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ZCorum Launches Cable TV Support Service
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Enables Providers to Boost Satisfaction and Retention of Video Subs
Alpharetta, GA (May 13, 2010) — ZCorum, a provider of managed broadband services, announced today the launch of a new set of technical and customer support services for cable video operators and their subscribers. ZCorum today provides cable modem management tools and end-user support for cable modems and EMTAs. The new service further expands the role of their technical support department into video.
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“We saw a clear need for a higher level of support for video customers among our cable providers, especially after hours”, said Julie Compann, President and COO of ZCorum. “Most cable customers work all day. They're not home watching TV, and may not notice a problem until after their cable company's office is closed. When they call, they don't want to leave a message with an answering service or wait for a callback.”
ZCorum brings cable video providers something more than just a simple answering service. Rather than leaving the customer without real answers until the next business day, ZCorum's staff will begin troubleshooting the problem immediately. According to Compann, they actually started providing the service for a few of their key Affiliates who asked about it, including San Bruno Municipal Cable TV. "Prior to ZCorum, we had an answering service that handled all our after-hours video calls”, said Steve Firpo, Business Manager at San Bruno. “Our video customers are very pleased with the expanded level of customer service that they now receive."
ZCorum's basic service includes customer education, troubleshooting physical connections and leading the customer through power cycling their set-top box (STB). They also offer more advanced options with certain billing systems that includes a refresh of the STB, adjusting pay-per-view (PPV) credits, paging on-call technicians for specific problems, and even a handling a warm transfer between the customer and the on-call technician.
“Consumers have more choices than ever on how and when they watch their favorite shows, making it critical for cable providers to deliver a quality customer service experience”, said Compann. “Our new CATV support options provide a way for them to significantly raise the level of service they offer their subscribers at very little cost.”
For more information on ZCorum's Cable TV Support Service, or any of the other managed broadband and technical support services the firm offers, visit ZCorum.com or call 1-800-909-9441. Cable operators can also meet with the representatives of the company at the Canadian CommTech Show, May 19 – 20 in Kelowna, British Columbia. ZCorum will be answering questions about its technical support services, as well as giving live demonstrations of TruVizion, a hosted application for monitoring and troubleshooting cable modem networks.
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