In order to upgrade a subscriber’s Internet performance and reliability, a modem swap within the home is frequently necessary. In fact, in-browser modem-swap messaging represents the most widely practiced use-case among PerfTech ISP customers. Procedures vary among ISPs, but it generally falls on the subscriber to perform the swap. The faster the new modem installation occurs, the sooner the enhancements are available and the sooner the ISP can reduce support calls related to inadequacies of the older equipment.
After implementing network improvements, one top-tier ISP customer required a new modem to ensure continued phone service. The ISP was set to ship out new, free modems with instructions for self-install, but wanted the phone subscriber to be aware and ready for receipt. A brief, in-browser message campaign delivered for six days during each of two consecutive months was launched to targeted phone subscribers. The message explained the improved features and items included in the new modem kit, along with a support phone number for any questions prior to arrival. Action buttons included “Close,” the ever popular “Remind me later,” and “I understand.” Of the targeted recipient list, 82.5% received the in-browser message, and of those, 37.4% responded positively with “I understand.” While PerfTech does not know how many recipients phoned in with questions, the fact that subscribers were armed with a heads-up from their ISP and easy access to more information helped ensure a smooth modem swap operation.