In March of this year, the country’s leading cable broadband providers came together and took an FCC pledge to help Americans get through the coronavirus pandemic. Taking the pledge committed providers to supply continuous Internet, waiving service, usage, and late fees for subscribers who communicated their inability to pay due to virus-impacted circumstances. The terms of the pledge initially ran for 60 days but were then extended through June 30. Several of PerfTech’s provider-customers were among those who committed to the pledge.
After the pledge period ended and during the month of August, one provider-customer used PerfTech’s in-browser messaging platform to transition those impacted subscribers to low-cost plans so that families can continue to have access to the Internet to meet work, school, and health care challenges. The provider’s message extends an offer to lock in the discounted plan and re-establish the subscriber’s account as current. A phone number to discuss plan details is displayed in the message, along with two action buttons: “Already responded” (the provider also attempted to reach this group via direct calling) and “Remind me later” (always a popular button when a phone number is included). While PerfTech has no way to know how many subscribers phoned in, results of the button responses were:
Button Name
Already responded: 18.3%
Remind me later: 70.0%