The following summary has been condensed for length and readability. To listen to the full discussion, click . This episode is sponsored by and .
In a recent episode of The Broadband Bunch podcast, host Brad Hine sat down with Mike Roddy, CEO of GOCare, to unpack how the support experience is being transformed by omnichannel solutions, automation, and a laser focus on customer experience (CX).
The Evolution from Siloed Support to Omnichannel Engagement
The traditional customer support model — long hold times, complex IVR systems, and disconnected channels — is no longer viable in a market where subscribers expect instant, on-demand service. Mike Roddy explains that the broadband industry is undergoing a significant transformation.
“Today, we’re seeing a shift from siloed communication channels to more integrated, customer-friendly ecosystems,” Roddy says. “Subscribers want to be able to text, chat, email, or call—whatever works best for them in the moment.”
This philosophy is at the heart of GOCare’s platform, which enables broadband providers to unify all customer touchpoints into a seamless experience. Whether a customer reaches out via SMS or social media, the interaction is recorded and accessible across all channels, allowing agents to provide context-aware support without forcing the customer to repeat themselves.
A Personal Journey Through Telecom
Mike Roddy brings more than 35 years of telecom experience to the table, having held leadership roles at companies like TDS, Everest, and RCN before founding GOCare. Throughout the episode, Roddy recounts how his regulatory and operational experience shaped his understanding of what makes telecom businesses successful—and where they fall short.
“I was on the operator side for a long time,” Roddy says. “One thing I consistently saw was high contact rates at call centers, high churn, and unnecessary costs due to non-paid disconnects. Customers were frustrated, and providers were stuck in reactive modes. That told me there was a better way to do this.”
Roddy’s solution was GOCare, founded on the principle that modern subscribers want frictionless interactions—the kind they get from Amazon or Uber. By taking a data-driven approach to support, GOCare helps ISPs evolve into agile, subscriber-first businesses.
Why Omnichannel Matters More Than Ever
Broadband providers are no longer operating in a monopoly-like environment. Thanks to increased government funding, private equity investment, and competitive overbuilds, subscribers now have choices. As Roddy notes, this competition has made customer experience a primary battleground.
“We’re not the only game in town anymore,” he says. “And when customers can easily switch, delivering an exceptional experience becomes your biggest differentiator.”
Omnichannel support isn’t just a buzzword. It’s a strategy that recognizes how real people want to interact with their providers. On some days, a phone call is preferred. On others, a quick text is ideal. A true omnichannel platform allows all of those options—and ensures they work together behind the scenes.
Automation and Analytics: Reducing Churn and Cost
One of the most powerful aspects of GOCare’s platform is its ability to integrate automation and analytics into the support process. From bill payment links via SMS to outage notifications and password resets, customers are empowered to resolve issues on their own—without picking up the phone.
Roddy highlights the results:
- Significant reductions in call center volume
- Increased speed of customer payments
- Fewer missed appointments
- Improved NPS and CSAT scores
“Customers don’t want to call unless they have to,” Roddy notes. “If you give them tools to solve problems themselves, they’ll use them. And that improves outcomes for both sides.”
GOCare also provides deep operational insights through dashboards that track contact volumes by channel, agent performance, and customer journey analytics. This helps providers make smarter decisions and pinpoint areas for improvement.
Overcoming the Human Hurdle
As with any technology transformation, success depends on adoption. Roddy notes that while consumers quickly embrace text-based support and self-service tools, internal staff can sometimes resist the change.
“The biggest challenge is breaking old habits,” Roddy explains. “Agents need to trust the system, log in consistently, and use the tools provided. When they do, the benefits become obvious.”
Fortunately, the data supports the transition. Once GOCare is implemented, providers typically see a rapid migration from phone calls to digital channels. In many cases, contact volume shifts from 90% phone to a 50/50 split with SMS and chat within 12 to 18 months.
Looking to the Future: AI, Integration, and Total Experience
The conversation also touches on the future of omnichannel support and how emerging technologies like AI, IoT, and predictive analytics will continue to shape the broadband experience. Roddy is bullish on the potential of these tools but cautions that they must deliver real value.
“It’s not about flashy tech,” he says. “It’s about results. Is the customer getting what they need in a way that’s easy and efficient? That’s the bar.”
GOCare takes a partnership-first approach to technology, integrating with incumbent systems like billing and network management platforms. Instead of replacing existing tools, GOCare enhances them by unifying data and creating smarter customer journeys.
This approach aligns with what Gartner calls “total experience,” a framework that emphasizes customer, employee, and operational outcomes together. By improving support workflows for agents, giving customers more control, and helping providers operate more efficiently, GOCare aims to deliver meaningful improvements across the board.
Lessons from the Journey
As the episode winds down, Brad Hine asks Roddy a reflective question: If you could go back in time to the early days of your startups, what advice would you give yourself?
Roddy’s answer: Be disciplined with capital, avoid the race to the bottom on price, and always prioritize long-term value over short-term gains. He warns against getting caught up in price wars and emphasizes the importance of building a reliable, easy-to-use service that customers genuinely prefer.
“You don’t win just by being cheaper,” he says. “You win by being better. And better means easier to work with, more reliable, and more responsive.”
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