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Expert Technical Support That Feels Local

High first-call resolution, low hold times and increased transparency lead to better customer retention.

Technical support can be overwhelming and hard to manage in-house. At ISPN we serve as an extension of your team, resolve issues quickly, and educate customers.

HelpDesk provides an unparalleled support experience

Our HelpDesk technicians deliver first-call resolution without passing customers to another party. The result? A seamless customer service experience that feels local.

Our team is trained to use network administration tools to effectively troubleshoot connectivity issues while providing excellent customer service. We employ a custom ticketing/support platform that was built for the broadband industry – benefiting everyone from our employees to your team and customers.

  • Stay in control of your subscribers’ experience with our customized web-based trouble ticket and call reporting system.
  • Choose between 24x7 support, after-hours/overflow, or customized hours to supplement your team.
  • Save money on truck rolls through higher resolution rates from qualified, non-scripted, US-based technicians.
  • Monitor real-time stats to quickly identify and resolve widespread issues.
  • Give subscribers reliable technical support for Broadband (Fiber, Wireless, DSL, Cable), Video (IPTV, CATV), and Voice (VoIP, POTS).

Testimonials

“We’ve gone from zero to 15,000 customers in seven years because of a great team effort. Our network operations and support functions are world-class, with a friendly hometown feel and commonsense attitude. ISPN has similar sensibilities.”
John Leary
EIT Director
Whip City Fiber
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"ISPN’s flexibility and agility throughout has been crucial to our success. When abrupt changes in service occur, they’re able to rapidly create new processes to address them, and they’ve been able to bring on new staff quickly to adapt to sudden spikes in volume. ISPN has consistently represented us well."
Amanda Singleton
Customer Care Manager
Rainier Connect
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“Great experience! You made this process painless. I feel very reassured and informed about my computer and know what I need to do with it next. I can't thank you enough.”

eTech Customer
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“It’s difficult and expensive to keep a customer support team on duty round the clock for a company our size. ISPN is seamless, responsive, and a great value compared to us having to recruit, train, manage, and pay overtime to our own people. It’s a better way and a strong business case as well.”
Jeff Bowles
Customer Service Manager
Guadalupe Valley Electric Cooperative (GVEC)
View Case Study
“Email hosting has been a breeze. We are very happy with our partnership to this point.”
Brandon Linden
Network/Systems Administrator
Citizens Fiber
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“We know we’re spending money wisely with ISPN because the KPIs related to customer calls, resolutions and satisfaction are all very good. Our networks have the uptime and speed to prove it, too. Our customers appreciate the better overall experience and our shareholders like our bottom-line profitability.”
David Adams
Executive Vice President and General Manager
Green Hills Communications
View Case Study

Get people in the community talking about their customer experience for all the right reasons.

Contact us to learn more.

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