How BSPs Can Make Service Excellence Their Key Differentiator

Broadband service provider (BSP) support leaders have seen their function change dramatically, thanks to the combination of ever-higher subscriber expectations and new levels of competition. Today, support goes beyond fielding inbound calls and handling trouble tickets. Innovative support teams leverage data-driven insights to proactively engage with subscribers, providing a superior service experience that increases satisfaction and loyalty.

For many rural BSPs, service excellence has become their key differentiator, the “secret sauce” in an exceptional subscriber experience. And, with 50 percent of consumers reporting they will switch to a competitor after just one bad support experience, the stakes could not be higher. That is precisely why we have evolved the value proposition of Calix Support Cloud to become Calix Service Cloud (Service Cloud).

Innovating To Deliver Service Excellence

Building on robust capabilities developed over the years since 2017, Service Cloud gives BSPs new ways to provide highly personalized customer service that contributes to business growth. As a key component of the end-to-end Calix platform, Service Cloud enables support teams to launch, support, and scale managed services to grow markets, including single-family homes (SmartHome™), community and government (SmartTown™), business (SmartBiz™), and, in the future, multi-dwelling units (SmartMDU^™).

Last month we released the latest version of Service Cloud, with advancements that give BSP support teams:

• Expanded visibility and simplified real-time insights at the ONT level. Support teams can address service problems and specific subscriber issues faster than ever, increasing subscriber satisfaction. This increased visibility and access to unprecedented information also enables support teams to reduce escalations to operations, simplifying the troubleshooting process and increasing efficiency.*
  
  
• More ways to drive self-service support using the customizable CommandIQ^® mobile app. Leveraging new email functionality in Service Cloud, CSRs can quickly send subscribers the mobile app download link—making it easy to set up and personalize the app and take greater control over their home experience.

Calix continues to develop new Service Cloud capabilities to help support teams personalize the experience and deliver service excellence. For instance, with the recently announced Calix Field Service App, BSP field teams will have the immense power of Calix Cloud^® right in their pocket. Transformed into brand ambassadors, field techs can leverage personalized subscriber insights to recommend products and improve the subscriber experience. And we’re making it easier for BSPs to give subscribers anywhere, anytime access to support with the announcement of our insights-driven chat capability. By expanding their support options, BSPs can meet subscribers where they are, allowing them to use their preferred channels. Accessed through the BSP’s website or the CommandIQ mobile app, chat provides an intelligent, tailored, and convenient service experience for subscribers. It also allows BSPs to automate routine support tasks, efficiently scaling the service experience.

Taking Giant Steps Higher for Subscribers

We continue to innovate Service Cloud—and the entire Calix broadband platform—so our BSP partners can provide a highly personalized service experience that increases subscriber satisfaction, builds loyalty, and reduces churn. At the same time, Service Cloud delivers even greater levels of intelligence and automation that enable BSPs to optimize their service operations with faster resolution, lower truck rolls, and fewer repeat calls. The evolution of Service Cloud is one more way we’re helping BSPs take giant steps higher for their subscribers and their communities.

Learn how you can build a subscriber-focused business. Watch the replay of Calix Chief Customer Officer John Durocher’s ConneXions 2023 presentation, “How We Serve You.”

*Requires Calix Operations Cloud