If there is one thing we can all agree, is that Operators and ISPs need to take control of their services. It doesn’t take much to offer a competitive price and even a reasonable proposition value, but it takes tremendous effort to maintain customers after they’ve seen the product, experienced it, and felt the pains you deep down know you have, but never got around to solve. Just imagine the sweet profit you’re missing out on, with clients who could have not only been satisfied but also invested in your relationship, bringing more value to the table.
Beyond customer acquisition and retention, there’s also another costly investment you should protect, your deployed hardware, namely, your set-top boxes.
We all know technology keeps evolving and new specs are running wild with flashy numbers being constantly thrown in your face, but new features are few and released far in between. You need to look at what you are offering and acquire the hardware that better matches that service, after that you only need to make sure it keeps doing what it should do, and at its best. Until your service evolves and needs another surrogate, cut down on all avoidable costs.
Of course, all of this is easier said than done, but there are solutions that allow you to do exactly this, using one single tool, like WeTek’s WeBoxControl. Now, if the name sounds too one-sided and catered to hardware, that’s because it initially was, but it has now evolved into a much more complete and benefit-oriented software.
On the hardware side, you are virtually able to control every single aspect of the deployed set-top boxes.
From running scheduled maintenance check-ups to making sure the devices get updated, even going as far as letting you choose which of the devices to update first and last, so you don’t clog the network. It also does one neat little trick. It can gather usage information, taking into account all RGPD recommendations, and provide you with knowledgeable information to better help your decision-making endeavors moving forward. This includes application usage, the time of day it is being used, and many other important data details.
But let’s get back to those customers who insist on complaining about what you think is not an issue. If they are complaining, if they keep opting out of your service, that’s actually a pretty big issue, maybe your biggest. Most problems that consumers have with Operators and ISPs have to do with technical support. Let’s face it, it’s not their job to be tech-savvy and, when they are trying to convey a problem, it’s only natural that their words get lost in translation with the assistant and frustration starts to set in. They will never admit that the problem is theirs, so the best you can do is help bridge the gap between tech support and your number one source of income.
WeBoxControl lets you see what the user is experiencing and, if the problem is not hardware related, your support technician can deal with it on the spot and in a much more time-efficient way. You would be able to minimize frustrations and deal with another potential support ticket much faster, while saving money with on-site visits that can be avoided.
On the other hand, if you are a content owner and want to protect your property, as well as the property of third party content you’re carrying, with this tool you can monitor piracy usage. We know content deals can be broken by lack of security and you may be missing out on important revenue from movies or TV shows catered to the audience you’re marketing to. This way you can assure stakeholders are protected and even pinpoint who is pirating, if you wish to proceed with prosecution.
These types of solutions can be the most cost-effective in your whole operation, and its reach is tremendous. Improving customer service while protecting your investment is a truly valuable proposition and it’s there for you to grab ahold of it.
If you want to know more about WeTek and their WeBoxControl solution, send a message.
