Even before the COVID pandemic, Americans considered Internet access an indispensable utility. Now, the virus has underscored its necessity; broadband is key to at-home work, school, doctor visits, and other critical services and information. With many people furloughed, ill, or otherwise impacted, one mid-tier ISP decided to reach out to late bill payers who may be experiencing a COVID-related hardship. Using PerfTech’s in-browser messaging platform, the ISP sent a message to this group offering hardship-related payment options, including buttons to pay-online or to call-us-to-discuss.
The message campaign ran for 10 days during which time 7.3% of recipients took immediate action; 5.4% chose a pay option online, while 1.9% chose to phone in to discuss how to continue service. While the results imply only a small percentage overall had been affected, the mere act of reaching out demonstrated the ISP’s commitment to supporting subscribers facing a virus-related hardship, a plus for the ISP’s public relations.