Understand and Solve Technical Support Issues Faster
In today’s competitive ISP landscape, customer satisfaction hinges on delivering a fast and reliable internet experience. Efficiently addressing subscriber-reported “slow internet” issues and proactively identifying opportunities to enhance service are paramount.
Our recent three-part Best Practices webinar series covered key strategies for optimizing network performance and elevating customer support. These sessions, led by Preseem experts, offer invaluable insights for technical support teams, network operations, and leadership alike.
From rapidly diagnosing frustrating slow-internet complaints to leveraging data for strategic upsells and understanding the critical impact of latency, these webinars showcased how Preseem can transform your operations. Join us as we explore the core takeaways from each session, providing a roadmap for ISPs looking to boost efficiency, improve customer satisfaction, and drive growth.
Note: To view our entire webinar library, visit our Webinars page.
Solving Slow Internet Issues
The first webinar is hosted by Scot Loach, Preseem co-founder and CTO, with the focus on addressing slow-internet issues commonly reported by customers. The session highlights the frequent causes of slow internet, such as RF environment problems and customer Wi-Fi issues.
Scot demonstrates how to use Preseem to quickly diagnose and resolve these issues during support calls, showcasing specific examples of customer complaints and the corresponding solutions that lead to happier subscribers.
In this webinar, you’ll learn from practical examples provided by Scot, such as:
- How to quickly find a customer in Preseem and see all of their plan information and QoE indicators in one place, including upload/download speeds, latency across the network right to the customer’s device, maximum achievable link rates, and more
- How to investigate and diagnose slow-internet calls based on this information, so that your support team can confidently identify root cause, improve resolution times, and reduce escalations or truck rolls.
How Vistabeam Slashed Slow-Internet Calls by 50% Overnight
Stop Guessing, Start Knowing
In our second webinar, Preseem’s Senior Product Manager Jeremy Austin discusses how to leverage the platform for technical support and upselling strategies, particularly focusing on RF health. During the session, he highlights the importance of understanding service delivery capabilities and using Preseem’s tools to assess customer issues effectively.
By analyzing customer data, support teams can identify upsell opportunities and enhance customer satisfaction. As you’ll see in the session, even without advanced RF knowledge, support teams can use Preseem to improve their workflows and address customer concerns efficiently.
Specific points addressed by Jeremy during the webinar include how to:
- Identify RF issues that prevent customers from hitting their plan rate
- Find overloaded APs and heavy users that should be escalated to engineering
- Uncover valuable upsell opportunities as part of your existing support process
Download Preseem's Guide to Capacity Planning and the RF Environment
Mastering Latency for More Efficient Support
In the third installment of our series, Dan Siemon, co-founder and CPO of Preseem, delves into the critical role of latency in enhancing customer support experiences. He emphasizes that latency, particularly in network delivery, significantly impacts customer satisfaction and outlines methods for measuring it effectively.
Through practical examples, Dan illustrates how to identify network issues, such as congestion in backhaul links or access points, which can lead to poor user experiences. The session also highlights the importance of using latency metrics to streamline support processes and quickly diagnose problems.
Watch the full webinar to understand what causes latency, how Preseem measures it, and how to find and analyze latency metrics and insights in the app to:
- Improve internal expertise
- Decrease support resolution times and prolonged escalations
- Reduce costly truck rolls
