There are more internet users every day, so how can you grow your client list?
Customer data can be one of the most dependable sources of information in an industry built on innovation.
The need for Internet Service Providers is just over a couple of decades old – but demand has increased at an outstanding rate. While the industry bares some similarities to other telecommunication businesses, it had to set its own rules and learn from customer expectations while contending with ever-changing government regulations.
Since it’s introduction, internet service has gone from being delivered through the phone lines to wireless options using wi-fi systems. With these changes caused by rapidly evolving technology has come increasing government scrutiny. In 2015, The US government passed new rules designed to maintain an open internet – AKA net neutrality. ISP companies in other countries may face stricter regulations or less government oversight, so global companies need flexible management strategies.
These rules came about due to a variety of reasons, but primary drivers of government investment in ISP management is due to the rapid growth in demand and low customer satisfaction scores. ISP is one of the most unpopular industries among consumers. The market faces some of the same criticisms of other utilities, while also providing a service some consumers don’t fully understand. This is why more competition pops up every day and even the most established brands have to find new customer service solutions if they want to remain successful.
- In 1990, 1% of the world was online. In 2015, it’s was over 40%. With the number increasing ten-fold between 1993 and 2013.
- Internet Service Providers in the U.S. saw a compound annual growth rate of 4.8% between 2011 and 2016. At the beginning of 2016 it was valued at $96 billion.
- Global Internet use grew even faster, with a compound annual growth rate of 9.3% between 2011 and 2016.
- China, India and the U.S. have the most internet users and India’s numbers increased 30.5% between 2014 and 2015. All countries saw at least some growth in this time period.
- The global wi-fi market is expected to see an annual compound growth rate of 17.8% between 2015 and 2020.
- Paid TV and ISP tied for last in a 2015 American Customer Satisfaction Index. Both industries dropped about 3% since the last survey.
*Source – Multiple Industry Reports and Online Resources
It is believed customers grow frustrated with ISPs because the internet is a necessity in today’s world as opposed to a luxury.
When there is a problem with service, it isn’t just a minor inconvenience it can prevent people from performing their jobs or communicating on their preferred channels.
Many consumers stick with ISP brands because they have to, rather than because they want to. As government regulations prevent monopolies and wi-fi service become ever present, an influx of competition could cause consumers to switch once other options are available. On the other hand, millennial consumers show loyalty to companies that deliver exceptional service by answering questions on popular platforms and providing audiences with the information they demand to make smart consumer choices.
- Companies in the ISP industry received an average score of 63% for customer satisfaction. The most common complaints included unreliable service, slow broadband speeds and non-negotiable contracts.
- 61% of US households only have one high-speed broadband option or none at all.
- Almost half (50%) of U.S. consumers said they switch service providers more often than they did 10 years ago.
- Over 50% of millennials say they will start looking into competition offers after one bad customer service experience.
- Millennials are three times likely to contact providers after service interruptions than baby boomers.
- Millennials reported higher satisfaction than baby boomers with most industries, especially when companies offer satisfactory resolutions to problems.
- A 25% of millennials expect a response within 10 Minutes of reaching out to a brand on social media, 30% want the same from text messaging.
- 35% of brands that offer live chat only do it Monday through Friday, and 15% stop listening before midnight.
- Over three-fourths (75%) of general audiences consider customer care the “true test” of how a brand feels about its consumers.
*Source – Multiple Industry Reports and Online Resources
An ISP committed to consumer satisfaction needs to demonstrate its brand values with every customer service communication.
When a company doesn’t have the experience or technology necessary to meet the demand of modern audiences and innovative channels, a third-party customer care provider can help keep up with increasing traffic and changing regulations.
New laws and startup companies should make the ISP industry more competitive in the coming years, so it is imperative to communicate value through customer care centers and recognize audience demand. A customer care partner can analyze the results of customer satisfaction surveys – bother internal and industry reports – to determine which channels need to be supported and which consumer data could help design future service agreements and payment options.
Knoah is recognized as a leading global provider of BPO and Contact Center Outsourcing Services by such bodies as International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results as huge corporations, but because of our size, we can offer more flexible, responsive interactions with our clients. This creates a much more effective partnership. As a leading provider of Business Process Outsourcing, we deliver customer-facing services which include voice, email, social media and chat support as well as non-customer facing services such as data/order entry and 3rd Party Agent QA services.
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