Digital families and smart homes create a lot of data that many businesses fail to use, wasting the chance to deliver greater personalization for users and performance for their devices. So how can this data be leveraged to improve visibility and insights for Communications Service Providers (CSPs), vendors, sales, and marketing teams, all while delivering a stronger customer experience?
True smart home back-end systems can deliver greater value from that information, providing end-to-end visibility into both technology and consumer experience. A smart system helps to identify real-time issues, provide tools, and troubleshoot problems, saving customers from having to dig into their settings, scratch around for FAQs and manuals or spend time in support queues.
By providing end-to-end network visibility, both providers and their customers get better awareness of bandwidth hogs and possible vulnerabilities or risks, and real-time insights into issues such as troublesome smart home product updates. Smart back-end systems also support the tools that deliver troubleshooting solutions and automated workflows to improve performance or resolve issues, all without disturbing customers.
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Sort homes wouldn’t be “smart” if there wasn’t AI involved, and many services use it to handle the staggering amounts of data that the growing number of smart home services and products provide. Plume’s Signal provides AI-powered monitoring to proactively deliver autonomous resolutions to most problems, reducing support costs and times.
Solutions like Signal can predict and resolve tech, service, and network issues in a way that befits the term “smart home” and they can do all this at scale, across a provider’s network, without extensive use of support services. By solving issues before the customer knows about them, satisfaction remains high and complaints are reduced.
For product, sales, and marketing teams, these technologies can provide analytics on current and predicted issues and identify customer satisfaction and net promoter ratings, all while tracking issues that cause churn or identify customers more likely to leave and the patterns that lead to their decisions.
Integrate cloud benefits like improved security and always up-to-date apps
Consumers expect a highly secure experience whenever they interact with the cloud, even if much of that activity is autonomous.
Live network monitoring and the AI power behind it can help to track security threats across networks and devices. This is vital for any business to meet its compliance and security obligations as attacks on cloud services of all types increase and smart home devices become a lucrative opportunity for hackers and scammers.
Another cloud benefit that customers increasingly expect is always up-to-date applications, with no need to patch or go through a manual upgrade process to ensure that services are up to date.
Service providers are increasingly reliant on data for their business decisions, and smart residential services give them an incredible view of the customer through analytics, providing them with the insights and ability to grow customer satisfaction by delivering what customers need and by predicting what consumers will want next from their smart home or home technology providers.
Utilize smarter customer experience and satisfaction tools
Tools like Haystack provide APIs with back-end systems that allow for better integration of customer-lifecycle management. These efforts should always be viewed as ongoing, aimed at continually improving service from both the customer satisfaction and business knowledge perspective.
Understanding the device analytics across customer networks is made simpler with data visualization. Through graphical representation of deep network insights and dashboards for technical support, business leaders can track key performance indicators (KPIs). These can target areas including marketing-campaign effectiveness, customer growth or churn, service adoption, and other vital indicators.
Along with the analytics data, smart back-end systems can provide cybersecurity updates or live reports highlighting the threats facing the network, users, and the business. This can help identify where specific threats come from and who or what devices they’re targeting, along with network operations and trend analysis of mission-critical functions.
Delivering value and winning the market
As competition heats up among CSPs, Total Solutions Providers (TSPs), telcos, and disruptive vendors in the home broadband, smart home, and device markets, providing the best possible customer service, elevating personalization, and increasing performance will be the key to winning market share. Even if that customer service is automated or largely invisible, consumers are fast becoming used to the idea of not having to wait in a call or chat queue to resolve their issues.
Companies that can deliver these services while gaining better insights about the market and identifying what customers want from smarter sales and marketing efforts are best positioned to succeed. Therefore, solutions need to be scalable and easy to integrate, rather than providers having to rely on legacy applications or creating their own systems from scratch.
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Plume
Plume® is the creator of the world's first SaaS experience platform for Communications Service Providers (CSPs) and their subscribers, deployed in more than 30 million locations globally. As the only open and hardware-independent, cloud-controlled solution, Plume enables the rapid delivery of new services for smart homes, small businesses, and beyond at massive scale. On the front end, Plume delivers self-optimizing WiFi, cyber-security, access and parental controls, and more. CSPs get robust data- and AI-driven back-end applications for unprecedented visibility, insights, support, operations, and marketing. Plume leverages OpenSync™, an open-source framework that comes pre-integrated and supported on the leading silicon, CPE, and platform SDKs.
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