TechSee Survey Highlights Missed Upsell Opportunity with Home Network Equipment Sales
A survey by TechSee reveals a significant missed revenue opportunity for telecom providers, as only 9% of consumers purchase home network equipment during technician visits. Despite being the most trusted sales channel—51% trust technicians over retail or phone support—the majority buy online (87%), often from third-party retailers like Amazon rather than their provider's site. The survey found that while 72% of customers are offered additional equipment by visiting technicians, only a small fraction make purchases during these visits. The key barrier appears to be the inability of consumers to see network issues firsthand; when shown coverage gaps visually (e.g., heatmaps), they become more likely to buy and trust recommendations. The findings suggest that integrating visual AI tools into technician visits could boost sales, improve customer loyalty, and allow providers to retain revenue currently lost to external retailers. Over a third of consumers would even pay up to 20% more for equipment if the solution was demonstrated visually during installation.
Topics: customer experience home connectivity sales channels telecom