Windstream

Winning Over Customers with Premium Support

How Windstream increased ARPU and drove positive CSAT & NPS scores with AppHelp.

Challenge

As one of the largest providers of telecommunications services in rural communities across the United States, Windstream recognized early on that in addition to providing phone, high-speed Internet, digital television, and IP-based voice and data services, they would also need to deliver exceptional customer service and peace-of-mind Value-Added Services.

Along with the goal of improving the experience for both their residential and business customers, Windstream wanted to, in turn, reduce churn and increase their Average Revenue Per User (ARPU).

Solution

In 2009, Windstream partnered with AppHelp to offer their customers both Backup and Premium Technical Support. Through consultation with AppHelp regarding support and sales best practices, these offerings have been bundled and sold independently at three different price points to target Windstream's wide variety of customers.

For the last 10 years, AppHelp has provided 24/7 customer support in addition to all sales services related to the support offerings. Kristin Rankin, Senior Marketing Consultant at Windstream has said, "This is the first time I have encountered such a high level of collaboration with a vendor."

Customer Quote

"Between the product offering and the support, AppHelp exceeds my expectations all the time."

Kristin Rankin, Senior Consultant, Marketing

Result

By leveraging AppHelp's white-label support services, Windstream was able to successfully drive a significant increase in monthly ARPU across its 400,000+ customer base.

Consistently receiving high CSAT and NPS scores, it is also clear that they've delivered the exceptional customer experience that they had set out to provide. Learn how you can see similar results with AppHelp.

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Become the next customer success story.