Reliable customer support is crucial for maintaining customer satisfaction and loyalty. NITCO, a locally based telecommunications provider, has embraced this principle with its help desk. NITCO’s help desk serves as the first line of defense for customers facing issues with their services.
“Our help desk provides support for all of NITCO’s services,” said Ronald Gatlin, NITCO help desk specialist team lead. “Whether it be internet, phone, TV, or our WiFi+ Service, our help desk aims to address any issues or questions a customer may have in a friendly and easy-to-understand way.”
A key component of the company’s overall mission is delivering superior service with a personal touch. Gatlin and his team aim to do this every day.
“Our help desk tries to create a comfortable and friendly environment that customers can contact,” said Gatlin.
As a local company, NITCO’s team has a particular advantage in this area.
“Being local, a customer will know that they are talking to a neighbor in the area,” said Gatlin. “It’s that neighborly attitude that keeps our customers’ faith in NITCO.”
NITCO's help desk provides support across all of the company’s offerings from troubleshooting internet connectivity to resolving phone and TV issues. The team is also equipped to assist with NITCO’s innovative WiFi+ service, which helps customers manage their home networks with ease.
“Each help desk specialist is a jack-of-all-trades at NITCO,” said Gatlin.
In fact, with continuous training and collaboration, the help desk team at NITCO is able to support all customer needs.
“We need to have a wide range of knowledge across most departments under the NITCO umbrella,” said Gatlin. “As such, our help desk is constantly having training sessions to keep up with the ever-changing technological landscape.”
When customers contact the help desk, the range of inquiries can vary significantly, but common themes include questions about device functionality and network connections.
“NITCO’s goal is a ‘one-call resolution.’ A customer should be able to call in and have their call resolved without having to be passed along to different departments or put on excessive hold times,” said Gatlin.
Teamwork plays a central role in achieving this high standard of service.
“Each specialist is always in contact with one another in case any questions or additional support is needed,” said Gatlin. “This teamwork and constant contact is especially helpful to make sure every call gets the care it deserves.”
One example of the help desk’s effective problem-solving came recently when a customer, unfamiliar with technology, was struggling with changes to their email system. The help desk team remoted into the customer’s computer, creating a shortcut that streamlined their workflow into a simple one-click solution. They then provided hands-on training to ensure the customer felt confident navigating the new system.
“The customer was elated with the simplicity of the solution and raved over the customer service, which is always good to hear,” said Gatlin.
Customer feedback is an important component of the help desk’s ongoing success. NITCO sends surveys to customers after technician visits, using the feedback to improve services and remain proactive in addressing customer needs.
“We love feedback at the help desk,” said Gatlin. “We have a survey that is emailed to each customer that requires a technician, and then those are reviewed in order to find where we can do better.”
In a world where customer service can feel impersonal, NITCO’s help desk stands out by providing friendly, local support.
To learn more about NITCO, please visit nitco.com.
