Subscriber churn continues being one of the biggest revenue devourers in the telecom industry, with most reported churn reasons being CX-related. A research by TechSee revealed that nearly 40% of churned subscribers cite poor customer service as their primary reason, while the American Customer Satisfaction Index (ACSI) ranks CSPs as dead last in customer satisfaction.
In addition does Silent Churn (churn with unknown reason and without previous indication) come in particularly frustrating, as it doesn’t leave the provider with any chance for remediation.
Numbers and trends that raise serious concerns for CSPs on how to improve subscriber CX and with it increase customer retention.
Subscribers’ network usage and performance data is an incredibly valuable resource for CSPs, but to this day mostly untouched. By tapping into its potential, CSPs gain invaluable visibility and knowledge about their subscribers’ real-time and non real-time internet experiences, and gain a better idea of their level of satisfaction with provided services.
With locally gathered and cloud-based data that is immediately translated into intuitive dashboards, CSPs receive unparalleled and highly valuable insights into their subscribers’ experiences within the context of each specific internet session and the overall experience of each home at every moment and over time. Knowing when and why a subscriber is suffering from a poor quality of experience puts the ball back into the CSP’s ballpark, providing all necessary tools for proactive outreach and a customer experience that is remarkable.
Our eBook provides a quick and dirty look into the countless benefits of unleashing the power of data for improved customer experience management.