Magnet promises to put the human back into customer service

0
34


A new gigabyte broadband service, aimed at remote workers, has been launched with a “talk to a human” technical support guarantee.

Magnet Networks is promising that all technical support calls on its Business Broadband service will be answered by a technician almost instantly – meaning customers can escape the dreaded holding pattern or automated answering service.

It comes as new research shows the communications sector has seen its ‘You Get Me’ scores drop by almost 12% during Covid-19, leaving it at the bottom of the league table for customer experience scores for the second year. This compares to a 4% increase for supermarkets.

The recent customer experience report by the CX Company highlighted how being able to understand and empathise with a customer’s circumstances is even more important in these current times.

Ireland’s communications sector saw the largest decrease in customer experience and empathy across all of the 10 sectors surveyed.

Separate research by customer and employee listening platform Usabilla, showed 73% of people skip the automated answering service, often pressing “0” to reach a human first.

“No-one wants to be placed on hold for what seems like an indefinite duration at the very time when they may be frustrated and need advice on an issue,” said Magnet Networks Marketing Director Louise McKeown.

“We are offering a guarantee that if customers need technical assistance, their call will be answered almost instantly during business hours, they will speak directly to a technician, and that an expert will be working on their query within 30 minutes of the call. 

“Our seven-day Ireland-based technical support services answer calls in an average of 11 rings. 

“With the current migration towards remote working, we are now bringing our business broadband to the home for employees, backed by a responsive business-class support network.” 

“We want to put the human back into technology and ensure a hassle-free experience for our customers.”

The Magnet Networks Business Broadband service is available to both consumers and businesses and delivers business-class connectivity and customer service almost nationwide.

It offers a range of six-speed options from 24 Mbps up to 1 Gbps, all of which come with a fixed IP address at no additional cost, allowing ease of access to office servers.

The cost for the 1 Gbps service starts at €75 ex vat per month on the Business Broadband + package which gives customers the ability to add this to a current phone line without the need for additional line rental charges.

The first two months are free. For details and pricing see magnetnetworks.com.


More about Irish Tech News and Business Showcase here.

FYI the ROI for you is => Irish Tech News now gets over 1.5 million monthly views, and up to 900k monthly unique visitors, from over 160 countries. We have over 860,000 relevant followers on Twitter on our various accounts & were recently described as Ireland’s leading online tech news site and Ireland’s answer to TechCrunch, so we can offer you a good audience!

Since introducing desktop notifications a short time ago, which notify readers directly in their browser of new articles being published, over 50,000 people have now signed up to receive them ensuring they are instantly kept up to date on all our latest content. Desktop notifications offer a unique method of serving content directly to verified readers and bypass the issue of content getting lost in people’s crowded news feeds.

Drop us a line if you want to be featured, guest post, suggest a possible interview or just let us know what you would like to see more of in our future articles. We’re always open to new and interesting suggestions for informative and different articles.

If you would like to be featured in our podcast series drop us a line & don’t forget to sign up for notifications for our latest episodes and follow us on Twitter, Linkedin, SoundCloud, iTunes or your own favourite podcast platform.

Contact us, by email, Twitter or whatever social media works for you and hopefully, we can share your story too and reach our global audience. We are agile, responsive, quick and talented, we look forward to working with you!

If you would like to have your company featured in the Irish Tech News Business Showcase, get in contact with us at [email protected] or on Twitter: @SimonCocking