Meeting Customers Where They Are: The CX Imperative for Broadband Providers

"The Shift: Customers Want to Tap, Not Talk While there will always be a place for a phone call, more customers are migrating to digital channels. In fact, 91% of consumers want to receive texts from brands. Two-way interactive texting has evolved from a convenience to an expectation. It's instant, familiar, and frictionless - the single most dominant form of communication today."

"Trust Fuels Adoption Digital tool deployment isn't enough. It isn't the technology, it's the results! Building subscriber trust and awareness is where providers win or lose. Customers must know the options exist and believe those options are secure, reliable, and responsive. When subscribers understand that text messages aren't spam, but personalized service updates about billing, appointments, or outages, they engage more often and with higher satisfaction."

"Integrations Improve Insight Every interaction tells a story - are you listening? By consolidating text, email, chat, and social media into a single, intelligent workflow, providers gain real-time visibility into the full customer journey. GOCare's integrated customer experience (CX) solutions make that possible, giving teams the ability to respond faster, resolve smarter, and recognize trends before they become issues. It's operational efficiency that doubles as relationship intelligence."

Customers now prioritize simplicity over raw speed when choosing broadband providers. A strong preference for digital channels has emerged, with 91% of consumers wanting to receive texts from brands and two-way interactive texting becoming an expectation. Providers that promote digital channels migrate half or more inbound interactions to digital and achieve higher customer satisfaction. Subscriber trust and awareness are essential; customers must view texts as secure, personalized service updates rather than spam. Consolidating text, email, chat, and social media into a unified workflow provides real-time journey visibility, faster responses, smarter resolutions, and trend recognition. Proactive messaging prevents calls, builds loyalty, and reduces costs.

Read at Telecompetitor