By: Jeff Kennon, Director of Customer Support

Waiter, check please!

Think about the last time you went to a restaurant and had a bad experience. I’m not just talking about a mediocre waiter or lackluster food. I’m talking about the kind of experience where you leave in a bad mood. What did you do? Did you complain to the manager, tell your friends or family about the experience, or just leave and never go back? In today’s global economy, customers have options. If they have a bad experience, they can easily take their business elsewhere. According to a recent study, 82% of consumers have, at some point, stopped doing business with a company because of poor customer service.

Plus, with today’s social media-connected Internet, these ex-customers might post about their experience to Yelp, Facebook, Twitter, and a myriad of other popular websites and apps, leading to the loss of potential future customers as well. According to the study linked above, nearly 80% of dissatisfied consumers go on to tell others about their experience, and these messages can have a huge impact. Over 80% of consumers are more likely to trust product or service information provided by independent sources over advertising for the service. These reviews will play a major role in determining whether you retain current customers and gain new ones.

At NeoNova, one of our core values is “customers are our reason for being.” We understand that, like our restaurant example, one bad technical support experience can cost your company a customer and can create bad publicity, leading to the loss of other current and potential customers as well. We’re truly here to help your customers solve their issues to the best of our ability. We know that customer satisfaction will help your company grow revenue and reduce churn, and when you succeed, we succeed.

But it’s one thing to say that we go above and beyond to ensure your customers are satisfied. The key question is how do we do it?

First, we start by finding the right people. When we interview agents to be a part of the NeoNova support team, we don’t settle for warm bodies to answer the phone. We require quality individuals. They must be personable, friendly, kind, and passionate about helping people. Technical knowledge is a bonus, but it can be taught; our number one priority is to find the personal qualities that drive excellent service interactions.

Another thing we look for are people who won’t be satisfied remaining a customer service agent forever. It may sound strange to say we welcome and expect some turnover on our Help Desk, but we actively seek smart, motivated individuals who want to advance in their careers. We work with our agents to cultivate their careers and provide advancement paths to help them grow. Promising agents have been promoted into leadership, marketing, customer advocacy, network operations, and a variety of other roles.

After our agents have been thoroughly trained, both in the classroom and on the job, we survey one in three customers at the end of their support calls to gather real-time customer satisfaction data. Since the survey is automated, customers can feel comfortable giving honest feedback. They are asked about the agent’s knowledge, support skills, and their overall customer satisfaction. If we receive a low scoring survey, we follow up with the customer to attempt to better resolve their issue and to see if we can improve our own processes and training to prevent the issue from recurring. We refuse to settle for mediocrity because we understand the impact technical support can have on your business.

We also understand that we’re not the only ones who care about this information. A big differentiator for NeoNova is that we give YOU, as a support customer, full visibility into our help desk metrics. You can see how we are doing, how many calls are waiting to be answered, the average speed of answer, and more. You deserve (and your business needs) to be fully informed about how your customers are being treated. We even provide you the power and ability to pull your own calls to judge for yourself what your customers are hearing. We believe you should hear and see everything that happens when your customers are involved.

What if you have a question or concern about the support process we are using to assist your customers? Do you have to go through lengthy call menus and wait on hold in the same queue as your subscribers? No way! We give you your own dedicated support line to reach a supervisor or team lead right there in the help desk, 24×7. That means fast, expedited support responses for you and your team. And don’t forget about your dedicated NeoNova Customer Advocate. These vital members of the NeoNova team act as an extension of your own team. They’ll take the time to get to know you, your company, and everything about your services. Their role is to watch out for you and make sure your voice is heard and your issues are resolved!

We go to these lengths because we know your customers are your reason for being. As your technical support provider, we often interact more with customers than your core team does, and we work hard to ensure we’re representing you in a way that will delight your customers.

If you have questions or if you’d like to hear more about why NeoNova could be your best option to provide high-quality 24x7x365 technical support for your customers, give us a call at (919) 460-3330 or send us a message at