Customers on the copper and FTTH (fibre-to-the-home) networks of leading communications and entertainment company, Flow, can now access automatic rebates when they experience a service disruption for 72 or more consecutive hours.

Previously, all customers were required to make reports about service disruptions and request a rebate via the company’s retail stores, Contact Centre or Customer Experience channels. These would then be logged and assigned to the appropriate team for action.

However, while customers with copper and fibre-based services will still be required to report disruptions, Nyree Coke, director of customer experience at Flow, explained that they no longer have to request a rebate.  

“What this essentially means, is that these customers who have made service disruption reports since May 1, 2022, will have the applicable rebates triggered and automatically applied to their accounts and this will be reflected on their subsequent bills,” Coke said. “This is a big achievement for Flow as we respond to the growing needs of our customers and continue our work to address their demands.”

Coke added that the automatic rebate process was launched in May as part of the company’s drive to improve its customer experience efficiency while continuing proactive maintenance on its network.

“We are constantly assessing the needs of our customers and as we listen to them, we tailor our services to meet their expectations,” Coke advised.

With the launch, rebates will be applied automatically to ensuing bills, eliminating the need for the customer to initiate the request. Customers will then be notified by SMS.

While this process is currently only applicable to copper and FTTH customers, it is being continually developed and greater analysis is being done on the system to facilitate customers with HFC (hybrid fibre coaxial) services.

“The work continues in this area, and we’re hopeful that before too long, our remaining customers will also be able to access the automatic rebate process,” Coke assured.

The introduction of automatic rebate follows the launch, earlier this year, of proactive notification which informs customers about outages on the company’s networks. Once a customer service impacting disruption is detected, an SMS is sent to all the customers affected by the outage. 

Depending on the length of the outage, this is followed by a series of messages, indicating an estimated time for repair or confirming service restoration. A customer, therefore, no longer needs to call the Contact Centre to determine if there is an outage.

Earlier this year, Flow also began the process of recruiting and training additional staff for deployment in Flow retail stores across the island and to support its WhatsApp platform.

The company is also enhancing its WhatsApp platform to facilitate seamless interaction for customers.

The addition of freshly trained customer service agents will allow the company to better meet customers’ needs in these specific areas.

“Flow is committed to providing a positive experience at all touchpoints and our focus remains on enhancing our customer experience across the business. We want to keep our customers connected and satisfied,” she shared.