Customer Happiness Awards Winner 2018: Republic Wireless

Republic Wireless Story

Please briefly
introduce your
company

Republic Wireless, 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 both WiFi and cellular networks.

Our service takes WiFi calling to the next level with Adaptive Coverage™ - enabled with Bonded Calling™ - by using WiFi in the home, office, or anywhere else as the primary network for calls, texts, and data. When outside of WiFi coverage, the smartphone works just like a typical smartphone on the cellular networks of national GSM and CDMA carriers.

What role does customer support have in
your company?

Customer experience is one of the three pillars of success that Republic is building and innovating around. Our goal at Republic is to get our members the help they need with minimal effort on their part. We are obsessed with creating world-class online content. When our members need more, we have a team of passionate, knowledgeable Republic Wireless Team Members who are ready to help. We also believe in members helping members.

We find ways to connect members with each other through our active forums in addition to finding ways to have members help members in tickets and asynchronous chat. We have a passion for Member Satisfaction and use the data from Nicereply to help us continue to improve how our Team Members interact with the Republic Wireless members.

What does
customer
happiness mean
to you?

Member happiness means that our members are able to use our products to connect with the people who are most important to them. Our support team’s mission is to consistently provide an exceptional member experience by doing our best to cater to each member’s specific needs so they can get back to what matters most.

What would you advise other companies to
do to achieve the same success as you did?

Put your customer first. Create time and budget to innovate and then always be looking at the data to improve. Being detail oriented is important! Hiring the people with a passion for helping others is also critical to the success.

How did Nicereply
help you?

Nicereply allows us, in real time, to see how our customers feel about the support they receive and understand how we can improve our responses. Having this feedback on the per-response level and not waiting for a final CSAT rating at the end of the ticket allowed us to turn the experience around and keep our members happy.

What was the biggest challenge you had to
face this year?

Our biggest challenge this year was to improve the way that we create content. Historically, we used one to two highly trained content creators. In 2017, we transitioned to using a best-in-class process called Knowledge-Centered Service (KCS) where every support agent has the ability to create externally visible content.

This allows us to create articles within 90 minutes of when the issue is exposed to us. This has been huge allowing us to build our self-serve process and focus our team on only the most challenging, unique member issues.