Give Subscribers More Control Without Creating More Work
Subscribers expect to handle routine interactions on their own terms.
They want to shop for service, schedule installation, manage their account, make payments, check service information, and get help without calling a CSR every time they need something.
GLDS Customer Self-Care extends the BroadHub ecosystem directly to the subscriber. The objective is not to create another disconnected portal or digital channel. It is to give customers access to the same subscriber, billing, service, scheduling, and operational information already driving the provider’s business.
MyBroadbandMarket™, or MBM, supports digital onboarding and order entry. Prospective subscribers can review address-specific offers, select services, complete an order, and move into installation scheduling while BroadHub supplies the underlying service, offer, and account information.
Self-service can quickly become a meaningful part of operations. One GLDS customer reported that approximately 40% of subscribers were using self-scheduling for installations.
MyBroadbandAccount™, or MBA, extends that digital relationship beyond the sale, allowing existing subscribers to interact with their BroadHub account through a provider-branded online experience.
HubTalk™ takes self-service into a new phase.
Most customer-service AI can answer questions. HubTalk is being designed to participate in the broadband workflow.
Because HubTalk is natively integrated with BroadHub and connected partner systems, it can use real subscriber context and operational tools rather than relying only on static FAQs. HubTalk can understand service status, discuss account and billing information, facilitate payments, provide outage updates, assist with service changes, and guide subscribers through common account and support processes.
The goal is not to remove the human relationship. HubTalk is intended to handle high-volume, lower-complexity interactions so customer service representatives can spend more time on situations involving judgment, empathy, retention, or complex problem solving.
That reflects the broader GLDS approach to AI: build, test, validate, and operationalize before making broad promises. AI is being applied where it can strengthen established broadband workflows, not simply where it can produce an impressive demonstration.
With MBM, MBA, and HubTalk, self-care becomes a direct extension of BroadHub rather than another system your team has to integrate and maintain.
