1. Introduction
Customer support is a significant issue for any
broadband service provider. With an ever-widening
range of services being provided over broadband
connections, to an increasingly diverse range of people,
providing excellent customer support in a cost-effective
way is becoming more and more difficult.
Excellent customer support is a critical factor in
overall customer satisfaction, and hence loyalty, and is
recognised as a significant enabler to growing market
share in a highly competitive market.
This paper starts by discussing broadband customer
support. It demonstrates why change is necessary in the
way this support is provided, if a profitable service with
high levels of customer loyalty is to be achieved.