As a cable or broadband provider, your subscribers are your biggest assets – without them, business may quickly decline. Today’s consumers have no qualms about ditching their current cable or broadband provider for an alternative competitor. In fact, 86 percent of consumers will pay more for a better customer experience, despite the fact that only one percent of customers feel that vendors continually meet their needs and expectations, according to a CEI survey.With over-the-top (OTT) competition heating up and an increase in cord-cutting, traditional service providers can’t afford to lose any more customers as a result of poor customer service. According to a Citigroup report, cable TV companies lost 2.02 million video subscribers in 2010 alone, up from 32 percent of the 1.53 million customers they shed a year prior.
While financial issues may be the true cause of leaving, the majority of subscribers ditch their current provider as a result of poor customer service – or issues that can be easily controlled. For example, excessive unplanned downtime, service interruptions, slow or poor problem resolution, and poor product quality – are all contributing factors.
Believe it or not, the key to unlocking great customer service is simply deploying a robust subscriber management system, which helps organize and automate subscriber management processes such as work orders, inspections and preventative maintenance.
Moreover, subscriber management solutions consolidate much of the data customer service representatives need in order to serve a customer on a single overview screen, helping to quickly quell customer issues, drive customer loyalty and improve customer retention.
To learn more about subscriber management solutions, click here.