In today’s economy we have to earn the right to serve our customers every day. After more than a few years of experience I’ve learned that nothing can be taken for granted. As a customer, we all “vote” with our dollars. Our choice to buy may be based on several factors. It ...
Providing responsive and competent customer service has always been an important part of creating happy customers. Today this is more important than ever, and can mean the difference between creating fans of your brand, or a publicity nightmare.
There are some great products and services out there. In fact, some of them are so ...
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You probably know the feeling. You make a call to a technical support number for a product you own. You hear the line connect and a voice on the other side greets you. Even though it’s only been a moment, your expectation of receiving quality help starts to fade. It ...
I’ve explained before how TruVizion can help you stop playing 20 Questions with your customers and proceed directly to troubleshooting. Clearly, being able to skip a series of diagnostic questions can shorten the call.
But did you know that using TruVizion to diagnose and troubleshoot customer issues can reduce the average length of calls ...
Continue Reading →Customers don’t want to spend time on the phone troubleshooting with tech support, only to find that their problem is caused by an issue in your cable plant.
So what can independent broadband providers do to accelerate the diagnosis and escalation of plant problems?
It’s actually pretty easy
Just give technical support representatives access to more RF information, diagnostic tools, and maps.
Download the case study
In our ...
Continue Reading →The Christmas tree at ZCorum’s Gordon office won’t be decked with red and green this year – it will be patriotically dressed in red, white and blue.
“We wanted to honor the military this year and remind everyone not to forget our soldiers,” says Cherri Peavy, a ZCorum employee. Niki Moore led the effort to decorate this year’s tree.
The tree stands in the front office and ...
Continue Reading →Is it possible to find a product that helps independent broadband providers protect their networks and also increase average revenue per user (ARPU)?
Absolutely!
What is this wonder-working product? A security suite.
It sounds deceptively simple, but adding a security suite to your line of Internet services adds value for your customers while simultaneously reducing excess traffic due to viruses and spam ...
Continue Reading →Posted by: Paula Glover
Customers writing love letters to tech support? Sounds ridiculous, doesn’t it? But it’s possible and the excerpts below from Bruce N. in Arizona, a customer of one of ZCorum’s Affiliates, show just how glowing the reviews can be:
I would like to call your attention to two tech support people who I felt did a very special job in trying to assist me with ...
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