GLDS

Customer Self-Care

Serve your customers when they want, how they want.

Customer service is the most significant “on-demand” product you can offer your subscribers.  Staffing a 24-hour call center can be costly, regardless of your market, and yet subscribers want to talk to you when they want, how they want.  In a culture that would rather “text” or communicate on social networking platforms than pick up a phone, communicating with a subscriber the way they want to  communicate  with you is essential.  To meet this need, GLDS is pleased to offer several e-commerce and customer self-care options.

Web-based self-care from CableAnytime for WinCable  allows subscribers to manage their account anytime, day or night, without having to wait in a call queue to talk with someone about paying their bill, or reviewing call detail records.  Your customer wants to add HBO at 3:00 in the morning?  No problem!  While CableAnytime allows subscribers to upgrade, we suggest they call you if they want to downgrade.

Subscribers who are more comfortable managing their account by phone have the option of talking with a live person, or using our automated Audio Response Unit to perform account functions like retrieving their account balance and paying their bill using a credit card.   Subscribers can also order PPV and can even refresh all boxes on their account.  Hidden menus offer even more by allowing technicians to close their work orders by phone.

Regardless of the method used, customers get the help they want when they want it, and how they want it with customer self-care options from GLDS.