Internet Service Providers are experiencing a decrease in ARPU (Average Revenue Per User) due to escalating cost for subscriber technical support. Even more important, ISPs who deliver stellar support and report high customer satisfaction metrics are in a much stronger competitive position in a market that has extremely low switching costs.

With Tific, ISP’s can deploy a self-healing solution that automatically detects and resolve technical issues before them impact the end-user — eliminating issues before them become problems.

With Tific’s Support Analyst Console (SAC), the ISP tech support agent can eliminate what Parks Associates calls the “20 annoying questions”. The SAC displays the subscribers system configuration (hardware, software, recent updates, etc.) to the customer care agent eliminating the need to those questions — substantially reducing average call handling time (AHT) and improving the customer experience.

Often Subscribers call about problems that are out-of-scope – problems that are not directly related to the ISPs service. These out-of-scope calls are expensive for the ISP and not being able to address them directly reduces customer satisfaction (CSAT) and increases churn.

Using Tific, ISPs can more effectively address these out-of-scope issues and can consider offering a Paid-for-Support (PFS) capability, which increase revenue, margins and customer retention.

With Tific Support Automation, ISP’s can deploy self-healing automation for common problems that are out-of-scope at very little additional cost.

• Tific Subscriber Dashboard is context aware and can provide precisely targeted ads for complementary tools and services. As an example, if the subscriber doesn’t have security software installed, Tific can detect that and recommend that to the subscriber
• Tific can help in PFS delivery by fixing problems automatically and displaying system information for PFS agents, thereby increasing margins in PFS offerings
• Tific can speed up slow computers and the browsing experience through its PC Tune Up functionality (many subscribers call the ISP to address performance issues)

Supporting subscribers without network connectivity

Many subscribers lack Internet connection when they call for tech support – this makes use of remote access tools impossible which increases Average Handling Time (AHT).

• Tific can diagnose and fix connectivity problems even if the subscriber lacks connectivity
• If Tific cannot establish a connection, it generates a code for the subscriber that he can read out for the customer care. This code translates into the key configuration data that helps the customer care agent in the trouble shooting process, decreasing AHT and subscriber frustration