Communication Tools: Better CX and a Competitive Edge for Broadband Providers

"Broadband service providers (BSPs) that learn to harness customer communication tools - particularly those integrated with subscriber management and billing platforms - will improve their customer experience (CX) and earn a competitive advantage. While standalone communication tools are plentiful, their effectiveness is limited without proper integration into billing and subscriber management platforms. Integrated systems help providers leverage account data, service information, payment history, service orders, and other details to create targeted, relevant communications."

"Account notifications keep customers informed about account changes, support marketing efforts, and help ensure regulatory compliance. These communications are easily targeted, allowing BSPs to reach specific customer segments with the right messages at the right time. Service order communications enhance CX throughout the subscriber lifecycle. Rather than relying on manual processes that require staff to remember to send updates, automated order notifications are triggered based on specific milestones in the service delivery process: initial site surveys, construction information, service availability, installation scheduling, and so on."

"Providing fast, reliable internet service is an operational necessity for the broadband industry. What differentiates successful broadband providers is their ability to build relationships with subscribers through strategic communication. Payment notifications impact BSP operations by encouraging timely payments and addressing issues before they escalate. Beyond traditional autopay reminders, sophisticated systems can send payment due notifications to manual payment customers and immediately alert subscribers when automated payments fail."

Fast, reliable internet service is an operational necessity for the broadband industry. Strategic customer communication differentiates successful providers by building subscriber relationships. Integration of communication tools with subscriber management and billing platforms enables use of account data, service information, payment history, and service orders to deliver targeted, relevant messages. Account notifications inform customers of changes, support marketing, and ensure regulatory compliance while enabling precise segmentation. Automated service order communications update subscribers at milestones like site surveys, construction, availability, and installation, improving the subscriber lifecycle. Payment notifications encourage timely payments and alert customers to failed automated charges. Prompt outage notifications increase perceived provider value during interruptions.

Read at Telecompetitor