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The Three Things a WISP Needs to Succeed
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Most WISPs today operate in a competitive environment. Even if you’re
fortunate enough to be the only WISP in your market, your customers will still
be comparing you to Satellite and Cellular services. Keeping your customers
satisfied and keeping your reputation in the community strong is the most
important goal a WISP should have.
But what is the best way to accomplish this? There are three things that any
WISP needs to do in order to make this happen:
1. Always Be Up
Nothing will hurt your reputation more than outages. Especially in rural
areas, the first thing your customers will do is not call you - but call their
neighbours to see if they’re also down. Even if your outages are rare, this
still reinforces the feeling that you’re always down.
With commodity WISP gear, you’ll never get 99.999% reliability - but by having
adequate backup power at each site, spares on hand, and Swift Fox’s built-in
network paging alert your rotating on-call technicians - you can be certain
that outages will be short and quickly resolved.
In Swift Fox, phone techs can watch the network status live, from the same
interface - and record outage greetings so that customers are always kept
immediately in the loop. By keeping all customer, network and scheduling
information in one place - you stay organized without extra effort.
2. Always Be Fast
Waiting for sites to load is painful for customers, and nothing hurts more than
having a brand new PC slowed to a crawl by problems with the ISP. But the
majority of customers won’t call in when they have slow service, they’ll just
bear it until they switch to another option.
This is why Swift Fox created the Pinglog graphs. Every customer’s connection
is tested every minute of the day and turned into an easy-to-read chart. If
they’re green, they’re great - it’ll “feel fast” and they’ll be happy with the
service. If not, the ISP should check into it.
With Pinglogs, you can quickly tell if a channel change cleaned up a sector -
or if there’s a backhaul that needs to be ugpraded. Being able to see all the
customers on a sector at once means that changing configuration or equipment is
no longer a guessing game. To go the extra mile, pre-emptively call your
worst five or ten subscribers each week and do a service call - word gets
around that you do this!
3. Have Great Customer Service
There’s no shortcutting this one. You need friendly, qualified folks
answering your phones - not an answering service following a flow chart. At
Swift Fox, we only have Tier 2 and 3 technicians, all CWNA, CCNA or Network+
certified and located in Canada to help your customers quickly and politely.
============================================================
Free WISP Reference Poster
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Want more time in your day?
Automation of your systems will not only increase the time you have to
concentrate on the tasks you enjoy, but it will save you money and increase
customer satisfaction too!
** Check out our online demo
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to see how your life can be made easier and your business more profitable.
Are you using social media yet? It's a great way to expand your business
network, have your ear to the ground on industry news, and learn the thoughts
of wireless leaders.
Connect with us and let's move the #WISP industry forward together!
Have a great day.
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Swift Fox Systems · 201 – 11625 Elbow Dr SW · Calgary, AB T2W 1G8 · Canada
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