Communication is the key to customer satisfaction. And when you can keep your customers in the loop about upcoming installation and service appointments without adding any work to your employees’ plates, it’s a win for everyone involved.

National Information Solutions Cooperative’s (NISC) Multi-Channel Messenger gives broadband providers the tools they need to communicate with their customers. With phone, text messaging, email, push notifications and more communication options, you can keep in touch with your customers the way they prefer.

NISC’s Multi-Channel Messenger can help your technicians communicate about service appointments automatically, keeping customers aware and up to date about appointments using predefined templates that can be used to share technician status updates instantly with a customer. The Multi-Channel Messenger process can notify the customer via email or text message when an appointment is made or remind them about the appointment as the date nears.

With integration to NISC’s iVUE AppSuite, a mobile application for technicians to use in the field, the technician can inform the customer when technicians are delayed or when they are on their way. This feature can even send the name and photo of the person who will be performing the service – a safety measure many customers find extremely valuable.

The added communication to the customer keeps them aware of appointment status, which is critical in the customer satisfaction process. Regardless of how a customer chooses to make an appointment, either by calling your office or booking through your website or mobile app, customers will automatically receive a notification to confirm their appointment is successfully scheduled.

If you choose to provide an appointment time or appointment window and the technician is delayed, they can instantly let the customer know the status, and notify them when they’ve arrived.

There is no doubt that this level of communication is convenient and useful for the customer, but the fact that this communication can be provided with no additional burden on the broadband provider or the field technician is even better.

Multi-Channel Messenger allows providers to define and customize each message in the service appointment process and can include as much or as little information as the provider chooses, including the technician photo.

Multi-Channel Messenger is a simple, quick and easy way for broadband providers to keep their customers informed about their service, which exponentially increases customer satisfaction.