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As our fourth annual survey of nearly 2,000 U.S. CSP customers confirmed, communications service providers face a tough playing field marked by high churn rates and encroaching competition from over-the-top (OTT) video services. In addition, many CSPs continue to invest in high-cost human support services, rather than lower-priced digital service channels – driving down revenue. Customers want their CSP to know who they are and anticipate their needs. Overall, quality and simplicity are paramount. From online ordering to mobile web apps, respondents told us they want simpler ways to choose, buy, pay for, and receive help with services such as high-speed Internet, pay TV, and phone.