ISP Support
Customer service is essential to the success of your business.
46% of broadband subscribers say customer service is the most important factor in determining their satisfaction with their service provider. Yet, according to a recent Harris poll, 90% have had a bad experience that evoked a response such as swearing, shouting, crying or hitting something in frustration.
ANPI ZONE provides Internet Service Providers (ISPs) with an affordable, reliable technical support solution through SecurityCoverage. ISP Support is branded to your company. When a customer calls your after hours technical support, they don’t know they’ve actually called into a call center.
The SecurityCoverage ticketing system allows you to create your own mandatory fields as well as custom fields used to collect important data from your customers.
SecurityCoverage tracks and logs all case details for reporting and review purposes. This gives you a valuable snapshot to pinpoint primary and secondary issues.
ISP Support includes:
- Fully staffed contact center available 24x7x365
- Support for 24×7 service, call volume overflow, off hours and weekends
- Branded call answered with dedicated call queue
- Web integrated chat support
- 80% of calls answered within 3 rings with the flexibility to work a service level agreement around your needs
- Detailed reporting on service level and call statistics
- Web enabled real-time case details
- Full transfer and routing capabilities for escalations
- Flexible ticket tracking system with extension opportunities to third party CRM systems
- Permissions driven remote support capabilities which provide lower call times and a better customer experience
- Real-time reporting
- Customer email notification after case close
- Various levels of support from basic to technical
- Customizable customer satisfaction survey and real-time survey results
Technical Support Representatives
- All technical support representatives are located in Midwestern United States
- The call center management team has over 40 years of ISP/Telecom/Help Desk experience
- Representatives speak English first and industry jargon second, making it easy and simple for your subscribers to interact
- Extensive training and certification program required before calls are taken
- Ongoing quality assurance training, monitoring and coaching conducted
Benefits
- Achieve improved customer satisfaction while decreasing your expenses
- Free up your resources to focus on service reliability, build out and other high priority projects.
