Service Provider deploying a new Fiber cabinet
Service Providers are constantly reminded that “the customer is always right.” The leading factor in a Service Provider’s customer acquisition and retention strategy is not the latest bundled offering, fancy new phone, new features or even price. It has been proven that market share is ultimately won and lost in the quality of service delivery and customer support. American Express revealed, in their 2011 Global Customer Service Barometer that three in five Americans would try a new brand or company for a better service experience. Furthermore, in 2014, American Express quantified that customers would pay an additional 14% for better customer service, all other factors being equal.
While customers want the latest features, speeds and tools for less money, those customers are more likely to stay with a provider of reliable service with exemplary support. Likewise, a customer who has all the speed and features for a cheap price will leave in a flash, if that service is unreliable and customer service is lacking. Instead of attempting to staff end-user support, a service provider should consider outsourcing to a company that specializes in ensuring that their customers are properly supported and then investing the cost savings to acquire new customers.
By leveraging API Digital's proven best practices and our outstanding 24 x 7 x 365 Customer Support Group, a Service Provider will see immediate improvements from faster issue resolution and better customer satisfaction, much more economically. The Service Provider may also gain a proactive eye on the technology infrastructure that powers its services by overlaying API Digital’s 24 x 7 x 365 Network Operations Center.
API Digital is focused on improved quality of service, reduced support workload and increased efficiencies for your customers. API Digital’s methodology creates a leaner, more profitable service offering by design. The result is a scalable model that relieves the burden of routine tasks, freeing your team to focus on higher value initiatives that better utilize existing resources to grow the Service Provider business.
Contact us today to figure out how we can help you provide great customer service.