Frontend.com has worked with Viasat on multiple projects over the years from their In-flight Entertainment System, to their Satellite Broadband services.
Customer support is a key aspect to maintaining a competitive offering in the residential broadband market. Viasat’s goal was to empower residential customers with the tools to self-manage their broadband services.
We conducted a complete customer journey analysis of their service from on-boarding of a new customer, through to equipment installation and set-up, and on to troubleshooting and bill management. Analysis was conducted within the call center to quantify and prioritise the customer issues and to assess how best to address them.
The Residential Broadband App was created to address these issues in order of severity. The top 10 support issues included installation scheduling, billing queries, equipment troubleshooting and speed testing. The app was designed and prototyped, and user testing was carried out on location in Denver with Viasat customers.
The net result was a 48% reduction in call centre volume achieved over a 3 months period and increased satisfaction among customers.
Frontend helped us to deliver a customer self-service solution dramatically reducing calls to our support line
Ramya Venkatamaran, Head of Business Support Systems
Get in touch
Our multidisciplinary software design team is based in our studio in Dublin, Ireland. Unlike most design consultancies, our research is conducted by professional researchers while our design team have over two decades of experience in complex systems, software programmes, usability, psychology, data visualisation, computer science and business process improvement. We engage with all stakeholders, understanding their environments and creating solutions that work at every touchpoint. Contact us to collaborate on your upcoming software project.