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OptConnect is a leading provider of managed wireless connectivity for IoT and M2M applications. Our fully managed solution is a robust and comprehensive suite of services that ensures our customer’s devices are securely connected to the internet while having the highest level of uptime possible so they can keep their businesses running smoothly. From ATM’s to digital signage and kiosks to smart safes – OptConnect provides the hardware, manages the carrier relationship, mitigates data plan overages, and so many more robust features that are not available through other providers.
With a customer base that spreads across North America and involves many different industries, OptConnect’s Customer Care team is a group of dedicated, talented employees who work around the clock to ensure that customers’ needs are taken care of. Being a managed wireless solution, it's essential that we have knowledgeable employees monitoring devices and tackling potential issues before they even arise.
From Jan 2020 to Dec 2021, the Customer Care team supported our ever-increasing customer base with incredible efficiency and professionalism. While the number of devices and new customers has also grown rapidly, the Customer Care team has continued to deliver unparalleled customer satisfaction. From Jan 2020 to Dec 2021, the Customer Care team handled over 72,000 support calls (81% increase from 2019) and over 3,300 support emails. This amazing team of employees is trained to understand, diagnose, and troubleshoot our devices across all of the different industries we are involved in so that whenever a customer contacts us needing help, they can provide a solution for their issue.
This is truly a team that does it all, from troubleshooting LAN connections with OptConnect hardware to providing information pertaining to signal strength and quality, our Customer Care team works hard to solve any issues whether they be technical, carrier-related, or a simple miscommunication. From Jan 2020 to Dec 2021, our Customer Care team was able to resolve over 62,000 cases. Since the team is 24/7/365, cases were resolved day and night whenever customers needed help because we recognize our customer’s businesses don’t stop so our incredible Customer Care team is always available. OptConnect’s Customer Care department knows that every issue resolved leads to a satisfied customer, and from Jan 2020 to Dec 2021, over 3,400 customers were supported.
OptConnect's Customer Care Center focuses on one-call resolution so that our customers get the answers and information they need on their first contact with us and from Jan 2020 to Dec 2021 the team had a 98.6% first-call resolution rate. This focus on resolving issues when a customer first contacts us helps keep customers satisfied because they don't have to figure things out on their own and keep calling us back over and over again to deal with the same issue. Our Customer Care agents take the time to make sure everything is resolved, and customers are satisfied before they get off the phone and move on to the next customer. The team also implemented a support chat option on the website in 2021 to give customers another channel to reach out for support. They took over 100 support chats in 2021.
By focusing on solving problems and taking care of the customer with whatever is necessary, our Customer Care Center is a world-class customer service department filled with employees who do their best every day to make sure we continue to be uniquely different than all of the other customer service departments in our industry. Even with the rapid spread of COVID-19, OptConnect was able to get every team, including Customer Care, fully remote. Though COVID impacted much, our Customer Care team was able to stay on top of things and still have an incredible year of growth using a remote and in-office hybrid schedule. Additionally, they were able to add 3 full time employees and 1 part time employee to grow the team.
