Frontier last Thursday revealed that it has reduced more than 2 million customer service phone calls by improving operations and launching new digital, self-service tools. The company did this while expanding their customer base, and in the process became the industry leader in fiber broadband customer satisfaction during 2023, as measured by published NPS data.
According to the findings, 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 their customer service. As a result, Frontier customer service is spending less time talking to people on the phone and spending more time improving other aspects of their service.
Frontier tracked why people were calling them, 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.
Frontier analyzed hundreds of thousands of calls to understand why people were calling and used that information to improve our customer service. A few examples:
“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.
Charlon McIntosh, Chief Customer Operations Officer
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. 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.
