The company has switched from its previous 0870 numbers and is instead offering customers the option of dialing an 0800 free-phone line or a conventional STD number. The move ensures that customers do not run up call costs when they call the company for help or guidance.
Viviaciti offers round-the-clock service to customers that use its services for Internet and voice connections, providing its own front-line support during office hours and diverting calls to its infrastructure partner, Entanet, at all other times. This means that support is available to Vivaciti customers, 24 hours-a-day, 365 days-per-year.
Callers to Vivaciti’s old 0870 number would incur a small cost and, having worked hard to build a good reputation for high levels of service and good value, the company was eager to ensure that customers did have a free call-in option, said managing director, Karl Prust.
“We wanted to ensure that our customers could always get the support that they needed and that they would not end up having to pay for the privilege. We also wanted to ensure that they received the very best and most consistent experience possible. We’ve been talking to Entanet for some time about these issues and they have been very helpful and supportive. Working together, we have now come up with what we think is a very good solution and one that will give customers a very high level of service.”
Prust said that, as well as providing free access to support lines, it was important that customers received support from someone that understands their business and from trusted and well-established suppliers. “It would have been very easy to outsource support to a third party but it is no good providing a free-phone number if the support desk is manned by script readers! We want all of our customers to be happy with the service they receive – that’s why we take front-line responsibility and work with Entanet to provide a complete service.”
The new free-phone service is designed to direct customers to the most appropriate person as quickly as possible. They are asked to enter the telephone number for the ADSL line on which they have a problem or issue and, once this number has been verified, given the option either to speak to specific contacts within Vivaciti or being routed through to Entanet.