What are GigSky’s goals for support?
Our customers have a lot of options. We’re competing with traditional telecom companies, so we don’t lock our customers into any contracts. There’s a low investment on their part. It’s easy for them to start using another provider. Excellent customer support is an important differentiating factor for us. Ultimately, our goal is to keep customers happy and keep them using GigSky. Customer support plays a big part in achieving that.
Why did you choose to work with 5CA?
I wanted us to provide 24/7 support, but during early growth stages of the business, hiring dedicated staff to do that was cost prohibitive. I talked to a few different companies, but 5CA was the only one that was affordable, based on its pay-per-use model, and could scale as our customer base grows. And even though we haven’t taken advantage of these yet, 5CA’s multilingual and social media support offer interesting ways to improve our customer support.
How has GigSky benefited from working with 5CA?
5CA has been very flexible and keen on finding solutions to the problems we’ve encountered in delivering high-quality customer service. There’s been a lot of work on 5CA’s side to make support systems work the way GigSky wants them to work. It feels like a collaboration, which is my preferred way of working with our service providers.
We’re a global company. Having customer support 24-hours-a-day, 7-days-a-week means I can be confident that, when a customer calls, that call will be answered. Also, contact centers can have high staff turnover. It’s critical to be able to deal with people leaving and hiring and training new ones efficiently and effective so the quality of customer service is unaffected.
That all comes down to the work your Quality Lead does, and he’s doing a great job. The fact we can have this high-quality service at an affordable price is of great benefit to GigSky. I feel comfortable that – as we grow – 5CA will be able to accommodate that growth and help us continue providing excellent support.