MAKE SOMEONE HAPPY (YOUR SUBSCRIBER)

LOYALTY PERKS MAKE FOR A GOOD CUSTOMER EXPERIENCE

From September 2018 to January 2019, one of PerfTech’s large ISP customers launched a series of short-run message campaigns designed both to reward and please their subscribers. A total of 14 loyalty message campaigns, each delivered during time windows of 4 to 12 days, were staggered during approximately 5 months. The content of the messages varied, but generally announced a free promotional offering through the end of the year of a channel or service, such as Disney or HBO, or a free permanent inclusion of something new, such as the Tennis Channel. Subscribers were under no obligation to respond to the informational messages, as the perks were automatic, but could click a “Got it” button to confirm receipt. Results were as follows:

Total “loyalty-perk” messages delivered: 5,899.050
Total unique subscribers who received them: 2,079,641
Percentage who clicked “Got it”: 11.93%

While a more detailed response was not measurable, the ISP reported that many remarks of appreciation were expressed to customer support, and observed that building up good will with the subscriber is always a valuable thing, helping make future interactions smooth and fostering loyalty.

PERFTECH OFF TO TRADE SHOWS IN FEBRUARY

Meet with PerfTech executives attending these two upcoming 2019 conferences:

FEBRUARY 18-21: SAN FRANCISCO: MAAWG
Attending are Jane Christ and Jonathan Schmidt. PerfTech will host a luncheon on Wednesday the 20th.

FEBRUARY 25-28: BARCELONA: MOBILE WORLD CONGRESS
PerfTech VP of CALA Sales, Richard Phelps, will be on hand and available to chat.
Contact Richard directly at +1-858-354-9393 to set something up.

3-YEAR IMPACT OF HTTPS ON DELIVERY TIMES

MESSAGE DELIVERY TIMES AT 20 HOURS AFTER LAUNCH AFFECTED BY ~4.5%

To better understand the effects that the approaching-saturation level of HTTPS (~90%*) has upon delivery times of in-browser messages, PerfTech looked at delivery statistics over the past three years at two of its larger North American ISP customers. Delivery events, analyzed across all use cases for each ISP for each calendar year, numbered over 46M total at ISP1, and over 19M total at ISP2. Details and results follow. Read more ...

SHORT CAMPAIGN INTRODUCES NEW LOOK TO MONTHLY BILL

One of PerfTech’s ISP customers recently redesigned the look and layout of its monthly bill. In order to avoid any confusion on the part of subscribers, the ISP chose to launch a brief but informative in-browser message campaign. The message contained a short caption and offered two responses: simply a visual “bill” image on which to click for more information, or a close option. The image linked to a FAQ and samples of the bill new design with detailed highlights on important features. Tracking the campaign for its final 12 days yielded these results:

Unique subscribers who received the message: 64,279
Percentage who clicked to view new bill design: 16.5%

While only those interested in seeing the new design clicked on the bill image, we can presume that the in-browser message was an easy solution and effectively prevented any related calls to customer care.

DESPITE HTTPS, PERFTECH REACH IS BARELY AFFECTED

IT TAKES ONLY ONE HTTP REQUEST TO DELIVER A MESSAGE

PerfTech’s messaging platform uses upstream HTTP Internet requests as opportunities to deliver in-browser messages. Over the past 3 years, the frequency of websites using HTTPS has increased by approximately 38%, and sits at 51.8% for the top 1 million most popular sites worldwide as of August, 2018*. While the Google Chrome Transparency Report for North America shows HTTPS use as of December 2018 at higher than 90%**, PerfTech delivery logs show that in-browser message delivery has been impacted only slightly by under 4%, especially looking at a typical 5-day campaign window. To better understand this phenomenon, PerfTech has monitored the same policy of one of our ISP-customers to determine what percentage of targeted subscribers successfully received an intended in-browser message. Read more....