ISPs Say Their 'Excellent Customer Service' Is Why Users Don't Switch Providers

Ars Technica's Jon Brodkin reports: Lobby groups for Internet service providers claim that ISPs' customer service is so good already that the government shouldn't consider any new regulations to mandate improvements. They also claim ISPs face so much competition that market forces require providers to treat their customers well or lose them to competitors. Cable lobby group NCTA-The Internet & Television Association told the Federal Communications Commission in a filing (PDF) that 'providing high-quality products and services and a positive customer experience is a competitive necessity in today's robust communications marketplace. To attract and retain customers, NCTA's cable operator members continuously strive to ensure that the customer support they provide is effective and user-friendly. Given these strong marketplace imperatives, new regulations that would micromanage providers' customer service operations are unnecessary.'

Lobby groups filed comments in response to an FCC review of customer service that was announced last month, before the presidential election. While the FCC's current Democratic leadership is interested in regulating customer service practices, the Republicans who will soon take over opposed the inquiry. USTelecom, which represents telcos such as AT&T and Verizon, said that 'the competitive broadband marketplace leaves providers of broadband and other communications services no choice but to provide their customers with not only high-quality broadband, but also high-quality customer service.'

'If a provider fails to efficiently resolve an issue, they risk losing not only that customer -- and not just for the one service, but potentially for all of the bundled services offered to that customer -- but also any prospective customers that come across a negative review online. Because of this, broadband providers know that their success is dependent upon providing and maintaining excellent customer service,' USTelecom wrote. While the FCC Notice of Inquiry said that providers should 'offer live customer service representative support by phone within a reasonable timeframe,' USTelecom's filing touted the customer service abilities of AI chatbots. 'AI chat agents will only get better at addressing customers' needs more quickly over time -- and if providers fail to provide the customer service and engagement options that their customers expect and fail to resolve their customers' concerns, they may soon find that the consumer is no longer a customer, having switched to another competitive offering,' the lobby group said.

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