2024 VISIONARY SPOTLIGHT AWARDS | CHANNELVISION 49 OVERALL EXCELLENCE AWARDS Best Customer Service 2024 AireSpring In 2023, AireSpring expanded its customer service team and introduced solutions for its ticketing and monitoring systems, including APIs to add customer-tracking systems to the AIreCONTROL AI-powered, cloud-based ITSM platform. All told, more than 92 percent of support issues are proactively opened, with cases automatically created via the AIreALERT automated NOC. Offering one-on-one support throughout the customer lifecycle and extending escalation even to the CEO level, AireSpring’s recent investments in automated wireless and customer-provided circuits-monitoring, as well as its overhauled AireCare customer portal, have improved usability and reporting. At the same time, AireSpring’s repair center customer satisfaction has remained steady (98 percent average). BCN Rejecting the AI-driven chatbot trend, BCN relies on real people to ensure that customer interactions have a personal touch. One differentiator is BCN’s dedication to serving clients of all sizes with equal diligence. Through its Major Account dedicated service approach, BCN aligns advocates with their biggest accounts for personalized, proactive, concierge-level support. This tailored service strategy demonstrates BCN's understanding of diverse client need and commitment to delivering excellence. One testament to BCN's superior customer service is it net promoter score (65), ranking above the industry average. Bluebird Network Rated in the top 1 percent of worldwide internet networks by CAIDA, Bluebird’s knowledgeable, responsive staff focuses on delivering top-notch service, even in unprecedented circumstances. This includes, among other areas, network setup, technical troubleshooting and connectivity guidance. Bluebird’s infrastructure includes over 11,000 miles of fiber and two data centers, each equipped with a “Smart Hands” premium feature to enhance colocation within the ecosystem. Smart Hands extends an effective solution for deployment services, supporting real-time equipment troubleshooting without displacing customer resources. Console Connect Console Connect’s platform is self-provisioning, but the customer and partner are never abandoned. It lends agile network services, applications and sales/marketing tools to partners, whereas customers benefit from dedicated resources to troubleshoot, drive revenue growth and promote success. Its private, high-performance connections mean that global networks, clouds, SaaS providers, IoT providers and application providers are clicks away. With an underpinning private network and tier 1 global network, accessibility from 1,000+ data centers in 50 countries and integration with major hyperscale cloud providers, Console Connect has everyone covered for network performance, speed and security. New Horizon Communications (NHC) The NHC customer service team research services, pulls CSR answers, verifies and updates information and customizes invoices according to AP department specifications. This includes adding cost center codes and splitting up accounts by region. NHC also creates tickets for MAC activity, reviewing and applying credit requests and functions as a general “hotline” for resolving customer issues. NHC’s customer service also assists with training for its MAP online billing portal, which aids customers in downloading invoices, checking usage, opening and tracking tickets and reviewing and downloading inventory from a single pane of glass. A recent example is a re-contract request from a nationwide hosted newVoice customer in which NHC pulled inventory for 39 locations, updated 481 user seat packages, worked on a CPE buyout of 422 devices and signed, updated and sent re-contract paperwork in less than seven days. QuestBlue Systems QuestBlue’s customer service team works hard, making use of its deep client relationships to fix issues that arise. Customers will never have to speak to a robot; it has dedicated personnel for resolving issues, even after close of business, and following up with a pleasant demeanor. In line with its commitment to excellence and improvement, QuestBlue’s team offers training and resources to handle complex technical issues. With its knowledge of telecom, respectful attitude and compassionate approach, it promotes smooth transitions, minimized disruption and confidence that everything is in good hands. This sets QuestBlue apart in much of the industry. THE Communications STACK Provider™
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