AERS - Virtual ISP and Wholesale ISP Solutions by Modem Pops

Key Features

AERS: Automatic Error Resolution System
. Substantial reduction in support costs	Elimination of most support calls Reduced call handling time Reduced need for support reps
. High quality of support	Automatic identification of problem Minimum user intervention to correct a problem Ensured connectivity
. Increased customer acquisition & retention	High user satisfaction Increased brand awareness
. Increase in revenues	Cross-sales of products Sale of advertising opportunities

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Cost reduction

ModemPops' Automatic Error Resolution System is proprietary software that completely revamps the way ISPs offer Technical Support. Technical support is a key component that defines the user experience with an ISP and is described, for the most part, by the ease of getting support, response time, and accuracy of solution. The quality of Technical support makes huge difference in growth in user base and customer retention. Which is why Support accounts for a major chunk of operational costs which includes, costs of maintaining phone lines for support, employee costs, training costs, support software, and so on.

Customer Satisfaction

ModemPops' AERS brings a fundamental change in ISP support operations by automating the process of detecting and solving most connectivity problems. Support becomes a two-phase process whereby in the first phase AERS automatically detects and solves most problems of the customer. In case AERS is unable to resolve the issue, the support rep, in the second phase, gets a notification to contact the customer. In 90% cases, the issue is resolved in first phase itself and second phase is not needed.

Therefore, the entire cycle in which customer gets frustrated because of a connectivity problem (error messages, inability to connect, etc), tries to reach a support rep, support rep determines the cause, explains to the customer, and tries to solve the problem, then customer tries to reconnect to see if the problem has been resolved; is eliminated for most part.

Revenue generation

AERS also acts as a medium for delivering highly targeted content to users. Therefore ISPs can use AERS to display promotional messages, advertisements and informational updates to specific users in predetermined frequency. ISPs can generate additional revenues by selling advertising opportunities and creating affiliations with other companies who are interested in promoting their products or services to your customer base. The advertisers gain from real-time visibility of their promotions and can inform users about upcoming discount sales or events.

Alternatively, ISPs can also use AERS to develop and promote their own brand by delivering content to promote their own services, sending out reminders, informing of complementary upgrades, etc.