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GoAmerica, Inc. (GOAM) Message Board

  • coolcatnip_44115 coolcatnip_44115 Jan 26, 2004 9:37 PM Flag


    Its Extensive Customer Service Improvement Plan
    Friday December 19, 2:28 pm ET
    Relationship with CSD to Enable Expanded Support Hours, Quicker and More Efficient Issue Resolution, Superior Customer Service

    SAN LUIS OBISPO, Calif., Dec. 19 /PRNewswire-FirstCall/ -- Today, Wynd Communications (a GoAmerica, Inc. company; Nasdaq: GOAM) announced the first phase of its service improvement program designed to dramatically improve the customer experience. In addition to new billing and customer relationship management tools, Wynd launched an outsourcing relationship with Communication Services for the Deaf, Inc. (CSD) to enable high-caliber 24 X 7 support.
    "We've taken customer feedback to heart," said Dan Luis, chief executive officer for GoAmerica, Wynd's parent company. "We've challenged ourselves to deliver a support experience that is on par with the quality of our wireless services. From ordering and billing to technical support, nearly all aspects of the customer experience will be significantly enhanced in the coming months. We are excited to team with CSD to offer the high-quality support our customers deserve."

    Wynd has developed a phased approach to improving the customer experience. During the first phase of this initiative, Wynd activated support tools such as new billing and customer relationship management software, and began outsourcing customer service functions to CSD. CSD is taking customer calls 24 hours a day, 7 days a week, and gathering relevant information for quicker resolution by Wynd support experts. During the second phase, expected to launch later this month, Wynd will provide CSD with access to Wynd's internal systems, allowing CSD service specialists to view customer information, create trouble tickets and resolve issues for the majority of customer service inquiries.

    "Advanced technology is making communication more accessible in today's world, and wireless services and devices are quickly becoming a lifeline for the Deaf community," said Benjamin Soukup, president and CEO of CSD. "Wynd's efforts to enhance and improve these services underscore their renewed commitment to the customer. We share this commitment and are thrilled to play such an important role in their new customer service initiative."

    Phase One of Wynd's customer service improvement initiative specifically addresses those areas of Wynd's business that will have the greatest impact on the customer experience, including the availability of its support team, its internal processes, and its internal and external support tools. Highlights of today's announced initiatives include:

    -- Expanded Support Call Hours Make Support More Accessible: Wynd's
    relationship with CSD has enabled Wynd to make its support more
    accessible and available for longer periods of time.

    -- Process Improvement Expedites Issue Resolution: Wynd has completely
    restructured the internal processes it uses to resolve customer issues,
    simplifying how its representatives provide customers support. This
    means that customers will see issues resolved faster than before.

    -- New Internal and External Tools Make Most Issues Addressable in a
    Single Call: New customer support tools will enable Wynd to build a
    consistent, positive experience by putting customer history, device
    information, and more, at the support representatives' fingertips.
    Additionally, customers will be empowered to view billing information
    online via Wynd's web site.

    "At its foundation, our service initiative is designed to ensure that Wynd customers get their issues resolved quickly and efficiently, and that they experience outstanding support," said Frank Endres, Wynd's director of operations, and primary architect of the service improvement plan. "By integrating the call handling expertise of CSD with new tools and processes

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