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How to Turn Customer WiFi Frustrations into WiFi Joy

Customers are happier when their Service Provider knows what they want and tailor their service accordingly.  It’s easier than you might think to make that happen, specifically when it comes to their in-home WiFi experience.

Let’s face it, the feelings customers associate with calling tech support are rarely positive. Their networking issues only grow more frustrating when a customer service call goes poorly. Service providers are not only responsible for maintaining their home network performance, but also addressing their concerns to improve their customer experience. By prioritizing customer service, you can build brand loyalty and reduce churn. The concept seems simple, but modern Wi-Fi networking is far from simple and requires contemporary and intuitive solutions. Managed Wi-Fi services offer personalized solutions for your subscribers and service providers like yourself, creating a cohesive networking experience that results in amazing customer service ratings and happier customers.

The Cost of Poor Customer Service

Wi-Fi networking issues can arise for any number of reasons and are often discovered by customers when their connection is interrupted. We’ve all experienced Wi-Fi performance issues, like when the video we’re streaming suddenly starts buffering endlessly or we’re unable to browse the web only to see that our router isn’t online or the 5G band isn’t working. Networking issues happen. What really defines a great customer experience is HOW you respond to these issues. 

01

Having to call multiple times for same problem – having to contact a company multiple times for the same issue.

02

Having to speak to multiple agents – having to speak with multiple agents and to start the service process over every time.

03

Long hold times – being kept on hold for long periods of time or not getting the results they need on the first try.

04

Rep can’t answer my question – inexperienced representatives having difficulty providing assistance.

05

Lack of Online Support – the absence of online self-serve support.

Ultimately, when your customers are unhappy, you risk losing their business in addition to potential new subscribers who are deterred by the negative company feedback across social media or other review forums.

The Significance of WiFi Performance

Wi-Fi experience is a major component of customer satisfaction.  One of the primary issues with most customer service experiences is that performance issues are addressed after the customer has been negatively impacted by an issue. In order to improve customer service experiences, you need to shift gears from reactive solutions to proactive solutions. Optim Managed Service Assurance Platform allows you to engage in proactive solutions and offers advanced tools for fast and effective solutions. Optim offers you with customer relationship management (CRM) tools that are designed with your customer in mind. Optim’s CRM tools can help you address key home networking areas that have a large impact on the customer’s service experience, such as:

The Significance of WiFi Performance

Wi-Fi experience is a major component of customer satisfaction.  One of the primary issues with most customer service experiences is that performance issues are addressed after the customer has been negatively impacted by an issue. In order to improve customer service experiences, you need to shift gears from reactive solutions to proactive solutions. Optim Managed Service Assurance Platform allows you to engage in proactive solutions and offers advanced tools for fast and effective solutions. Optim offers you with customer relationship management (CRM) tools that are designed with your customer in mind. Optim’s CRM tools can help you address key home networking areas that have a large impact on the customer’s service experience, such as:

  1. Proactive Self-healing & Network Optimization – Optim applies artificial intelligence and machine learning to monitor and manage your customer’s home network to proactively identify and resolve potential networking problems before they reach the customer. As a result, service providers using Optim’s optimization tools can expect cost benefits such as a 50% reduction in support calls, up to 19% fewer truck rolls, improved overall network performance, and highly efficient troubleshooting capabilities.
  2. Empower Your Customers & Increase their Satisfaction – Optim provides user-friendly tools that allow your subscribers to take a self-serve approach to monitoring and managing their home network as well as highly intelligent tools that proactively automate their network’s performance using Smartsteering and WAN Speed Testing tools for those customers who are less interested in digging into their home network settings.
  3. Customer Insights for Proactive Action – Optim uses advanced, insightful cloud-based analytics to gather and process data from all core network elements and endpoint devices, allowing you to proactively use that information to make responsible, informed business decisions that will benefit your customer now and in the future. Optim’s reporting can include geographical, SSID type, and network-based reporting filters for fully customized data, both current and historical. Imagine being able to identify a customer that is at risk of churning before they actually call.  Optim reporting can help to highlight the usage behaviors of high risk customers so you can proactively market to them.
  4. Advanced Security Protection – Your subscribers are acutely aware of the potential security threats that can have a devastating impact on their privacy. By providing your subscribers with an all-in-one solution that includes advanced security solutions, you can proactively demonstrate that you’re invested in their security concerns. Actiontec has partnered with world-renowned cyber security experts F-Secure to integrate an all-encompassing security solution into our Optim cloud-based platform. Through parental controls, IoT device security, and modular and configurable solutions, you can provide your customers with complete peace of mind and worry-free WiFi.

With a greater focus on customer experience you can expect happier customers who express their delight on referrals, are less likely to switch providers, become raving fans of your new service which results in higher revenues that will make your boss proud. Optim offers an improved customer experience by providing friendly tools for your customers that optimize their WiFi experience and while remaining connected to you throughout the experience.  Optim Managed WiFi helps to bridge the gap that you may feel between yourself and your customers’ WiFi network when troubleshooting and resolving WiFi issues.

Optim Managed Service Assurance Platform has been deployed by Tier One Service Providers to over 5 million customer homes. To learn more in-depth details about how Optim supports you and your customers, contact us today.

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