In an exercise to determine the effectiveness of PerfTech’s in-browser messaging capabilities, a major ISP customer recently conducted a controlled test in 2 of its markets to determine which type of notification method generated the fewer number of support calls. They conducted the tests using 2 sets of content criteria:
Content 1: a maintenance-related upgrade notification
Content 2: the ISP’s top 10 support-call drivers related to a variety of service issues
Calls were monitored across a 4-day window for both sets of content, across the 2 markets, with results as follows: Read more …
Late last year, a regional ISP began a program of monitoring data usage across their network, and using in-browser messaging to alert those subscribers who reached usage thresholds, specifically at 75%, 85%, 95%, and 100%. Implementing this model helped the ISP not only to understand how data traffic was affecting various parts of the network, but also to identify heavy users and encourage migration to the appropriate data plans for best performance.
PerfTech followed the new campaign for the first 3 months. Note that results below omit the data from the 95% threshold, as frequently the time between reaching 95% and 100% were so close, that the subscriber essentially “skipped” the 95% alert and was added to the 100% alert list. Read more ...
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 ...
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…
