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Many internet service providers offer additional products they want to sell along with internet plans, but don’t have an easy way to incorporate these products and services as part of their online checkout. gaiia’s online checkout now includes the ability to display those products as part of a customer’s checkout process. These add-ons are products sourced from your product catalog that can be added to orders in the checkout flow.

With the add-ons feature, gaiia customers can sell supplementary products, services, plans, or subscriptions that can be added and customized within your checkout settings. When the orders are placed, the add-ons are processed automatically.

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How ISPs can use add-ons

A customer may want to add additional services, such as a static IP address, a parental controls suite with monitoring, filtering, and time limits for children, or an advanced security suite that includes antivirus and anti-malware software subscriptions, to go with their new internet service. 

Previously, a customer service rep might need to call the customer to confirm the additional products and manually add them to the customer’s account. With add-ons, this all happens easily within the checkout flow. 

The add-ons feature can also be used in combination with gaiia workflows. When an add-on is ordered it can trigger a workflow to automatically provision the products or services in the order, saving teams from any additional manual work. 

The add-ons feature enables ISPs to increase average order value, profit margins, and, ultimately, ARPU.

Anything in your product catalog can be used as an add-on. Here are a few examples of services you could offer: 

• Email services: Hosting email accounts, sometimes with custom domain options
• Enhanced technical support: Premium customer support services, such as 24/7 technical assistance or priority response times
• Device protection: Insurance for your devices against damage, loss, or malfunction
• VPN services: Access to virtual private network services for enhanced online privacy and security‍
• Web hosting and domain registration: Services to create and host personal or business websites

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oxio case study

oxio, a digital-first ISP in Canada, uses gaiia’s online checkout to display additional products and services, such as allowing customers to add multiple routers to their subscription. As a result, approximately 10% of all customers add an extra router, which resulted in those orders having a 12% higher ARPU every month. 

Read more about how oxio optimized their customer acquisition & onboarding flow.

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Multiple plan add-ons

ISPs may also offer add-ons that have multiple plans for a customer to select from. For example, a customer may need to choose from multiple cloud storage plans for backing up files and data, television plans that include cable or IPTV services bundled with internet, or mobile data plans with portable WiFi hotspots for internet access on the go. 

gaiia supports both multiple plans options and single add-on products within the add-ons feature. 

Other multiplan add-ons might include:

• VoIP home phone plans: Add a home phone line that operates over the internet
• Streaming services: Offer discounts or subscriptions to streaming platforms like Netflix, Hulu, or HBO Max included with internet plans
• Smart home: Integration and support for smart home devices, including security systems and automation

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Benefits of the add-ons feature

• Subscribers have explicit confirmation of what they're ordering in the checkout flow and how much it costs
• ISPs no longer need to rely on custom fields to ask for subscriber's interest in add-ons
• CSRs no longer need to communicate with every subscriber to confirm their add-on selection
• CSRs no longer need to add subscriptions to customer accounts manually, and add-ons can be provisioned automatically when used in combination with gaiia workflows 

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Enhancing your checkout experience with add-ons not only simplifies the purchasing process for customers but also helps ISPs tap into new revenue opportunities. By seamlessly integrating supplementary products and services into the checkout flow, ISPs can boost ARPU, improve customer satisfaction, and reduce manual work for support teams. Get started with add-ons in the gaiia platform today.