Leveraging Data to Reduce Customer Support Costs
Internet Service providers (ISPs) are living in a rapidly evolving world with new network standards, competitive over-the-top (OTT) services, and an increasing number of consumer devices connecting to their network. The one constant is that ISPs are fielding support calls and rolling trucks related to consumer devices internet access and performance. ISP support costs are growing proportionally with the complexities that come with “Smart Home” and OTT solutions. So how can ISPs continue to provide tier 1 subscriber support, maintain high NPS, and reduce churn while also reducing their overall support burden?