Pillar: No-Code OSS
4 Strategies to Ensure Wi-Fi Service Quality
In this blog post, we’re sharing four strategies to ensure an excellent customer experience with Wi-Fi service quality throughout the whole life cycle.
Statistics about Wi-Fi service quality in recent years are overwhelming. It has become almost a basic necessity, and CSPs have an enormous challenge to meet the expectations of increasingly demanding customers.
Today Customer Service calls related to Wi-Fi network issues represent up to 72% incoming calls. In conjunction with unnecessary visits to customers homes, Wi-Fi network issues could be a significant – and unnecessary – cost to CSPs operations.
But don’t fret. In this blog post, we’re sharing four opportunities to ensure an excellent customer experience throughout the life cycle of the Wi-Fi service, and consequently, lower the costs associated with Wi-Fi service quality issues.
Certificating the Quality of Installation of Wi-Fi Service
This is the first and essential step to reduce customer service calls and additional technical visits due to an inadequate installation.
The installer must be trained to define the location of the device, ensure good signal coverage and have the appropriate tools to certify each room in the home. The basic certification may be done with Speedtest, downloading files, latency, power level and validation of the congestion of the channel.
It’s important to keep in mind that all information collected by the tool must be stored so it is available for future reference and easily accessed by a technician on a subsequent visit or by the Customer Service team when they receive a call.
Remote Management and Diagnostic of Wi-Fi Service
Providing customer service agents with tools to manage problems and Wi-Fi configuration issues remotely, greatly reduces the amount of time dedicated to each call and improve the quality of customer service in the call center.
Customer service agents should be able to perform simple and intuitive configuration changes such as key change, change of the channel, adjust the level of the signal, etc., as well as be able to visualize any abnormalities in the service to solve them.
Self-management of Wi-Fi Device by Customer
Providing subscribers the ability to manage their Wi-Fi service (and other services as well), will improve the quality of customer care and minimize costs associated with the issues they can now solve on their own.
The self-management option can be offered in the support section of the CSP portal or mobile application. Here, customers could make changes to the configuration of their device, such as a change of password, change the name of their network, channel, etc.
Self-optimizing Networks
Tools based on Wi-Fi Radio Resource Management (RRM) / SON (self-organizing networks) will proactively or reactively collect information regarding the state of Wi-Fi devices on the network. With this information, these tools can reconfigure the services to optimize configuration, avoiding quality problems and claims.
Deploying these strategies can make a huge difference in customer experience and reduce service-related costs by minimizing the resources that operators invest in solving issues related to Wi-Fi service. If you have any questions or would like additional information, please comment below and we will be in touch!