Customer Support
Simplify customer support operations. Deliver service excellence.
Streamline support processes and optimize operations to provide seamless, efficient service that keeps subscribers satisfied and loyal. Build a culture of excellence across your organization to create a reputation for exceptional service.
Challenges
Challenges facing broadband customer support today
Frontline support teams face growing challenge of limited visibility into the home network as it becomes the broadband bottleneck, with 60 percent of all broadband service calls being Wi-Fi related, 10–15 percent of issues requiring multiple calls for resolution, and 20–30 percent of routers needlessly returned.
Support teams struggle to meet subscriber expectations because the information they need to do their jobs and deliver a seamless experience is held in multiple disparate systems—some of which they might not have access to.
Service providers have some of the lowest NPS of any industry and an average churn rate of 22 percent. Internet service providers are ranked lowest in customer satisfaction among 45 different industries, with satisfaction levels continuing to decline year after year.
Featured Perspectives and Insights
Explore perspectives about broadband customer support
Scale customer support and deliver an exceptional subscriber experience
Subscribers want services personalized to their connected lifestyles and support to match. This expectation is amplified by increasing fiber buildouts coupled with more access to an array of connected devices. Support teams must keep pace to deliver service excellence for this demand or risk falling behind.
Case studies
Broadband customer support successes
Service Cloud
Simplify support and improve operational efficiency to deliver an exceptional subscriber experience with service excellence.
Operations Cloud
Transform broadband operations into a subscriber experience differentiator with insights, predictive analytics, and automation.
Engagement Cloud
Make every interaction with subscribers count with insights that enable you to deliver the experiences they want while growing brand value.
Customer Success Services
Value-added resources and expert guidance to achieve and exceed objectives, accelerate their time-to-value, and obtain maximum return on Calix Cloud, Premises, and Access investments.
Support Services
Take your customer support to the next level with comprehensive offerings that meet the technical, operational, and staffing needs of today's service providers.
Education Services
Flexible training solutions to meet the diverse needs of your employees to deploy, configure, maintain and grow broadband networks.
Broadband Academy
Learn what it takes to build and manage broadband services through Broadband Academy's five stages of building a successful broadband business.
Intelligent Access
Redefine access of the network by radically simplifying its architecture and operations with one common service model, while reducing operational expenses.
Unlimited Subscriber
Discover unlimited ways to deliver on the changing needs and behaviors of subscribers of your subscribers, whether it’s in the home, small businesses, MDUs, or other organizations throughout your community.
SmartTown
Your subscribers SmartLife doesn’t end at the front door. Re imagine community Wi-Fi as a ubiquitous, secure, managed experience across your footprint by making your town a SmartTown.
SmartBiz
SmartBiz meets the needs of the small business with an all-in-one managed service that increases staff productivity, secures critical business systems, and drives customer loyalty.
SmartMDU
SmartMDU is a purpose-built managed service for any broadband service provider (BSP) to service multi-dwelling units (MDUs), both inside and outside their current footprint.
SmartHome
Give your subscribers the tools to enhance, operate and secure their connected lifestyle through a growing portfolio of SmartHome managed services.
GigaSpire BLAST Systems
The Calix platform and expansive GigaSpire BLAST portfolio enable you to deliver amazing subscriber experiences and expand your business into new markets—quickly.
CommandWorx
CommandWorx enables self-service access to SmartBiz and its features, empowering business owners to monitor and manage SmartBiz from anywhere.