Improving customer service: 5 strategies for Internet service providers in 2025

Expanding self-service options

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Around two thirds of all customers prefer self-service portals over contact with a service employee. ISPs should include comprehensive FAQs, video tutorials, and interactive troubleshooting guides in the form of self-service apps offer to customers with the self-employed troubleshooting to support. According to a Harvard Business Review study, 81% of customers try to resolve their concerns themselves before contacting an employee. [9]

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Benefits of self-service implementation

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• Cost savings: By using self-service, companies can reduce the processing costs of inquiries by up to 90%, which means significant savings in customer service. [9]

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• Increasing customer satisfaction: Self-service enables problems to be solved anytime and anywhere. 18 to 34-year-olds in particular appreciate this flexibility: 58% see online services for managing their data as an important aspect of good customer service. [9]

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• Relief for service personnel: Routine inquiries can be moved to self-service portals, which allows staff to focus on more complex issues. This results in more efficient use of resources.

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• 24/7 availability: Customers can process their concerns at any time, which increases satisfaction and reduces pressure on hotlines.

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Through effective self-service options, ISPs can not only reduce operating costs, but also increase customer satisfaction and loyalty, which creates a long-term competitive advantage in the telecommunications industry.

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Personalization through data analysis

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Use customer data to create personalized service experiences. By analyzing usage patterns and preferences, ISPs can proactively identify problems and offer tailored solutions. This not only increases customer satisfaction, but can also lead to upselling opportunities.

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Data-driven personalization

- Increasing customer loyalty through tailor-made offers

- Improving service quality through preventive problem solving

- Increasing sales through targeted cross-selling and upselling measures

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Conclusion

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By considering these strategies, as an Internet service provider, you can significantly improve your customer service and set yourself apart from the competition. Excellent customer service is a key differentiator in the highly competitive telecommunications industry.

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Sources:

[1] Computer Weekly

[2] Equarium

[3] Moin.ai

[4] Itzbund‍

[5] OMR

‍[6] Zendesk‍

[7] Hogan Lovells‍

[8] Hubspot

[9] Easy Software

[10] Moin.ai

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