Remote working, and learning and streaming entertainment during the COVID-19 pandemic-related shelter-in-place have put tremendous pressure on Internet Service Provider (ISP) networks in terms of both capacity and performance. Copper-based connections and satellite links that struggle to deliver streaming media or video calls with any sort of viewable quality have complicated matters. Certainly there have been challenges, but for those who rise to the occasion there may also be tremendous opportunities.
While the myriad ways that the pandemic will change society have yet to be seen, one change we can already predict accurately: remote work is here to stay. One study found that 82% of business leaders say their organizations plan to let employees continue to work from home at least some of the time, while 47% plan to allow employees to do so permanently. ISPs need to be prepared.
The Wall Street Journal reported that in April the average internet use was 402.8 GB, a 26 percent increase from January of this year. That’s quite a leap in four short months, with more growth on the horizon. As working and learning from home continue to be the norm to mitigate the spread of COVID-19, resulting in a sharp increase in the demand for wireless internet services, the good news for ISPs is that the global wireless internet services market is expected to grow from $569.2 billion in 2019 to about $968.7 billion in 2020.
All this growth will obviously require more infrastructure from ISPs to meet customer demand. However, ISPs with access to much needed, high quality support tools can do more for their customers with the resources they currently possess. Connectivity issues and long resolution times affect customer satisfaction and retention. And we all recognize that strong customer support affects customer satisfaction, which leads to customer loyalty.
HubbleIQ can help. Our customer experience data insights can halt the blame game as we empower customers to identify and resolve connectivity issues on their end. We can provide added value to ISPs and their customers, resolving issues faster and with less need for costly on-sight technician visits. And in these days of dark cloudy skies, we can help you find the silver lining: all this growth can help you identify new customers and upsell opportunities.
Get in touch with us to learn more today about how HubbleIQ can help you provide better customer support.
HubbleIQ’s free Chrome extension tests your WiFi and tells you if it’s fast and reliable. HubbleIQ anticipates WiFi issues and detects outages to help you fix them.