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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240201669543/en/
“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."
Contacts
Chrissy Murray
VP, Corporate Communications
chrissy.murray@ftr.com
