When it comes to customer service, WCI can’t be beat. Founded the year before Microsoft, nine years before the Internet and over 20 years before satellite TV, WCI has deep roots in serving as a property’s trusted source for cutting-edge technology solutions.
Through the company’s goal to serve as a property’s sole technology provider, WCI has built long-standing relationships with customers and is proud to have maintained these relationships for the past 46 years. With an unwavering commitment to customer service, WCI’s recent updates to their service operations prove that service is an art form – and WCI has mastered it.
The right level of service
WCI’s commitment to customer service starts with correctly identifying the level of service needed to resolve the issue in a timely manner. All service calls go directly to the first response team who is responsible for accessing the customer’s need and how to best resolve the issue. The first response team enhances the service experience by walking each customer through the process of addressing and resolving their issue. They also ensure every call is answered within 60 seconds.
WCI uses a tiered support system to determine the complexity of each service request. Tier 1 support includes basic needs like new remotes or TVs. The next tier focuses on trouble shooting customer requests such as rebooting systems. Tier 3 involves coordinating on-site support to urgently resolve the issue. WCI has reliable technicians available within a 60-minute relation to every customer to minimize potential down time.
Dedicated customer care
The Customer Care Center (CCC) is a centralized location based in Houston, Texas, dedicated for remote technical support and troubleshooting solutions. WCI’s customer care specialists are available 24/7/365 to help resolve customer service requests. The CCC provides expedited support with submitting equipment orders, processing configuration requests and dispatching field technicians. The team also remotely monitors WCI equipment.
The CCC recently doubled their team size to ensure WCI continues to provide superior customer service in a timely manner. In addition to taking customer calls, the CCC has also implemented an email service that includes a dedicated customer care specialist that responds within the hour. Each customer is given a ticket number for their reference and gives customers the ability to track the status of their service request.
Support every step of the way
WCI offers technology engineers, system designers and project managers who are dedicated to your property from development to ongoing support. Whether it’s an existing property or new-build, property owners can expect hands-on project management throughout installation and a centralized point of contact for all your technology needs. WCI’s dedicated team of professionals ensures no corners are cut and each customer is satisfied with the result.
After installation, each customer is assigned a dedicated client success manager. WCI’s client success managers understand the daily struggles of property owners and are there to assist customers in those everyday needs. The team helps customers receive value quickly by managing product implementation and on-boarding. They also work with customers to establish clear goals they’d like to achieve with WCI’s products and services to ensure WCI serves as their trusted technology partner.