Republic Wireless No Contract Phone Gets Better: Online Customer Help Report, Growing Member Advocacy Team, & Help Ticketing System to Enhance Smartphone Customer Service

Share Article

In 2011, Republic Wireless introduced the nation’s lowest cost, unlimited everything, no contract phone. As the member community rapidly grows, Republic Wireless wants to offer the very best in smartphone customer service so we’re replacing ‘old school’ customer support models with enhanced online support built on the Zendesk platform, adding employees to help with member advocacy, and creating an online Customer Help report that shows real-time customer satisfaction metrics for help interactions.

No contract phone - Republic Wireless offers unlimited data, talk and text for as little as $19 a month.

No contract phone - Republic Wireless offers unlimited data, talk and text for as little as $19 a month.

As a newcomer to the industry, Republic Wireless is all about doing things differently – and better. Transparency is at the heart of our culture.

At Republic Wireless, home of the unlimited everything, no contract phone, member happiness is our mission. Republic Wireless believes smartphone customer service is an area where there is lots of room for improvement in the telecom industry. Today, the company is announcing an enhanced help request system designed to improve the overall customer support experience.

The enhanced system is built on the Zendesk platform and used by all Republic Wireless Member Advocates, making it easy for members to submit and keep track of open requests. In addition, the new ‘Republic Wireless Customer Help Report’ shows real-time customer satisfaction metrics to anyone who is interested.

“From day one Republic Wireless has made it a habit to listen to our customers (and others) – and we know getting a quick and satisfactory response to help requests is paramount,” said Jim Mulcahy, executive vice president and general manager of Republic Wireless. “We believe our online model and technology allows us to offer significant cost and timing saving enhancements to our customers. This along with a 100% dedicated team of Member Advocate personnel, which incidentally is the fastest growing part of our company, will allow us to devote even more resources to enhancing our members’ experience.”

The Republic Wireless Member Advocate team is exclusively dedicated to providing customers with quick response times and helpful answers to questions and issues 24/7. Three rapidly growing Member Advocate teams work closely together in the Raleigh, NC office to provide customer support, technical assistance and answer other questions. Together, these teams have improved help request response times by 87% since last September and increased customer help survey scores from 62% positive to 85% as of today.

“As a newcomer to the industry, Republic Wireless is all about doing things differently – and better. Transparency is at the heart of our culture,” Mulcahy added. “Today we are also announcing a public Republic Wireless Online Customer Help Report. After every help interaction with Republic Wireless, we ask our members to give us a simple score that ranks us as positive or negative through the use of smiley faces. Member happiness is our goal, and we intend to publicize our real time rankings for all to see.”

Mulcahy added that each employee at Republic Wireless is measured in part by the company’s overall smartphone customer service metrics. “At the end of the day, our employees and our members are what make Republic Wireless successful. We believe there is a direct cause and effect relationship between member happiness and employee satisfaction too.”

About Republic Wireless

It’s really simple: Want to save money? Republic Wireless offers the nation’s cheapest no contract phone plan. Republic Wireless, a division of Bandwidth, headquartered in Raleigh, North Carolina, is spearheading a wireless freedom movement to return value and control of the smartphone experience to members by leveraging the power of Wi-Fi and an engaged community of users. Republic Wireless offers unlimited data, text, and voice service for as little as $19 per month, with no contract. Our Hybrid Calling uses Wi-Fi in the home, office or anywhere else as the primary network for calls, texts and data. When outside of Wi-Fi coverage, the smartphone works just like a typical cellphone on the national cellular network of Sprint. Visit http://www.republicwireless.com for more information or visit the Media resource center here.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Noreen Allen, Cherie Gary or Keith Nowak
Follow us on
Visit website