YK Communications Wins Calix Innovations “Giant of Customer Support” Award for Achieving a Phenomenal NPS of 80, Fueled by Proactive Customer Support
November 22 2022 - 1:30PM
Business Wire
By leveraging Calix Revenue EDGE and Calix
Cloud platforms, Texas-based YK Communications delivers an
exceptional subscriber experience fueled by proactive customer
support outreach and best practices from Calix Customer Success
Services, resulting in a Net Promoter Score of 80, 63 percent
reduction in subscriber churn, and 95 percent five-star ratings for
subscriber interactions
Calix, Inc. (NYSE: CALX) recognizes YK Communications as a
“Giant of Customer Support” and a 2022 Calix Innovations Award
winner. Announced at Calix ConneXions 2022, the award honors YK
Communications for uniquely leveraging the full Calix Revenue EDGE™
platform, including Calix GigaSpire® BLAST systems, Calix Support
Cloud (Support Cloud), and the Calix CommandIQ® mobile app,
to deliver proactive support that contributes to exceptional
subscriber experiences. Paired with Calix Marketing Cloud
(Marketing Cloud), part of Calix Cloud®, YK Communications
successfully drove service upgrade campaigns that improved their
subscribers’ experiences while increasing average revenue per user
(ARPU). The broadband service provider (BSP) also pairs their
technology investment with a dedicated and award-winning customer
success organization, Calix Customer Success Services (Customer
Success). Today, YK Communications boasts a Net Promoter Score
(NPS) of 80 compared to the average telecommunications industry
score in the 30s. They continue to leverage Customer Success best
practices as part of their business transformation.
YK Communications makes the rich data analytics and actionable
insights of Support Cloud available to all subscriber-facing
employees, not just technical support. This unique strategy aligns
the entire organization to a “subscriber first” mentality and
ensures that staff has full visibility of the subscriber
experience. As a result, the BSP lowered subscriber churn by 63
percent in less than a year. YK Communications enabled its customer
support team to elevate the subscriber experience to become a
“Giant of Customer Support” by:
- Driving uptake of CommandIQ for self-service
capabilities. YK Communications made subscriber adoption of
their CommandIQ app a top priority. Today 86 percent of
their subscribers are on the app. The app gives subscribers more
self-service capabilities, which results in fewer support calls.
This frees up customer service representatives (CSRs) to conduct
proactive outreach. It also gives subscribers more control of their
home Wi-Fi experience and enables 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 every subscriber at
touchpoints of two days, two weeks, two months, and two years after
installation. The account team uses Support Cloud to preview the
subscriber’s record and avoid any surprises. This personal,
proactive approach ensures the subscriber has a positive experience
and offers the opportunity to introduce additional products and
services.
- Using humor to educate subscribers about their
technology. To educate subscribers on their networks and
services, YK Communications leverages Marketing Cloud insights to
engage with their subscribers on the right social media channels.
Leveraging their talented CSRs and other staff, the marketing team
delivers humorous videos and memorable support-related content in a
language that subscribers respond to. YK Communications also uses
social channels like Facebook to inform subscribers of outages or
other issues. This transparency is another reason 95 percent of
subscriber ratings for YK Communications are five stars.
“We are thrilled to be recognized by Calix as a customer support
leader,” said Russell Kacer, president of YK Communications. “Our
first goal is to make sure our subscribers’ experiences are second
to none. Customer care is not the function of a single team but a
company-wide commitment we make to our subscribers. Calix gives us
the platforms, solutions, and services we need to exceed our
subscribers’ expectations. Support Cloud and Marketing Cloud give
our teams immediate access to insights into our subscribers—taking
the guesswork out of our business. And the Customer Success team
goes above and beyond to ensure that we are extracting the most
value from the platform and fully utilizing the resources available
to us. Calix is a true partner committed to helping us grow our
business.”
“Calix celebrates YK Communications as the 2022 ‘Giant of
Customer Support,’” 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 maintain exceptional subscriber experiences and drive
stellar subscriber satisfaction, as their incredible NPS score
demonstrates. YK Communications works closely with Premier Customer
Success, implementing best practices across the entire organization
that contribute to exceptional subscriber experiences. Their
subscribers love the experiences they provide—and that is 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.
About Calix
Calix, Inc. (NYSE: CALX)—Calix cloud and software platforms
enable service providers of all types and sizes to innovate and
transform. Our customers utilize the real-time data and insights
from Calix platforms to simplify their businesses and deliver
experiences that excite their subscribers. The resulting growth in
subscriber acquisition, loyalty, and revenue creates more value for
their businesses and communities. This is the Calix mission: To
enable broadband service providers of all sizes to simplify,
excite, and grow.
This press release contains forward-looking statements that are
based upon management’s current expectations and are inherently
uncertain. Forward-looking statements are based upon information
available to us as of the date of this release, and we assume no
obligation to revise or update any such forward-looking statement
to reflect any event or circumstance after the date of this
release, except as required by law. Actual results and the timing
of events could differ materially from current expectations based
on risks and uncertainties affecting Calix’s business. The reader
is cautioned not to rely on the forward-looking statements
contained in this press release. Additional information on
potential factors that could affect Calix’s results and other risks
and uncertainties are detailed in its quarterly reports on Form
10-Q and Annual Report on Form 10-K filed with the SEC and
available at www.sec.gov.
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version on businesswire.com: https://www.businesswire.com/news/home/20221122005280/en/
Press Inquiries: Alison Crisci 919-353-4323
alison.crisci@calix.com
Investor Inquiries: Jim Fanucchi
investorrelations@calix.com
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