Every day, Multiple System Operators (MSOs) are challenged to keep their customers happy; not only by providing high-quality service but also by making their life easier. Wasting customers’ valuable time on repetitive administrative tasks and procedures translates into increased deactivations and loss of loyalty. In this current fast-paced world, simplification is not only appreciated but demanded. So how can MSOs give customers the ability to solve their issues (or upgrade their services) in a few clicks? Let’s explore all ways a captive portal benefits not only the MSO but also their clients.
Captive portals that offer simplified processes and generate considerable savings in call center and customer care areas. With captive portals, customers can solve issues by themselves without the need of contacting customer service representatives.
Why are captive portals valuable?
Captive portals provide secure access to users, using multiple authentications options and the possibility to configure rights, roles, and bandwidth. They operate independently of the MSO provisioning platform, delivering a considerable degree of flexibility. The module can be combined with other modular solutions, creating a larger added-value for the business.
Captive portals’ revenue-generating value lies in the ability to include customized upselling campaigns that increase revenue, as well as important service notifications that reduce cancellations and temporary suspensions.
Captive portal benefits
In an increasingly mobile and collaborative business landscape, more MSOs are opening up their network environments for controlled sharing of resources with business partners, customers, and other guests.
A captive portal gives controlled and authenticated access to the Internet and network resources. It helps MSOs boost business agility, which is much needed in this ever-changing industry.
They offer effective mechanisms to completely automate actions that usually require the assistance of a CSR. Deactivation and reconnection are just some representative examples.
Generating additional revenue
One of the most attractive captive portal benefits is it provides access to accurate and real-time information on how customers interact with it, helping MSOs create personalized experiences for them.
With this data on hand, MSOs can push out specific offers or upsells to identified market segments. Customers can change their service package with a few clicks, and can even be redirected to the Payment Gateway to complete the initial payment.
But… what about churn?
Churn – a big concern for MSOs. With the help of a captive portal, MSOs can notify customers to rectify any administrative situation before service is disconnected. Customers who have just forgotten to pay will be able to do so at that time.
Captive portals can also integrate with multiple payment methods. Clients can issue a credit card payment when they receive the message of arrears or notice of disconnection due to non-payment. With service restored immediately, customers can continue browsing normally, without contacting customer service or visiting a commercial office to solve the issue.
As MSOs look to enhance customer experience, increase revenue and reduce churn, captive portal benefits are countless and can do a great deal to advance these efforts.