Customer churn, also known as churn, is one of the main challenges faced by broadband providers. Maintaining a satisfied and loyal customer base is crucial to ensuring sustainable business growth. The good news is that with the right tools, it is possible to effectively reduce and predict churn, increasing retention and optimizing results.
Forecasting and Proactive Action: The Secret to Reducing Churn
We know that cancellation can be caused by different factors, but one of the main ones is customer dissatisfaction with the quality of the service. According to ANATEL, today's ISP customer prioritizes factors such as network stability and performance.
To identify these factors, we can use different tools, one of which is TR-069. This initially has the purpose of managing CPEs, but with the necessary adjustments, it will assist in the analysis and monitoring of navigation and, consequently, the user experience.
According to data shared by our partner FiberSchool, in its new Zero Churn program, 51% of the customers canceled with a given provider opened at least 1 ticket related to the above factors before canceling the service.
With the ability to anticipate these problems, the provider can take corrective action proactively, preventing the customer from considering opening a call to complain about the service or reaching the point of cancellation.
This ability to anticipate generates a great competitive advantage over the competition, as providers are able to offer a more stable and reliable service, keeping customers satisfied and less likely to cancel the contract.
Simplicity in identifying problems
The key to reducing churn is ensuring that the employee serving the customer can resolve their issue. Flashman provides the operator with a simple interface with tools that allow them to identify the problem in just a few clicks and solve it quickly and remotely.
Today, with the advent of Artificial Intelligence from Anlix, we were able to transcend the analysis of dozens of different parameters to AI, and in a single click, it is possible to answer where the problem is and provide suggestions on how to solve it.
Better results with better experiences
By adopting analytics tools that enable proactive network management, providers not only reduce churn but also improve the customer experience. A network that operates smoothly and at high performance, as well as excellent subscriber service, is the foundation for a long-lasting relationship.
