YK Communications Achieves a Stellar 92 Net Promoter Score As Every Employee Delivers Outstanding Broadband Experiences Powered by Calix
YK Communications’ NPS survey results were measured, analyzed, and put into action by Calix Business Insights Services (part of Customer Success Services). With additional support from Calix,
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Deliver personalized support with their innovative “2-2-2-2” program that drives upsell and earned an NPS of 97. Using Service Cloud on the Calix platform, the
YK Communications team reviews subscriber records to anticipate needs and suggest new services. Their “2-2-2-2” program, which earned them the Calix Innovations Award for “Giant of Customer Support,” ensures check-ins at two days, two weeks, two months, and two years post-installation.YK Communications plans to extend this program to maintain high engagement, foster positive experiences, and create more upsell opportunities.
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Promote unique offerings like their “Family Guardian” plan with engaging and informative marketing campaigns. Using marketing insights from Calix Engagement Cloud,
YK Communications enhances home Wi-Fi in theirTexas communities. Their team uses humor and personalized insights to promote offerings like their popular outdoor Wi-Fi, extending coverage across rural properties. Their “Family Guardian” package delivers a comprehensive suite of managed services that address the broadband needs of families, including ExperienceIQ® parental controls, Bark social media monitoring, ProtectIQ® network cybersecurity, and Arlo Secure video doorbell and security cameras—all in one offering.
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Drive 90 percent of subscribers to use their branded app, reinforcing their value daily. In their small-town market, YK field technicians make home visits to discuss best practices and set up subscribers on the CommandIQ® mobile app, branded with YK’s logo. They also take the opportunity to check in on nearby subscribers, maximizing efficiency. As a result, 90 percent of subscribers with Calix GigaSpire® systems use their app, and those with it rated
YK Communications nine points higher in their recent NPS survey than those without.
The customizable CommandIQ mobile app combined with visibility in Service Cloud enables BSPs to choose from an array of installation options. From field technician visits like the YK team’s model to subscriber self-installation and assisted subscriber self-installation, BSPs can choose the options that drive app adoption and satisfaction among their unique subscriber base.
“Subscribers in our
YK Communications’ partnership with Calix helped earn them the
“The achievements of
Learn about YK Communications’ success by watching the webinar, “Lasting Love: Fuel Business Growth With Enduring Subscriber Loyalty,” taking place today at
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