Executive Vice President, Customer Engagement and Services, Calix
As the old saying goes, time is money. That’s especially true for customer support teams. Our broadband service provider (BSP) customers are constantly working to reduce the length of inbound support calls, lower average handle times, and decrease the time for installations and repairs. That will never change.
But what if you also focus on how you’re spending time with subscribers? What if you found more ways to become even more proactive—by educating subscribers and offering self-service capabilities? That’s how to optimize your customer support organization. Yes, you want shorter and fewer inbound support calls. But, for situations where it makes sense to spend more time with subscribers (say, by educating them on how to use a new mobile app with self-service capabilities), you want every moment to count.
Save Time on Ticketing Through New NISC Integration With Support Cloud
This quarter, Calix is launching new capabilities that help customer support representatives (CSRs) get to the information they need faster. This will help them address subscriber issues quickly and easily. A great example is the integration of Calix Support Cloud with leading ticketing systems, starting with NISC. This integration minimizes the number of systems CSRs need to touch. Best of all, it promises to shave up to 60 seconds off each trouble call—a huge win! Yes, you’ll see significant cost savings. Your CSRs will also get more time to assist other subscribers and focus on proactive support measures.
When Subscribers Can “Self-Serve,” Your Operating Costs Go Down
Do you wish your subscribers knew more about their home networks? Give them the right tools—and educate them! For instance, subscribers can use the CommandIQ® mobile app to perform tasks like resetting the SSID or password for their Wi-Fi, diagnosing basic service issues, and finding answers to common questions—things that would have previously necessitated a time-consuming and costly support call.
If you want to drive higher adoption and usage of CommandIQ, check out our resources in Revenue EDGE Enablement. You can also connect with Calix experts and BSP peers through Calix Community.
In our latest issue of the Customer Support Beacon, you’ll learn how to create a more efficient, productive, and effective support team. We share real-world best practices from the Calix Customer Success team, connect you with important resources to help you make your subscribers more self-sufficient, and offer insights to improve the way your team members engage with subscribers.
As always, Calix and our entire community are here to help you achieve your customer support goals. If you have questions or feedback about how we can help you meet and exceed your objectives, email me at martha.galley@calix.com or connect with me on LinkedIn.
February 2022
THANK YOU!
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THANK YOU!
View our session highlights from Vegas and register
to access the virtual on-demand library and showcase
Jennifer Astle
Our mission at Silver Star Communications is to enrich lives through exceptional customer experiences and innovative uses of technology. It’s an ambitious and worthy mission—and our 10-year partnership with Calix has made it possible every step of the way. We’ve been a full Calix Revenue EDGE customer since 2019. The comprehensive solution—including GigaSpire® BLAST systems, Calix Cloud, the CommandIQ® mobile app, ProtectIQ™ for network security, and ExperienceIQ™ for advanced parental controls—forms the foundation of our Home Zone Premium service. It’s helped us successfully differentiate and deliver incredible value to our subscribers.
Christina Wilson
Calix Customer Success has a clear mission. We’re here to help broadband support teams become super-efficient. That way, they save time and money—all while making subscribers happier and loyal to the core. Over the years, we’ve worked with hundreds of broadband service provider (BSP) customers. Along the way, we’ve collected a number of best practices about how to make support calls incredibly efficient. Our top four are below. I invite you to read them and email me at christina.wilson@calix.com with your own best practices, questions, and tips!
Allison Boudreau
Did you know a mobile app can help cut your inbound calls by up to 20 percent?
You might think of a mobile app as a terrific way to grow your brand, increase subscriber satisfaction, and deliver a steady stream of revenue-generating services to subscribers. That’s all true. But here’s what you may not realize. A mobile app like CommandIQ® is also an extension of your customer support team.
Joseph Michelli, Ph.D.
Benjamin Franklin is credited with saying, “Time is money.” However, from the perspective of your business, does the time you spend with subscribers really drive financial benefit?