Q1 2018 BUSINESS NEWS

PerfTech announces two items of business news for Q1 of this year:  the completion of a major U.S. deployment, and the acquisition of a new customer. 

The major deployment completion adds in-browser messaging benefits to a multi-state, Mid-Atlantic-based operator with approximately 3.1M broadband subscribers.  The new customer is a regional operator in the Midwest providing Internet, IPTV, digital phone and satellite services to all or parts of three prairie states.  Both customers plan to make full use of PerfTech’s customized, in-browser messaging platform to engage directly with subscribers when information regarding their service and accounts would best inform and assist them.

QUICK STATS: INFO CAMPAIGNS GET HIGH RESPONSE RATES AT 3 SEPARATE ISP’S

For three of PerfTech’s regional North-American ISP customers, giving their Internet subscribers a quick heads up regarding new service information is fundamental to keeping subscribers informed and happy.  Because new, in-browser content is easy to create, and the company’s in-browser platform continues to enjoy over 97% reach within 24 hours, PerfTech was the exclusive messaging vehicle of choice.  In early February, each ISP respectively launched a new campaign via in-browser messaging that resulted in the following response rates:

ISP:  U.S. Regional Telco
CAMPAIGN:  Announce speed increases across 3 different Internet plans without raising rates
RESPONSE RATE:  71.6%; in addition, numerous subscribers called the ISP to thank them personally

ISP:  U.S. Mid-tier Cable Provider
CAMPAIGN:  Announce minor changes to usage-related overage charges
RESPONSE RATE:  59.8%

ISP:  U.S. Regional Cable Provider
CAMPAIGN:  Announce standard, annual rate card and channel line-up without raising rates at this time
RESPONSE RATE:  59.0%

NOTE: The response rate reflects the percentage of delivered messages to which the subscriber actively selected a response such as “Ok, thanks” versus the “close” button.

ACCENTUATE THE POSITIVE WITH “GOOD NEWS” IN-BROWSER MESSAGES

In-browser messaging lets Internet Providers communicate proactively with their subscribers for a variety of reasons—usually with time-critical information.  That information is important for the subscriber to get, as it frequently impacts his pocket book or his service.  Still, let’s face it, many times those messages carry unwelcome news, such as “you’re about to hit a data threshold,” “your bill is past due,” or “someone in your household has violated a copyright.”  While these are “must-contact” moments, it’s important to communicate “good news” moments as well. 

A large North American provider recently did just that.  Over the span of a week in late fall, the provider delivered in-browser messages announcing upgraded speeds and increased data allowances—all delivered automatically, with no action required on the subscriber’s part, and free of charge.  The response was overwhelmingly positive, with 84.7% of recipients clicking to acknowledge their approval.

In sum, to improve the customer experience and build loyalty with interactive communication, include messages of “good news” when relevant and applicable.  Creating these positive touch-points can help lengthen the subscriber life-span, and ultimately, the bottom line.     

MEET PERFTECH AT THESE EVENTS IN EARLY 2018

Contact us to arrange a meet-and-greet at any of these shows:

JAN 30-FEB 2:  LONDON:  CEM in Telecoms Global Summit 
A PerfTech sales representative will attend this customer experience management (CEM) conference.

FEB 20-22:  SAN FRANCISCO:  MAAWG
PerfTech will sponsor a conference event; attending are executives Jane Christ and Jonathan Schmidt.

APR 10-13:  ATLANTIC BEACH, FL:  CETS Spring and
APR 17-20:  ATLANTIC BEACH, FL:  BMMA
Sales execs Jane Christ and Rich Skowronski will attend these sister events that bring together marketing professionals from the telco and vendor communities.