Customer self service for CSPs can help create a more personalized service that will make them feel more valued and engaged as a customer and decrease churn. Everything from throttling to billing will work together in real time to give consumers ultimate control of their experience and how they spend their broadband bundle.
"In time, CSPs will be offering hybrid services that include a streaming video subscription of 30 hours of video per month across YouTube, Netflix and Hulu," Kyriakakis says. "The customer will be able to choose to turbo boost for up to five hours during off-peak times, and also accumulate bonus points for certain sponsored or subsidized content. They can then cash in those bonus points in real-time for additional video time, upgrades, merchandise or other services. They'll also have the option to gift a certain amount of their data allowance to other family members who need it more."
As the systems that power this type of functionality get smarter, there will be better personalization of services for subscribers based on their behavior, and location or context so customers will feel they're having a more personalized experience. The result: happier customers who spend more and cost less to support; a win-win by any measure.
