I had the opportunity to meet with a few customers this month. Two customer service stories they shared with me stood out.
Talking to a Real Person
One customer in the broadcasting business said he noticed something right away that sets 1Velocity apart from the other Internet carriers he has dealt with. At the bottom of all the emails our network team sent him during setup, he saw the following statement:
24/7 NOC Emergency Contact Line: 702-333-3753 - This number uses a hunt pattern. Please allow to ring until you reach a live team member. If you are unsuccessful reaching a live team member please call back. 1Velocity takes pride in our customer service. As a 1Velocity customer you will always reach a live team member.
He and other customers have told me that too often when they call other carriers, they have to call an automated line and end up getting stuck in a phone tree. Or, they reach someone who has little to no real technical background. Or they have to open a ticket via email or in a web browser (kind of hard to do when your internet is down) to get service. Most feel helpless, wondering if anyone in a position to help is working on the problem.
Our escalation list includes three layers of contacts from the tech support group to management to me, the CEO. In four years, I have only been called once.
Knowing the Network
The second story comes from a new customer in the distribution business. The customer moved to 1Velocity after a bad experience with his previous carrier, a regional CLEC.
The customer had an outage and called tech support. The CLEC customer service rep said they didn’t know they had an issue but would get back to the customer shortly. Three hours later, the customer was back up but hadn’t heard from the customer service rep. The following day, more than twenty-four hours after the issue had been resolved, the CLEC customer service rep finally called back and said the connection should be back up. The customer could not believe his carrier didn’t have a better grasp on the status of the network.
If you listen to or read our customer testimonials, you’ll learn customer service is one of 1Velocity’s strengths. Maybe that’s why, according to Speedtest.net, no other carrier in Nevada has higher customer satisfaction ratings than 1Velocity.