Call Center Services
    End User Support
    Customer Care Software
    Satisfaction Surveys

End User Support
In a highly competitive market, the quality of your customer service and support organization is one of the few ways to differentiate your company from your competition. Only companies that focus on providing the best possible service to their customers will be successful.

ZCorum's respected in-house Customer Care Center provides consistent, high quality support for your customers, at any hour, 365 days a year. We operate call centers only in the United States. Your customers will never be transferred to a representative in a foreign country who may have little interest in your business, and no real ability to solve your customer's problem. Our support team has direct access to engineering and management resources to make sure that your needs and your customer's needs are being met.

Your customers can access technical support via a toll-free number, via email, on our support web site or via Live Help, ZCorum’s real-time chat program. Live Help works in much the same way as popular instant messaging and text chat tools you may be familiar with. To begin a Live Help session, your customer will simply click on the Live Help button posted on your homepage and type in their question. Within moments, a Support Representative will acknowledge your customer’s question and begin working with them to diagnose and resolve any issues they are experiencing.

ZCorum's qualified personnel are trained to handle your customer's calls quickly, efficiently, and effectively. The service level for hold time is set at 30 seconds and 88% of calls are answered within service level. Our Customer Care Representatives maintain a 90% first call resolution rate. We support:

• Broadband and Dialup Internet Services
  
• Email
  
• VoIP and Telephone
  
• IPTV and CATV

ZCorum provides customizable reports on calling rates, failure categories and customer satisfaction survey results. Additionally, ZCorum Affiliates have direct access to our Customer Care System to view open and resolved tickets and individual customer survey responses.

Our success is based on your success. ZCorum Customer Care Representatives are trained and motivated to put the customer first, and to deliver the extra-mile customer service that you would expect your own staff to provide.