Smart CX solution main use cases
Proactive Care
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
Subscriber Engagement
Contact subscribers at appropriate times via their preferred channel
- Smart app
- SMS
- Chatbot
- 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.
Smart Care solution main use cases
Smart Care eliminates many calls for technical support and speeds the handling of most of the rest. Here is how:
Automatic problem detection based on insufficient QoE score
Veego detects problems in real-time and goes to work resolving them:
- Fix certain problems (WiFi, router) within the home before users feel them
- Locate problems anywhere across the service-delivery chain
Multi-Channel Self Care Deflects Calls to ISP Customer Care
Take the burden off your CSRs. Many technical support calls are incorrectly made to ISP Customer Care because subscribers don’t know where the problem lies.
Let subscribers know when a problem is not in the realm of responsibility of the ISP. It’s a waste of everybody’s time when subscribers call the ISP Customer Care Center with a problem that is due to a faulty device, internet service, or gaming server. Veego can detect problems automatically and let subscribers know when it is appropriate to call the ISP.
Veego can also help subscribers fix some of their own problems with easy-to-follow instructions, eliminating support calls altogether.
ISPs can automate communications with subscribers over their preferred channel
- Smart app
- SMS
- Chatbot
- Phone call
CSR Efficiency
Give your CSRs a boost with automatic insights and recommendations. Eliminate the lengthy, inefficient and frustrating dialogue about resetting the router, turning on and off devices, and the like.
Smart Care delivers the live picture of the contacting home (devices / services / problems / events) right to the CSR screen, accompanied by root-cause analysis, location, and handling instructions.
Neighbor Interference Resolution
Locate homes suffering WiFi interference problems and distinguish the ones that can be addressed with automatic channel steering. Let Veego steer devices to best-service channels.
Field Technician Diagnosis and Feedback
Truck rolls are very expensive and often ineffective. ISPs cannot afford to waste so much time, money, and resource only to find that problems persist.
Veego provides on-the-spot QoE analyses that let field technicians know if their intervention has remediated a problem.
- Quick comparison of ‘before’ and ‘after’ QoE score
- Immediate problem analysis that includes root cause and location
Unnecessary router replacements are eliminated.
Successful intervention rates are multiplied.
Smart Marketing solution main use cases
Personalization
Veego uniquely provides ISPs with customer-usage knowledge that enables positive revenue opportunities.
- A customer installs a new smart TV. Veego discovers it in real-time and furnishes a potent upsell alert. (smart speakers)
- Another customer calls the support center to report a problem. Veego has already supplied tech support not only with all the information for resolving the problem, but also with a very relevant upsell alert. (extender)
What’s an upsell alert? A promising opportunity to profitably improve your service to subscriber home.
Internet service bandwidth availability
Veego alerts when a customer is approaching or exceeding the top end of his Internet-service bandwidth allotment. Time to sell him more!
Poor reception in a distant room
A gamer is suffering lag due to distance from the router. Suggest a mesh extender!
Recent IoT device purchases
Veego knows that the customer has just installed a smart lightbulbs. Would she like to buy a voice-control system for the new lights?
Slow service
Veego discovers homes with high ping rates over the WAN and filters those that are noticeably suffering for upsell of premium packages.