Leveraging the Calix Revenue EDGE and Calix Cloud platforms, Texas-based YK Communications delivers an exceptional subscriber experience powered by proactive outreach to customer support and best practices from Calix Customer Success Services, resulting in a Net Promoter Score of 80 leads, representing a 63 percent reduction in subscriber churn, and 95 percent five-star ratings for subscriber interactions
SAN JOSE, California, November 22, 2022–(BUSINESS WIRE)–Calix, Inc. (NYSE: CALX) recognizes YK Communications as a “Giant of Customer Support” and winner of the 2022 Calix Innovations Award. Announced at Calix ConneXions 2022, the award recognizes YK Communications for uniquely leveraging the entire Calix Revenue EDGE™ platform, including Calix GigaSpire® BLAST systems, Calix Support Cloud (Support Cloud) and Calix CommandIQ® mobile app to provide proactive support that contributes to exceptional subscriber experiences. In conjunction with Calix Marketing Cloud (Marketing Cloud), part of Calix Cloud®, YK Communications successfully ran service upgrade campaigns that improved the experience of their subscribers while increasing average revenue per user (ARPU). The Broadband Service Provider (BSP) also combines its technology investments with a dedicated and award-winning customer success organization, Calix Customer Success Services (Customer Success). Today, YK Communications has a Net Promoter Score (NPS) of 80, compared to the telco industry average score in the 1930’s. They continue to leverage customer success best practices as part of their business transformation.
YK Communications makes Support Cloud’s rich data analytics and actionable insights available to all subscriber-facing staff, not just technical support. This unique strategy aligns the entire organization with a subscriber-first mindset and ensures employees have full visibility into the subscriber experience. As a result, BSP reduced subscriber churn by 63 percent in less than a year. YK Communications has enabled its customer support team to elevate the subscriber experience to “customer support giants” by:
Drive adoption of CommandIQ for self-service capabilities. YK Communications made subscriber acceptance of their orderIQ App top priority. Today, 86 percent of their subscribers use the app. The app offers subscribers more self-service capabilities, resulting in fewer support calls. This allows Customer Service Representatives (CSRs) to proactively reach out. It also gives subscribers more control over their home Wi-Fi experience and allows them to take care of basic support tasks themselves.
Ensuring satisfaction at every step of the subscriber journey. As part of their “2-2-2-2” program, YK Communications sales and support teams check in with each subscriber at touchpoints two days, two weeks, two months and two years after installation. The accounts team uses Support Cloud to preview the subscriber’s record and avoid surprises. This personal, proactive approach ensures the subscriber has a positive experience and provides an opportunity to showcase additional products and services.
Use humor to educate subscribers about their technology. To educate subscribers about their networks and services, YK Communications Marketing uses cloud insights to engage with their subscribers on the right social media channels. Leveraging their talented CSRs and other collaborators, the marketing team delivers humorous videos and memorable support-related content in language that subscribers respond to. YK Communications also uses social channels like Facebook to notify subscribers of outages or other issues. This transparency is another reason why 95 percent of subscriber ratings for YK Communications are five stars.
“We are thrilled to be recognized by Calix as a leader in customer support,” said Russell Kacer, President of YK Communications. “Our ultimate goal is to ensure our subscriber experiences are second to none. Customer support is not the function of a single team, but a company-wide commitment we make to our subscribers. Calix provides us with the platforms, solutions and services we need to exceed our subscribers’ expectations. Support Cloud and Marketing Cloud give our teams instant access to insights into our subscribers – taking the guesswork out of our business. And the Customer Success Team is doing everything we can to ensure we get the maximum benefit from the platform and make full use of the resources available to us. Calix is a true partner committed to helping us grow our business.”
“Calix is celebrating YK Communications as the ‘Customer Support Giant’ of 2022,” said Martha Galley, Executive Vice President of Customer Engagement and Services at Calix. “YK Communications is at the forefront of a new era of proactive support. Their teams leverage the Revenue EDGE platform and Calix Cloud data analytics to build and sustain exceptional subscriber experiences and drive outstanding subscriber satisfaction, as demonstrated by their incredible NPS score. YK Communications works closely with Premier Customer Success, implementing best practices across the organization that contribute to exceptional subscriber experiences. Their subscribers love the experiences they provide, and that’s the hallmark of an industry giant.”
Watch the webinar “More Complexity. Less Problems: How Proactive Support Boosts the Broadband Subscriber Experience to learn how BSPs’ customer support teams contribute to exceptional subscriber experiences that win markets.
Calix, Inc. (NYSE: CALX)—Calix cloud and software platforms enable service providers of all shapes and sizes to innovate and transform. Our customers use the real-time data and insights from Calix platforms to simplify their businesses and deliver experiences that delight their subscribers. The resulting growth in subscriber acquisition, loyalty and revenue creates more value for their businesses and communities. That’s Calix’s mission: to enable broadband service providers of all sizes, to simplify, to delight and to grow.
This press release contains forward-looking statements that are based on management’s current expectations and are inherently uncertain. Forward-looking statements are based on information available to us as of the date of this press release, and we undertake no obligation to revise or update any such forward-looking statements to reflect events or circumstances after the date of this press release, except as required to do so as of Law. Actual results and timing of events could differ materially from current expectations due to risks and uncertainties inherent in Calix’s business. The reader is cautioned not to place undue reliance on the forward-looking statements contained in this press release. Additional information about potential factors that could affect Calix’s results and other risks and uncertainties are included in the quarterly reports on Form 10-Q and annual reports on Form 10-K filed with the SEC and available at www.sec. gov are available.
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