How Internet Service Providers Support People During and After the Pandemic

  • How ISP's Support You During The Pandemic
  • How ISPs Help the Economy Amid the Pandemic
  • How Pandemic Changed Our Practices

No one expected a pandemic to happen, but by March of 2020, the world stood still as everything was cancelled--from transportation to concerts and any gathering. Everyone was stuck at home and unable to go out. For the rare times that they could, it was often for a grocery or pharmacy run.

But unlike the pandemics and outbreaks of the past, the people now have the internet.

Work can continue from home. Children can also continue classes through remote learning, thanks to the internet. Entertainment is also based online, with people of all ages relying on video games and video streaming platforms to discourage going out.

More importantly, everyone now relies on their internet services providers to talk to their loved ones and friends.

How ISPs Help the Economy Amid the Pandemic

With small to large businesses closing down due to the pandemic, the economy is bound to fall. But if there’s anything that is helping countries survive this crisis, among them would be internet service providers.

Businesses, both big and small that were able to withstand the pandemic, are now relying on their internet connection.

Employees connect through video conferencing software such as Zoom and Skype as well as collaboration tools like Slack and Trello to converse in real-time continuously. This requires a stable internet connection.

Since consumers can’t go out, they would also have to go online and connect to shops and other services to get what they need. Even health services like psychotherapies are being held online to prevent the further spread of the virus.

How Pandemic Changed Our Practices

The pandemic made it feel like things have changed. But truth be told, many of the things we experience today are already in place, and the epidemic has only accelerated those.

For one, tons of people around the world are already remotely working. But before this global health crisis, people were already questioning the time they spend getting ready for work and commuting to the office when they could efficiently work from the comfort of their home.

Moreover, distance or home learning is also very common even before the pandemic.

The pandemic hasn’t really changed many things, at least with how we use the internet. There are significant increases, but these practices were already kicking up into high gear in 2019.

With that, it won’t be surprising if remote work, learning, and play become a more steady habit in the coming years, even if the pandemic is over, especially in the first few years after we’ve won the war against the virus. 

However, that also means more challenges for internet service providers.

How This Affects ISPs

Internet service providers are already being challenged with a new peak of above-average internet usage during the pandemic compared to the past years. In the event practices such as distance learning and working become a permanent part of life, ISPs will be even more challenged to maintain this new peak.

In the foreseeable future, people will demand “more internet” from internet service providers to keep society going. Customer’s experience will become more critical than ever.

Internet providers will have to invest in more infrastructure for consistent demand and reach previously hard-to-reach areas requiring a more stable connection. It’s also essential to create more flexible internet connection plans suitable for each home based on how they consume their data.

Customer Service and Troubleshooting

Besides the demand for “more internet,” companies will also have to meet demands when it comes to customer service.

That might mean they may require more agents to ensure their customers won’t have to wait long on the line to speak to one. Hiring more customer service representatives (CSRs) will mean more people can have more jobs.

The pandemic has negatively impacted the lives of people around the world. Not only are we unable to move as freely as before and the constant fear of getting infected, but millions have also lost their jobs.

ISPs have the chance to invest in more people to guarantee their customer’s satisfaction, so this could be a huge win for everybody.

Nevertheless, it’s still essential for these companies to try and encourage their clients to fix common issues on their own. Customers do tend to call company hotlines for the most mundane matters. Providing step-by-step troubleshooting instructions for common problems through guides and pamphlets could help those who aren’t tech-savvy enough.

Also, it’s still crucial for internet companies to try and prevent problems before their customers encounter them.

The fewer problems they have, the more satisfied they are.

For the Customers

The internet is a big part of our lives--more so today than in the past years. These days, an online connection could help in matters between life or death.

That is why, as a customer, it is essential to choose the right service provider.

By that, ensure that your service plans meet your household’s requirements. Check the maximum speed and bandwidth they can provide. If you’re the only one using the internet and your work is not that heavy, then you can choose lower plans that are enough for your consumption.

Of course, the higher the plan, the faster and smoother your connection will be. However, this will also affect the price, which is why you should consider both your needs and your own finances.

Additionally, it’s essential to learn how to troubleshoot your own connection problems, especially if it’s a simple issue. Remember that most companies, including call centres and hotlines, are working with limited human resources due to the pandemic.

Conclusion

ISPs need to check their current plans and address anything that is blocking them from providing optimum support for their customers--and if they could fix these areas during the pandemic, the better, as they would most likely get more demand as the months in isolation pass by.

The pandemic has indeed changed certain aspects of our life--but these changes are temporary. However, when it comes to technology and the internet, it has only accelerated the trends and made them more acceptable.