively supporting the customer is through AI and real-time optimization. The AI can, for example, detect if neighbors are using the same Wi-Fi channel, which could cause disturbances, and automatically change the customer’s Wi-Fi channel without them knowing it. AI can also provide the customer with notifications if there is anything they need to do to improve their Wi-Fi quality.
One of the best ways of reducing pressure on customer services is to create ways of letting the customer take care their problems themselves. Instead of calling in, customers can use chatbots, web portals, smart phone apps and so on, for troubleshooting. By applying AI and automation services that recognizes the customer’s problem, it can often be solved without involving a customer service agent.
Your customer may be happy with their current solution. However, in order to keep them happy long-term, they need to upgrade to the latest Wi-Fi standards. By receiving information from the managed solution, the operator can make suggestions about how to optimize user experience. For example, if the operator is notified that there’s a high number of users in a household, they can suggest that the customer upgrades for more bandwidth. Knowing what is going on inside the Wi-Fi network provides an opportunity to promote other upgrades and offers. In the long run, this also means less calls to the customer service department since the customer would ultimately get tired of a low–quality W-Fi experience and complain to the CSP.
Learn more about Seliro’s managed services here or download our guide – “How managed Wi-Fi solutions can increase customer value and grow your business” – below. Feel free to contact us with any questions.
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