As an internet service provider, you understand the importance of customer satisfaction in driving your success and growth. In the highly competitive ISP industry, providing excellent customer service can be a differentiating factor that sets your company apart from the competition. In this article, we will explore 4 customer-oriented services that can boost your ISP business, including online reviews, efficient issue resolution, VAS, and word-of-mouth marketing.

We will also provide tips and case studies on how to implement the following strategies effectively and improve satisfaction ratings.

Example 1: Customer satisfaction leads to a better reputation

By actively collecting positive reviews from satisfied customers, ISPs can build trust and credibility with potential customers, ultimately leading to increased conversions. Customers who have received great experiences using your services are more likely to leave positive reviews and feedback about your ISP company. Nowadays, people tend to rely on online reviews to determine the reliability of ISPs in their area when choosing one. Over 92% of consumers check online reviews before buying a service from you.

Tip: To convert potential customers into active ones, it is important to include the tactic of generating Google reviews in your marketing strategy. This can help to build trust and credibility with potential customers, which can ultimately lead to increased conversions. You can read our article: “The proven way how ISPs can get more positive Google reviews” to better understand your subscribers, develop an effective customer experience management strategy, and inspire customer loyalty.

Case: One of our customers in South Africa, RocketNet, significantly improved their customer satisfaction ratings by implementing a mobile app for managing customer inquiries. This case study highlights how the company’s TrustIndex rating increased from 6.5 to 9.3 and their Net Promoter Score (NPS) increased from 50 to 84 due to using the app to handle customer contact volume and complexity efficiently.

Example 2: Efficient and effective issues resolving

The customer service team plays a crucial role in facilitating communication between clients and the company’s core team. It is also responsible for keeping customers informed about any issues that may arise and providing updates on their resolution. Maintaining constant communication is essential, as a lack of transparency can seriously damage the brand’s reputation. When customers are aware of the status of their issues and know when they will be resolved, they are more likely to remain satisfied with the company’s performance.

On the other hand, a lack of communication and coordination can lead to customer churn and market loss. A poor internet connection with lags and disruptions can be frustrating, but it can be even more frustrating when there is no one available to address the issue. This highlights the importance of having a responsive and helpful customer service team that can assist with technical issues and provide timely resolution.

Tip: Providing a personalized experience to address customer issues can lead to increased satisfaction and build trust in the internet service provider.

Case: Splynx CRM enables your team to view recent activities, communication history and review detailed data usage for Internet and Voice services within a chosen time frame, giving you valuable insights about your subscribers. Also, consider adding comments or to-do reminders on the customer profile. Scheduling tasks and follow-ups can also help ensure that your customers receive the support they need in a timely manner and are satisfied with your services.

Our ticketing portal allows you to view and manage customer requests directly from their profiles. When a customer emails one of your designated mailboxes, a ticket will be automatically generated and routed to the appropriate team or agent based on the type and priority of the issue.

Additionally, linking a call to an existing ticket through 3CX integration allows your support team to stay up-to-date with the customer and have a more comprehensive understanding of their profile.

The integration also allows you to make calls directly from the customer profile in Splynx and store call recordings in CRM.

By utilizing this integration your sales or support team will have access to all customer information at their fingertip before they pick up the call. Splynx automatically opens the corresponding customer profile when your customer calls in. From talking to Splynx clients, we have discovered that this feature helps them to deliver more personalized experience to their users as most customers are impressed when you instantly greet them with their name.

All of that helps you to make your communication more personalized, resolve cases faster, and satisfy your customers.

Example 3: Word-of-mouth marketing

ISPs rely on customer satisfaction and loyalty to drive business, and word-of-mouth marketing can be a valuable tool for attracting new customers. When a customer has a positive experience with an ISP, they are more likely to share their experiences with friends and family, leading to organic growth and increased brand awareness. In fact, research has shown that word-of-mouth marketing can be up to 50% more effective at driving conversions than traditional forms of marketing.

Tip: Maintaining a social presence is important for any business, including internet service providers. It is essential to ensure that customers can easily reach out to the company on social media and have a positive experience. It is important to be available on multiple platforms and provide assistance through online channels.

Case: Fizz is an online-only provider of mobile services and home internet, with numerous ways for customers to earn rewards and save money. A book titled “Fizz: Harness the Power of Word of Mouth Marketing to Drive Brand Growth” explores the effectiveness of word-of-mouth marketing through a case study of the company.

Example 4: Know your customer

Understanding the needs and preferences of customers can give your ISP business a competitive edge, especially when it comes to innovation. Gathering information about customers and their experiences can provide valuable insights that can be used to develop new products or services that address their needs. These offerings are more likely to be successful because they are based on real customer feedback.

Additionally, when customers see that their provider is responsive to their needs and is working to improve its offerings, they are more likely to stay with the company and await new deals and offers. Customer service can also help a company quickly identify areas for growth and focus efforts accordingly, without needing to spend a lot of time researching the market.

Tip: By understanding the needs and market trends, ISPs can offer value-added services to enhance the customer experience and differentiate themselves from competitors, while also generating additional revenue streams.

Case: Small businesses often lack the resources, expertise, and time to effectively protect themselves against cyber threats. Thus, your ISP can offer them additional cybersecurity services, which will improve customer satisfaction and bring great value for both. Offer additional security services and content filtering to your end-customers with the ultimate ISP Cybersecurity solution, delivered by the conjunction of Splynx and Whalebone. That will provide small businesses with peace of mind, knowing that their data is being protected by professionals and most importantly without a need to install or maintain anything at their end. Such a strategy is great for creating a loyal customer base and gaining additional revenue for future growth.

bitConnect, a South African ISP, created customized packages designed for specific groups of customers, providing creative cybersecurity options. Read the full bitConnect’s success story to learn more about how their customers started to apply for the security VAS by themselves during the sign-up for Internet services.

Key takeaway

These are just a few of the many examples of ISPs benefiting from great customer service. By investing in proactive customer support, ISPs can improve their client base and strengthen their overall presence in the market. Reliable support is essential for building trust and credibility with customers, which can ultimately lead to increased success and growth.

Stay tuned for more articles on how to effectively increase customer satisfaction and grow your business, including tactics that even professional ISPs may overlook.