In total, the average service provider is losing 40 euro per subscriber per year on WiFi related customer care
On average, 30% of the support calls that cable network operators and internet service providers receive is WiFi related. Due to lack of real time visibility of the in home situation, most of these calls do not get resolved. Also, it is impossible to remotely diagnose and fix issues which often result in the unnecessary deployment service engineers and execution of truck rolls. And last, but certainly not least, customers are left unsatisfied while they wait for a solution that will never come. Sooner or later, this will cause them to take their business elsewhere.
- 30% of support calls are WiFi related.
- Each call costs 25 euro to solve.
- 10% of these cause unnecessary truck rolls.
- Unnecessary equipment replacement.