Calix Blog
Perspectives that Catalyze Innovation

Every broadband service provider (BSP) customer support organization wants to deliver an exceptional subscriber experience. Why? Happier subscribers lead to lower support costs, greater efficiency, increased loyalty, and reduced churn. ... READ MORE
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! ... READ MORE
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. ... READ MORE
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. ... READ MORE
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?... READ MORE
Recently I chatted with Charles Austin, executive vice president of network engineering at Farmers Telecommunications Cooperative (FTC), the largest member-owned telecommunications cooperative in Alabama, serving more than 17,000 members. Founded in 1952, FTC is committed to delivering the most advanced telecommunications technologies and services available, promoting economic growth, and enhancing the quality of life for rural communities in Alabama. We talked about the specific ways FTC has embraced a more proactive customer-support approach to get end-to-end visibility into member experience and reaped real benefits—including cutting total inbound calls by 35 percent and reducing unnecessary truck rolls by 20 percent.... READ MORE
When I started in the Calix support organization in 2005, I worked on the front lines taking support calls from our customers. So, I can relate to the support challenges that our broadband service provider (BSP) customers face every day. Over the past 15 years, BSPs have continued to transform their businesses. And right now, an excellent support experience is more critical than ever. ... READ MORE
Ask any broadband service provider (BSP) customer support team what they want in a Wi-Fi 6 system, and you’re likely to receive a long list. They want a system that will help streamline installation, enable seamless upgrades, reduce inbound trouble calls, simplify troubleshooting, ensure a long lifespan, and lower CAPEX and OPEX. And of course, the systems also need to deliver unbelievable performance and offer a range of services that will excite subscribers, build loyalty, and reduce churn. ... READ MORE
Everyone across your organization—sales, marketing, operations, finance, and, of course, customer support—is committed to ensuring your subscribers are thrilled with their broadband service. Frequently that fantastic subscriber experience starts with your field techs (or installation and repair (I&R) technicians); they are the first point of subscriber contact and the face of your brand. ... READ MORE
Zappos uses superior customer support to boost customer engagement, loyalty, and referrals—and generates 75 percent of their orders from happy repeat customers. See how you can apply best practices from this innovative online retailer in your broadband business. ... READ MORE