Subscribers Demand New Communication Methods from Service Providers


We are currently witnessing a dramatic shift in the balance of power between communications service provid¬ers (CSPs) and their subscribers. Fueled by increased internet use, mobile technologies and social media, today’s empowered subscribers expect self-directed, on-demand, two-way engagement anywhere, on any device.

This research paper examines the changing attitudes of subscribers and the ways they prefer to communicate with their service provider. CSPs must make critical business adjustments to create compelling online experiences for their subscribers to align with the digital era and fully embrace transformation.

In-browser messaging is a service that dramatically increases message open rates to 90% within 24 hours of campaign launch, generating 10x more click-throughs than email. Messages are delivered while subscribers are actively browsing online, on any device.

Read the research paper to learn:

• How and when subscribers want to receive promotional messages, such as price discounts or internet speed upgrades
• The changing demographics between those who use CSP-provided email addresses, and those who don’t: 83% of respondents aged 55-65 claim to have a CSP email address while only 31% of respondents aged 20-24 claim to have one; 22% never check it at all
• The most preferred types of communication for in-browser messages: Almost 90% of subscribers want security alerts and advice on how to fix problems; over 80% of subscribers want billing and payment reminders (to avoid late fees and reconnection charges), and customer service reminders

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