Going the distance with signal strength
Users often present their problems with a good deal of frustration. Many times it is because they don't understand why they can't connect when the network appears to be up and running.
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Why do customers call wireless support?
Listed below are common problems that XpressAssist agents solve on a day-to-day basis. Check out "Going the distance with signal strength" in Technology News to the right for an in-depth look at the first problem listed.
Weak Signal: 5 Bars and no connectivity! Quick to blame “the network,” many users don't realize it's a 2-way process and it is just as likely to be their computer. We troubleshoot many calls to isolate the cause of weak signals.
Connection Assistance: What's in a name?...an SSID name that is? Or an IP? Many callers do not have enough information to know how to connect or what's important among the various parameters they can select. We walk them through the process.
Browser Issues: Are you an Explorer? Or on Safari? Is Firefox or Chrome on your computer? Or does the user even know what we are talking about? Many browser settings need to be adjusted to authenticate through a wireless network. We help callers change browser settings so they are able to connect. And then there is the issue of corporate VPNs. Note to Company IT departments: Corporate settings can prevent users from accessing hospitality Wi-Fi networks.
WiFi Coverage: Location, location,... it’s all about location. Many Wi-Fi users call us to see if their location is within proximity of the network or where they can get wireless.
Account Support: We help many callers with questions about creating or discontinuing their account, resolving billing issues and general problems logging into a free guest network that requires vouchers or promotion codes.
XpressAssist has been helping customers connect to wireless networks since 2006. Today our call center office in Ohio is handling thousands of calls each month. Our agents are trained extensively in wireless connectivity and can literally walk people through a wireless setup without looking at a computer!
Available 24/7, our XpressAssist agents are ready to help people who are trying to connect from a wide variety of locations including municipal networks, military bases, medical facilities, and recreational venues.
But there is one common denominator in every call - our call center agents troubleshoot the problem quickly and arrive at a solution for the caller, and if required, provide the details for Tier 2 support to follow up.
Using custom software developed by our XpressAssist IT team as we have grown, our agents have the necessary information to resolve cases in a timely manner. In addition, detailed reports on each and every call are available in real time to analyze call center performance.
Xpress Assist excels at working collaboratively with network providers for a seamless flow of information back and forth. Patterns of calls are studied so that we can spot early issues with a network that even the provider may not know about at that time.
We think that maintaining jobs in the U.S.A. is important, a question many callers ask our agents before relating their connectivity issue. So we're doing our part to keep jobs here while offering a superior call center solution at competitive prices.
If you're looking for a wireless call center, give us a call. We're competent and competitive and did we tell you we are in the U.S.A?!
For inquiries or more information, you can contact our knowledgeable sales department by either phone or E-Mail.Phone:1-888-970-9710E-Mail: sales@xpressassist.com.
Monday through Friday from 9 a.m. to 5 p.m. EDT.
Smaller, lighter batteries being developed
March 18, 2009 - What is just about as frustrating as a battery running out of power when a device is critically needed? It's the requirement to charge the battery for hours.
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