Richard and Sonia Galvan Explain the Importance of Customer Service for Internet Service Providers

Providing good customer service is important for any business. For an internet service provider (ISP), outstanding customer service is a must in today’s marketplace. While some companies fail to see the importance of customer satisfaction, those that focus on developing strong and positive customer relations will see great success. In fact, there are many benefits that businesses experience as a result of exceptional customer support. These benefits go beyond customer satisfaction, impacting quantitative outcomes like profitability.

Richard Galvan and Sonia Galvan know first-hand the importance of customer service in the telecommunications industry. Richard and Sonia are entrepreneurs from Rio Grande Valley, Texas. In 1994, Richard Galvan started a job at Dell, where he worked as a regional account manager for 10 years. While with Dell, Richard discovered a passion for technology. Following their entrepreneurial drive, Richard and Sonia launched G5 Internet Services in 2008. G5 Internet Services specializes in delivering high-speed internet and streaming services to commercial and residential locations, as well as state and local governments. Richard and Sonia Galvan enjoy being involved in their community and support many non-profits including local, state, and international organizations. In addition, they have served on several boards and organized and sponsored many local events. As a result of their personal and business experience, Richard and Sonia can attest to the importance of customer satisfaction, especially in their industry. They discuss why customer service is so important for internet service providers and what benefits companies that focus on customer satisfaction can expect to see.

Reputation

Customer satisfaction is the pillar of a company’s reputation and, when it comes to an internet service provider, a good reputation is everything. In fact, it has been found that American consumers strongly consider a company’s reputation before deciding whether or not they want to work with them. While good reviews and positive customer experiences can lead to success, a bad reputation can spell disaster for internet service providers.

Nowadays, consumers in the telecommunications sector require businesses to provide good customer support. This requirement is fueled by the fact that they have numerous options to choose from and is also, in part, due to the nature of the industry. Understanding options and needs can often be difficult when it comes to technology and, if something goes wrong, technical issues can be very frustrating for most people. This is where customer service has a huge impact, with good customer support resulting in happy and returning customers. Richard Galvan and Sonia Galvan note that internet service providers that offer fast, helpful, and friendly service and support are much more likely to succeed in their industry.

Brand Personality

Customer service initiatives are a great way to portray brand personality. Brand personality is another deciding factor for many consumers who are evaluating their options. Consumers prefer brands that offer human qualities and will choose to support organizations that share their morals and beliefs. The way in which a business responds to customer support requests demonstrates who they are as an organization. For internet service providers, this is a great time to show consumers their human side and a focus on customer service demonstrates a caring and trustworthy persona.

Customer Retention

User volatility in the telecommunications sector is high. Therefore, customer retention is a huge success factor. Not only will companies that are able to retain customers succeed due to returning business, but they can also cut costs by avoiding having to replace consumers. Retaining a customer is much more cost-effective than obtaining a new one. In fact, in some cases, acquiring new customers can cost up to five times as much as retaining current customers. Superior customer service will entice existing customers to be loyal and can also help internet service providers gain new customers via word of mouth from satisfied returning consumers.

Customer Acquisition

In a competitive field like telecommunications, it can be difficult to acquire new customers. With the help of excellent customer service, internet service providers will not only retain their current customers but will also gain new ones. Current customers will spread the word about their good experience with the company and via word of mouth will help companies to gain new customers. Richard and Sonia Galvan note that this is especially impactful in the telecommunications sector, as consumers are constantly seeking the best possible service.

Increased Profitability

As a result of retaining customers and acquiring new ones, an internet service provider will experience increased profitability. Not only will revenue and profit increase as a result of new customers but it has also been found that loyal consumers spend more as companies they like add services, additional functionality, and new products over the years.

Richard Galvan and Sonia Galvan on Establishing Superior Customer Service

As an internet service provider, establishing and maintaining great customer service is a necessity. Due to the nature of the telecommunications industry, consumers require quick, helpful, and friendly service. In order to offer great customer support, internet service providers should consider joining social media platforms. This allows them to be reached quickly and easily, especially in the case of a technical issue. Facebook and Twitter, for example, are great platforms where customers can contact the company quickly and easily. Online contact forms and chat boxes can also function as helpful contact methods. Richard Galvan and Sonia Galvan point out that it’s important not to forget that people prefer to communicate in different ways. Therefore, making sure you are available to customers via various mediums is a must. Provide an email address, a phone number, and other forms of direct contact such as social media or even SMS. The most important aspect of superior customer support is that the questions and comments that come in through these means are responded to as quickly as possible. Customers are looking for quick and reliable customer care when it comes to internet services therefore, having trained professionals available to provide support quickly is a necessity.

This article does not necessarily reflect the opinions of the editors or management of EconoTimes