Smart CX solution main use cases
Recognize subscriber dissatisfaction as it happens and take action that will boost retention
Why wait for subscribers to contact the Customer Care Center with a problem? Reactive support overwhelms Customer Care, adds to costs, and drives subscribers away.
Veego empowers ISPs with proactive care, enabling them to improve CX and subscriber satisfaction at all times.
- Accurately measure how current network conditions are actually impacting each user in the home
- Rank and group homes by context-aware QoE, taking into consideration the device and service of each internet session
- Isolate problems and solve them before subscribers churn
More Proactive Care
Identify suffering homes and fix them before they call support
Wouldn’t it be great to know which homes are regularly suffering from bad QoE and why?
With Veego, you can know which subscribers are having problems before hearing about them via costly technical support calls. You can know what to do about them to boost QoE.
- Every quarter, segment the bottom 5% in terms of QoE across the subscriber base and act on their problems before they call for support
- Send Self Care messages with recommendations for connectivity improvements like moving extenders or connecting via Ethernet
- Differentiate between homes that are having problems whose root cause is in the realm of responsibility of the ISP and homes whose problems are due to other factors
- Isolate gamers who are having problems and address them before frustration sets in
- Locate homes with coverage or WiFi saturation problems which can be addressed with extenders / stronger routers / band steering
Contact subscribers at appropriate times via their preferred channel
- Smart app
- Phone call
With access to so much usage, trend, QoE and other insightful data, ISPs can know exactly when to contact specific subscribers for a wealth of purposes like:
- Updates about improved services (Tell bandwidth-starved homes about new bandwidth packages)
- Helpful hints (“There is a software upgrade available for LG Smart TVs. You can get it here…”)
- Important alerts (“Your Netflix server is experiencing slow service right now; switching to another server might help your movie stream)
Dashboards with Insightful Information
Veego’s AI enables the generation of new levels of perceptive data that lead to understanding the CX of every connected home. At a glance, you can gain valuable insights like:
- The popularity of certain devices and services
- QoE scores by region
- Trends in video conferencing
- Recurring issues impacting QoE
Veego’s customizable dashboards give you at-a-glance readouts like:
- The ranking of problems by frequency across any segment of interest
- Comparisons of QoE between regions
In fact, you can fashion just about any type of dashboard that will help your operation.