Someone comparing providers is not browsing. They have decided to move, they are on a comparison site at nine in the evening, and they have four practical questions standing between them and a completed order.
Whichever provider answers those four questions first usually gets the customer.
What switchers ask
Switchers usually ask how long the switch takes, whether they will lose service and for how long, whether an engineer needs to visit, whether they need new equipment, whether they can keep their phone number, what happens with their existing contract and any exit fees, when billing starts and whether they can keep the same package.
What new connections ask
New connections are different. They ask whether service is available at the address at all, what the lead time is, whether the property needs work, whether there is a connection charge and what happens if the address is not yet on the system. These enquiries frequently come from people moving house with a fixed date.
Example conversations
These scripts use information a provider might publish. Your answers should come from your own pages.
Customer: How long does switching take, and will I be without internet? Assistant: The switching page explains the typical timescale for each connection type and confirms that like-for-like switches usually complete with no loss of service, with the exceptions listed. Could you tell me your postcode and current connection type so the team can confirm what applies?
Customer: I am moving house next month. Can I take my package with me? Assistant: The moving home page explains how packages transfer, the notice needed and what happens if the service is not available at the new address, including the terms that apply in that case.
Customer: Do I need a new router? Assistant: The equipment page explains which packages include a router, whether existing equipment can be used and what is sent before activation.
Availability checking
For new connections, an availability answer is the whole enquiry. If a postcode check exists, point to it. If availability requires a survey, say so with a timescale rather than leaving the customer guessing.
Exit fees and timing
People switching worry about paying two providers at once. Explaining how to time a switch around a contract end date is genuinely helpful and builds trust with someone who expects to be sold to.
Existing customers upgrading
A large share of enquiries come from customers who already have service and want something faster, cheaper or different. They ask whether they can upgrade mid-contract, whether the term restarts, whether an engineer visit is needed and whether the price changes at the end of a promotional period. Answering these keeps customers who would otherwise start comparing providers instead.
Business connections
Business customers ask about service levels, static addresses, installation lead times and contract terms, which is closer to the pattern in technical pre-sales questions that stall B2B deals.
After the switch
Once connected, the volume moves to billing and faults, as described in service outage and billing questions that swamp support.
Onboarding well
The first weeks set the tone for the relationship, in the same way described in onboarding new agency clients without endless emails.
Turning questions into pages
The questions switchers ask repeatedly should become published pages, which is the approach in turning unanswered questions into website pages.
Getting started
Publish switching timescales, downtime expectations, equipment and moving home terms, then answer at any hour. SpideyChat for B2B and service providers answers from your published pages. Try SpideyChat on your own site, or read about answers on the features page.