If you are an internet provider, you may not even know yet that you need to find solutions to monitor your customers' Wi-Fi. Understand the importance of this process for decision-making and learn about efficient ways to carry it out!
We know that 94% of ISP subscribers use Wi-Fi to browse the internet, not via cable. Ie, this results in the need for the provider to provide a good Wi-Fi experience so that your customer is satisfied with the service, correct?
On the other hand, we know that from 30% to 40%, ISP subscribers have a bad experience with Wi-Fi in their homes, subjecting the provider to calls with complaints and even canceling the service.
So why is monitoring your customers' Wi-Fi important?
Monitoring the Wi-Fi will precisely help to detect customer network problems before they see complaints and even cancellations that interfere with your base, and consequently, your billing.
By monitoring Wi-Fi, your service team is allowed to be more proactive and more empowered to make important decisions that directly impact the satisfaction of the service provided to your customer. That is, it is possible for the provider to manage and control its base more effectively.
Anlix, a software developer company that facilitates the operation of the internet provider, created an algorithm that calculates the Wi-Fi general note of your customer and the note for each device connected to that Wi-Fi. This grade is calculated from a series of network quality indicators.
How can Wi-Fi note help in different bad experience scenarios?
Let's say, for example, that a customer has a bad experience with the internet connection inside his house, but he doesn't want to go to the trouble of calling your center and making a complaint. At some point, he will simply cancel the service because of the bad experience.
Before that happens, your networks and service teams can monitor the customer's Wi-Fi to be aware of this bad experience, and consequently, suggest actions that can improve it. Check out some examples:
- If your team detects that a client has an average connection performance between all devices and the router or ONT, an action to be suggested is to upgrade the equipment to an option with more resources or more powerful.
- If it is found that about half of the connected devices are performing poorly and the other half performing well, the best suggestion is to place an additional point with mesh network at the customer's home, so poorly performing devices can improve their Wi-Fi connection.
- Now, if basically all the devices connected to Wi-Fi in your customer's house are performing poorly, then surely the router or ONT is misplaced. In other words, the best solution for this case is to suggest that your client reposition the router to a point in the house where connectivity improves.
What are the results of Wi-Fi monitoring?
The possibility of identifying source of network problems and resolving them quickly and quickly has a direct impact on consumer satisfaction.
As examples, we can mention the increase in the provider's average ticket by suggesting additional points to a large part of its base, bringing greater profitability to its operation; and mainly the improvement in the navigation experience and customer satisfaction, which will translate into a lower rate of churn on your base. To know, churn is the term used for the churn rate, ie lost customers.
Flashboard and decision making at your provider
O Flashboard, by Anlix, is the best tool for analyzing the data offered by routers or ONTs at the customer's home, being essential for a much more assertive decision-making by providers.
With real-time informative dashboards, You can track clear data over multiple areas with intuitive graphics, such as:
- Provider installed base;
- CPEs in use;
- Distribution of equipment manufacturers;
- NOC indicators;
- Among other information about the network and its settings.
In addition, the platform brings a map area with automatic updates that show data from connectivity, latency and loss statistics, and a big difference, which is the map that carries the Wi-Fi score, mentioned above, of the entire subscriber base of the provider.
It is possible to view the customer geolocation, checking who is online or offline in the installed base, the communication of CPEs with Flashman (our remote management system), clearly identify network problems, among other indicators, considering the georeferencing performed.
Furthermore, there is still a super functional reporting area, with dashboards that show easy-to-view data, allowing you to track the performance of all areas, such as your network's Wi-Fi quality rating, or even check usage data for a specific CPE.
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