Have you ever wondered how much time you’ve spent in your life on hold? Talk about scary Halloween nightmares! This year, with Covid-19, average hold times have gone through the roof. Call centers, especially those located in international locations, are struggling to be responsive while dealing with a decrease in staffing and a need to ensure worker safety. To make matters worse, call volumes are increasing. More people are checking on the status of shipments, canceling or rescheduling reservations, and dealing with credit card and banking issues.
The situation is particularly painful for cable and internet companies. Employees suddenly forced to work from home are grappling with slow internet speeds and limited bandwidth. Students trying to participate in online education are having trouble watching a lecture or even uploading homework assignments. Families looking for some escape by streaming a movie or enjoying an online game become frustrated. All this adds up to more calls to customer service and more frustrations. Hold times can commonly be an hour or more. When there is an answer, it’s often an unhelpful automated response that just pushes the caller back to the website. Even when a human representative finally gets on the line, they are hurried, impatient, don’t seem to care, and are often difficult to understand.
This isn’t working for anyone. Alcorn County deserves better.
More companies should realize that providing excellent customer service is a surefire way to attract and keep customers. Unfortunately, many of the national, behemoth service providers just aren’t set up to do that. They work on a volume model fixated on signing up and maintaining as many accounts as possible to maximize the bottom line. It’s a numbers game, and the customer is just that…a number.
What we all want in customer support is really quite simple:
- Short Hold Times
- Friendly, Knowledgeable Representatives
- Quick, Competent Answers or Resolutions
And – Local means something, especially when it comes to support and service. When you call ACE Fiber, we’re eager to chat (imagine that!). We’re obsessed with excellence in customer service and support when you choose us as your internet service provider. You’ll hear our phone support technicians say things like “y’all” and “whatnot” on more than one occasion, because more than likely, the person you talk to is a friend or neighbor. Plus, it makes our day each time we hear our support team’s local southern charm assisting our community.
Our team knows that our new product offerings –– fiber-optic internet and phone service –– are something we can all be excited about. What makes it even better is that when you choose to do business with ACE Fiber, you do two things at once: you get connected to America’s Fastest Network AND you’re supporting your local economy. We exist to serve our co-op members, and just like we always have at ACE Power, ACE Fiber offering 2g speed internet shares a commitment to Alcorn County’s long-term success.
And when you call us, we want you to know that you’ll reach a real person — never a robot. So, if you have to call to troubleshoot your internet connection, we understand how valuable it is for you to talk to an actual person who can relate and help you quickly get back to relaxing on your evening off. We promise that with ACE Fiber, you’ll get quicker response times than the big national internet service providers.
We want to get your fiber-optic internet up and running as quickly as you do. ACE Fiber is here to bridge the digital divide for the homes and businesses of Alcorn County with high-speed fiber optic internet and phone services. Never hesitate to call us with any questions or concerns that pop up. Who knows, you might even get to catch up with an old friend on the other line!