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Make or Break the Business >>
In the ISP world, support is critical because technically ISP stands for Internet Service Provider. Customers demand an excellent level of support and service, regardless of whether it is an individual consumer or a large organization. Ideally, if an ISP provides great, reliable service, technical support should be at a minimum. Our experience has shown us that high reliability and good overall network practices can significantly cut the number of support calls. Keeping the level of calls down is great, but how the customer is treated and providing a timely solution is the key to keeping the business.
Dealing with tens of thousands of minutes of technical support calls ranging from general consumer configuration issues to major routing issues helps build a great base of what to do and what not to do. Most providers outsource the technical support function, but API Digital believes that this function is far too critical to our business and our customers.
Over the past few years, we have learned what really works well in both the consumer and business arena. We have also learned people and process can make a provider great.
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