In January 2022, Guide Star’s Call Center provided support systems and services within 24-hours for a national WiFi provider who primarily serves hotels and multi-dwelling units (MDUs). With over 300 hundred customers throughout the United States, this provider outsourced 24-hour call center support to a third party who unexpectedly went out of business, due to financial complications. As a result, this third party service failed to provide any notice, and suddenly, the WIFI provider was left without representatives to answer calls or technicians to troubleshoot WIFI issues to existing customers.
In less than 24-hours of speaking with this WiFi provider, Guide Star was able to establish support services equipped with a new toll free number. Among the rush to restore essential services to the WiFi provider’s customers, Guide Star implemented a new ticketing solution through Zendesk, featuring reporting metrics to ensure customer satisfaction, thereby producing high-quality support services. Additionally, Guide Star set up 24/7 monitoring of each network device to observe, detect, and prevent any connectivity discrepancies before they happen. Within 72-hours, all of these systems were provided and completed for a thankful customer in a tough spot.
By quickly re-establishing services for this WiFi provider, they were able to retain customer advocacy and satisfaction in a highly connected, second-by-second world. Not only were the services restored, but they were improved with Guide Star’s network monitoring services, leading to first call resolutions as high as 90% and an average speed of answer in less than 60 seconds!
This success story displays how a nimble support operation can attack problems with expertise and precision to deliver a successful result. Let Guide Star be there to support your company.