Frontier Saved Customers a Collective 50 Years of Time on the Phone in 2023
01 Febbraio 2024 - 2:00PM
Business Wire
Reduced customer service calls by over 2
million while expanding its customer base
Frontier (NASDAQ: FYBR):
What we did: Frontier (NASDAQ: FYBR) reduced more than 2
million customer service phone calls by improving operations and
launching new digital, self-service tools. We did this while
expanding our customer base, and in the process became the industry
leader in fiber broadband customer satisfaction during 2023, as
measured by published NPS data.
What it means: Frontier customers now have a collective
50 years of extra time to do things they’d rather be doing and are
overall more satisfied with our customer service. As a result,
we’re spending less time talking to people on the phone and
spending more time improving other aspects of our service.
How we did it: We tracked why people were calling us,
then created better, faster ways to get answers and assistance.
This meant working across every department in the organization and
picking off the issues one by one.
What people were calling about: We analyzed hundreds of
thousands of calls to understand why people were calling and used
that information to improve our customer service. A few
examples:
Question:
Solution:
“Where’s my tech?”
Launched “Where’s my tech” tracker on
website and mobile app.
“Why did my bill change?”
Added conversational AI-chatbot to assist
with billing questions.
“Hey, there’s an outage.”
Sent text alerts that automatically let
customers know when service will be restored.
Handy quote: “Nobody wakes up in the morning wanting to
call their telecom provider. If you want customers to be happy,
it’s important to understand why people are calling,” said Charlon
McIntosh, Chief Customer Operations Officer. “Every day, we analyze
our customer calls, identify routine issues and eliminate reasons
people have to call altogether. Our progress is reflected in last
year’s results – calls down by 2 million and huge gains in customer
satisfaction. We have carried this momentum into 2024.”
About Frontier
Frontier (NASDAQ: FYBR) is the largest pure-play fiber provider
in the U.S. Driven by our purpose, Building Gigabit America®, we
deliver blazing-fast broadband connectivity that unlocks the
potential of millions of consumers and businesses. For more
information, visit www.frontier.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240201669543/en/
Chrissy Murray VP, Corporate Communications
chrissy.murray@ftr.com
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