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TM
USE CASE GUIDE | 63 WAYS TO USE N2 REACH
Send the right message
to the right person
at the right time
N2 Reach
Subscribers overwhelmingly prefer in-browser messages over email. In conjunction with 451 Research, Nominum discovered that over 80% of subscribers prefer in-browser communications for valuable services that strengthen relationships.
Communications service providers (CSPs) are achieving conversion rates that are 5-15 times higher than email; in-browser messages also generate view rates of 90+% within the first 24 hours among target audiences.
Want to reach your target audience faster and more effectively?
2
N2 Reach | Proven Effective
Subscribers overwhelmingly prefer in-browser messages over email. In conjunction with 451 Research, Nominum discovered that over 80% of subscribers prefer in-browser communications for valuable services that strengthen relationships.
Communications service providers (CSPs) are achieving conversion rates that are 5-15 times higher than email; in-browser messages also generate view rates of 90+% within the first 24 hours among target audiences.
Want to reach your target audience faster and more effectively?
3
96%90%
28%
24 hrs 48 hrs
VIEW RATE
CAMPAIGN DURATION
Targeted Email
N2 Reach
N2 Reach | Proven Effective
ACQUIRE & ONBOARD
DEVELOP
RETAIN
ADVOCATE
N2 Reach
4
N2 Reach | Customer Lifecycle
5
Get subscribers up to speed right away
Send welcome messages to new subscribers123 Offer self-guided tutorials on new and
existing services
Immediately announce new services to subscribers
ACQUIRE & ONBOARD
N2 Reach | Acquire & Onboard
6
83% of subscribers want in-browser messages to guide them through account customization options and settings and to learn about other available services.
What communication method do subscribers prefer?
ACQUIRE & ONBOARD
451 Research
N2 Reach | Acquire & Onboard
7
Ensure subscriptions and data are current
DEVELOP
Notify subscribers when they’re approaching data limits1
234
Offer subscribers upgrade options when data limits have been reached
Periodically request updated account information
Allow subscribers to opt-in or opt-out of services
N2 Reach | Develop
8
83% of subscribers want online surveys as a way to provide feedback to CSPs and ensure their voices are heard.
How can subscribers give feedback about their experiences?
DEVELOP
451 Research
N2 Reach | Develop
9
Churn reduction
A South American CSP was impacted by subscribers terminating service.
Using Nominum N2 Reach, 18% of at-risk subscribers were retained and call center traffic was reduced by 60%.
451 Research
DEVELOP
N2 Reach | Develop
10
Offer helpful billing and payment notifications
123
Send payment alerts
Provide late payment reminders
Send reminders about recharging pre-paid service cards
DEVELOP
N2 Reach | Develop
11
Offer helpful billing and payment notifications
456
Offer electronic bill-pay
Promote paperless billing
Offer automatic payments
DEVELOP
N2 Reach | Develop
12
How can CSPs notify subscribers about their accounts?
83% of subscribers want in-browser messages to remind them of late payments, enable them to top up pre-paid services cards, offer electronic bill pay, provide automatic payment sign-up and promote paperless billing.
451 Research
DEVELOP
N2 Reach | Develop
13
Avoid late payments
A North American provider was disconnecting 70,000 past-due subscribers every month.
Using Nominum N2 Reach, the provider estimated that it would save
$6.5 million in communications costs and increase revenue by maintaining more subscribers.
DEVELOP
N2 Reach | Develop
14
Online bill payments
A LATAM CSP did not have an effective way to send late payment alerts for the 8% of customers that were past-due every month.
Through N2 Reach, the CSP notified subscribers and achieved a 60% conversion rate with immediate payment, recovering $528K per month and saving
$1.3M from call center operations.
DEVELOP
N2 Reach | Develop
15
More ways to develop subscribers
Send ad retargeting messages 123
Promote hotspot advertising
Offer subscribers third-party bill presentation
DEVELOP
N2 Reach | Develop
16
30% of subscribers would accept in-browser messages with third party promotions and partner offers.
How do subscribers prefer to receive promotional offers?
451 Research
DEVELOP
N2 Reach | Develop
17
Offer immediate security alerts
RETAIN
123
Alert subscribers about devices infected with malware or other viruses
Notify subscribers about online privacy practices
Provide device remediation guidelines
N2 Reach | Retain
18
456
Offer security best practices recommendations
Send identity theft notifications
Notify subscribers about theft of service
Offer immediate security alerts
RETAIN
N2 Reach | Retain
19
How can CSPs notify subscribers about security?
86% of subscribers want in-browser notifications of malware infections with remediation instructions.
451 Research
RETAIN
N2 Reach | Retain
20
Notify subscribers about network traffic and congestion1
23
Tell subscribers about value-added services end-of-life
Offer service upgrades
Subscribers want to know when services are affected
RETAIN
N2 Reach | Retain
21
Inform subscribers of scheduled website maintenance and/or network downtime
456 Notify subscribers of network upgrades (e.g.
moving from copper to fiber optic)
Send scheduled service reminders
Subscribers want to know when services are affected
RETAIN
N2 Reach | Retain
22
How can service providers inform subscribers about the network?
83% of subscribers want in-browser service notifications for network downtime, service/technician appointments and available service upgrades.
451 Research
RETAIN
N2 Reach | Retain
23
1234
Provide piracy website alerts
Send copyright violation alerts
Keep subscribers up-to-date about terms of service
Inform subscribers about policy changes
Update subscribers about legal information
RETAIN
N2 Reach | Retain
Update subscribers about legal information
24
567
Offer terms and conditions updates
Send information about content compliance
Provide government-mandated filtering notices
RETAIN
N2 Reach | Retain
New Service Notifications
Government regulations required an EMEA broadband provider to offer opt-in or opt-out of its parental control service to every subscriber.
Two million subscribers were notified with N2 Reach, saving the provider $4M in message delivery costs and
$10M in customer support costs.
25
RETAIN
N2 Reach | Retain
26
Add value to subscriber services
ADVOCATE
Offer contextual service plan upgrades123
Monetize Wi-Fi hotspots with targeted messages
Recommend additional services that subscribers may be interested in
N2 Reach | Advocate
27
Send in-browser messages that add value to subscriber services
Keep subscribers up-to-date about internet speed/performance4
56
Provide mobile phone upgrade options
Offer pre-paid data top up
ADVOCATE
N2 Reach | Advocate
28
For what other services do subscribers want to receive in-browser messages?
83% of subscribers want information about:Monthly service discounts
61% of subscribers want information about:•Data usage alerts•Context-aware promotions•Price discounts•Promoting new/premium services•Free upgrades/trial offers•Paid content•On-demand video specials•Pay-per-view promotions
ADVOCATE
N2 Reach | Advocate
29
Subscribers want other service offers:
•Free movie every month (47%)
•Free internet security upgrade (45%)
•Free cloud storage (26%)
•Free parental controls (15%)
For what other services do subscribers want to receive in-browser messages?
ADVOCATE
N2 Reach | Advocate
30
Launch new services
An Australian provider created a value-added internet safety bundle with Nominum N2 Engage.
Their 12-month adoption target was achieved in three months. The premium service bundle generated substantial new revenue and competitive differentiation.
ADVOCATE
N2 Reach | Advocate
31
Offer service upgrades
Using Nominum N2 Reach, a satellite service provider in South America launched a campaign for subscribers to increase their data quota.
Within the first 24 hours
16% of subscribers accepted the offer and added more data.
ADVOCATE
N2 Reach | Advocate
32
Let subscribers know they are important
Promote loyalty programs123
Offer customer satisfaction surveys
Send customer retention notifications
ADVOCATE
N2 Reach | Advocate
33
Proactive outreach
A LATAM satellite broadband service provider saw increased churn after customers were angered that their monthly data limits were reached, slowing the service down without warning.
The provider used N2 Reach to notify subscribers they were approaching data limits, giving them the option to purchase more bandwidth. 16% purchased more bandwidth, representing
$200K in new revenue.
ADVOCATE
N2 Reach | Advocate
Churn reduction
A LATAM provider had a 17% annual churn rate.
With N2 Reach they notified subscribers that their subscriptions were expiring and offered easy options for renewal.
30% of their subscribers renewed service, saving them
$3.5M in customer acquisition costs.
34
ADVOCATE
N2 Reach | Advocate
35
About Nominum
Nominum is the first company to create an extensible, DNS-based platform and application suite to digitally transform communication service provider networks and business operations.
The N2™ platform is fully integrated with Nominum’s market-leading Vantio™ CacheServe to deliver world-class network performance network security, subscriber safety, subscriber communications and an online experience that is optimized for every subscriber.
Nominum software is used by more than 100 service providers in over 40 countries to deliver a safer and more personalized online experience.
EXPERIENCE OPTIMIZATION
SUBSCRIBER COMMUNICATION
SUBSCRIBER COMMUNICATION
NETWORK PROTECTION
NETWORK PERFORMANCE