ONLY 6.6% OF AT-RISK SUBS “NOT INTERESTED” IN LOYALTY OFFER

As an overture to promote loyalty among a group of subscribers deemed potentially at risk, an ISP customer of PerfTech’s in-browser communication platform launched a messaging campaign to reward the group for their continued patronage. The in-browser message included an ISP phone number to call to procure a special loyalty discount offer. In addition to the invitation to phone in, several other action-button options were available, including: Close, Remind Me Later, Acknowledge, and Not Interested. Although Bulletin System has no intrinsic means to determine the number of recipients who called in to explore the offer, the system does track action-button responses. With over 100,000 unique recipients during a two-month period spanning April, May, and June of this year, response results were as follows:

BUTTON RESPONSE %
Close 27.3%
Remind Me Later 12.9%
Acknowledge 12.1%
Not Interested: 6.6%

While the number who phoned in to the ISP is not known, we see that only 6.6% were “not interested,” and that nearly 60% engaged with the message.

MINI-CAMPAIGN ANNOUNCES SPEED gifts

In the eternal search for ways to foster subscriber loyalty and nip any thoughts of churn, one of PerfTech’s ISP customers began a mini-campaign to offer a free, automatic speed boost to subscribers identified as possibly at-risk following a customer contact event. Speed hikes of 100 Mbps over the subscriber’s current speed plan were automatically enabled for a period of 6 months.

The speed boosts were accompanied by a brief, upbeat, in-browser announcement, scheduled for delivery a maximum of 3 times. No response was required of the subscriber, however “Got it” and “Close” buttons were included, with positive results as follows:

Speed Gift Level Got It % Close % Total Engagement %
To 200 Mbps: 19.6% 46.5% 66.1%
To 300 Mbps: 23.6% 45.2% 68.8%
To 400 Mbps: 24.7% 45.5% 70.2%

PERFTECH DEPLOYED AT 5 OF TOP 7 CABLE BROADBAND PROVIDERS

In a published online report outlining total broadband subscribers at the end of 1Q 2019, as well as net new adds during the same time, the Leichtman Research Group listed the top seven cable providers according to broadband subscriber counts, in order as follows:

Comcast
Charter
Cox
Altice
Mediacom
WOW
Cable ONE Read more . . .

MEET US AT THESE MAY-JUNE EVENTS

MAY 1-2: POCONO MANOR, PA: BCAP (Broadband Cable Assoc. of PA)
Attending: Rich Skowronski, VP North American Sales
PerfTech will share an exhibit with vendor Open Vault.

JUNE 3-6: BUDAPEST: MAAWG
Attending: Jane Christ, SVP Sales and Jonathan Schmidt, EVP Business Development
Celebrating 15 years as a MAAWG sponsor, this year PerfTech hosts a luncheon.

JUNE 15-18: TORONTO: WEC19 (World Education Congress)
Attending: Jane Christ, SVP Sales
PerfTech will share an exhibit here as well with vendor Open Vault.

IN-BROWSER ALERTS PROVE TO REDUCE SUPPORT CALLS VS EMAIL

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 …