Signal delivers a next-generation customer experience
Given the many IoT devices in use in today’s homes—each one with its own connection speed and data-streaming requirements—the home network is becoming ever more complex and potentially chaotic. When a customer’s in-home WiFi experience isn’t what they’re expecting, their Communications Service Providers (CSPs) are, unfortunately, often the last to know.
As part of our commitment to providing CSPs with smarter and more innovative ways to reduce support costs, enhance their profitability, and improve NPS scores, we’re proud to introduce Signal to the US market.
“Signal’s AI and ML algorithms work behind the scene to identify customer issues and enable proactive outreach for problem resolution.”
Available to both existing and new CSP customers and partners in the US, Signal is the latest addition to Haystack, our back-end software suite for superior subscriber experience management. It adds to Plume’s widely deployed Tier 1 and Tier 2&3 Support tools, and data insight back-end tools that are already helping our partner CSPs save on support costs.
Adam Hotchkiss
42% of SMBs plan to increase spend on WiFi management … and two-thirds expect to connect more devices over the next two years. WiFi is ... helping small businesses thrive by enabling new services such as guest analytics, building security and environmental control.
The solution also uses machine learning algorithms to correlate data from various sources to identify outages or critical issues that need immediate attention to avoid unhappy customers. It then issues near-real-time alert notifications to the CSP backend support team to empower them to proactively address these issues.
Providing a cloud-hosted and highly scalable platform to enable CSPs to deliver the fast, flawless, and reliable experiences demanded by today’s smart home users, Signal improves internet service delivery to every room and to every device through a comprehensive feature-set:
Monitor
Proactive monitoring of entire networks over time, providing total visibility into WiFi health for subscriber locations in order to identify root causes of service issues.
Actionable insights and real-time alerts to notify your team members about network issues that need immediate attention.
Alert
Visibility and control for CSP admins over who gets notified, how, and when.
Admin Panel
Co-founder & Vice President, Customer Solutions and Integrations
Tyson Marian
Chief Commercial Officer at Plume
42% of SMBs plan to increase spend on WiFi management … and two-thirds expect to connect more devices over the next two years. WiFi is ... helping small businesses thrive by enabling new services such as guest analytics, building security and environmental control.
Plume is constantly looking to provide CSPs with smarter and more innovative ways to reduce support costs and enhance their profitability while improving the customer experience at the same time. Signal not only works to lower support calls and truck-rolls, but acts to build trust and strengthen relationships with subscribers to positively address churn.
Signal delivers a next-generation experience by using AI to monitor WiFi performance issues and proactively alert CSP support teams before customer experience takes a hit. Signal’s browser-based data dashboards provide complete visibility into WiFi health for each subscriber location across the entire network and proactively communicate which subscribers are currently experiencing issues or are at risk of doing so.
Signal paves the way for CSPs to serve their customers more quickly and proactively, building goodwill and loyalty while reducing churn. To learn more, read about our full Haystack suite and for commercial terms or to request your personal demonstration please contact us.
