ISP GAINS VALUABLE FEEDBACK WITH POST-SERVICE SURVEY

Surveys are a popular vehicle for a business to gain insight into customer satisfaction, identify service issues, and measure corrective efforts, if needed. One ISP customer of PerfTech’s in-browser messaging platform has been using a survey for several years to gain subscriber feedback after all new customer installations. Recently, this ISP added another survey-based use case: it now asks for feedback after each home service appointment.

A brief, in-browser message asks the subscriber to take the survey to which the subscriber can respond: Close, No Thanks, Remind Me Later, or Yes. Choosing Yes causes the message to expand to display seven follow-on questions, at the conclusion of which the subscriber may choose to Submit Survey. Those who select No Thanks or Submit Survey do not receive the message ever again; if the subscriber selects Close or Remind Me Later, or if the message is closed passively due to browsing, the message redisplays following a configurable interval. The campaign is scheduled to run on an ongoing basis. Read more ...

PERFTECH TO CONFERENCES IN APRIL 2019

APRIL 3-5: CHARLESTON, SC: BMMA
Attending: Jane Christ, SVP Sales
PerfTech, a longtime sponsor of BMMA, will partner with vendor Open Vault to present a case study on “Growing ARPU through Tier Migration” based on data from a mutual ISP customer.

APRIL 30, MAY 1-2: NASHVILLE, TN: CETS
Attending: Rich Skowronski, VP North American Sales
Rich will present on the most recently trending in-browser use-case, that of “good news” and loyalty messaging. PerfTech will sponsor an evening event as well.

QUICK STATS: LATE-BILL ALERT GETS ACCOUNT-HOLDER ATTENTION

An in-browser message targeted to a subscriber account will display on the first connected device that actively browses.  For many outreach messages from the ISP, especially regarding usage, upgrades, or billing, it’s important to reach the account holder.  One way to find them is to simply ask!  One of PerfTech’s ISP customers did just that, beginning a late-bill message with “Are you the account holder?” and including “Yes” and “No” response options.  If the busy viewer bypasses the message by browsing to another tab or closing the current tab without responding, the message is redelivered at the next opportunity.

 PerfTech followed the campaign for 3 months, beginning in December of 2018, with these results: Read more…

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.