The Main Router Discussion Topic
Non-techies, please bear with me on this. I'm starting a discussion about router technology here which may quickly get hard to follow in places. We have a lot of Techies on these forums, and their kno...
Forum Discussion
Hi Amanda,
You're absolutely right, "Perception" is the key word, and no one feels this more than your customer support staff. In the average customer's perception, it's all one thing - their Internet service. Either it works or it doesn't. If they can't get online or their data is draining away, then it's a problem with their Internet service and you're it.
Most prospective customers I talk to simply assume wireless connectivity is included with the HughesNet system because that's what they're used to getting now when they connect to the Internet through ComCast, AT&T, Verizon, Starbuck's, the local library, etc. It's understandable there's no distinction between "wireless connectivity" and "Internet connectivity."
It's for this reason I've become an evangelist for the one-box solution. It would have to create a better customer experience and make things easier for HughesNet's tech support team.
You're absolutely right, "Perception" is the key word, and no one feels this more than your customer support staff. In the average customer's perception, it's all one thing - their Internet service. Either it works or it doesn't. If they can't get online or their data is draining away, then it's a problem with their Internet service and you're it.
Most prospective customers I talk to simply assume wireless connectivity is included with the HughesNet system because that's what they're used to getting now when they connect to the Internet through ComCast, AT&T, Verizon, Starbuck's, the local library, etc. It's understandable there's no distinction between "wireless connectivity" and "Internet connectivity."
It's for this reason I've become an evangelist for the one-box solution. It would have to create a better customer experience and make things easier for HughesNet's tech support team.
