Last year we announced that we had been named as a winner in the Association of Support Professionals (ASP) Top Ten Best Support Websites competition for the second year in a row!
I’m thrilled to announce that we’re following that up this year with being named as a winner for the third year in a row!
Our “site” consists of our knowledge base, known as the Help Center, our Member Community, and the various aspects of our website that our members use to access their information and to get help, such as their online account. Each site is graded by a panel of judges against several categories such as site user experience, content offering, content engagement and interaction, site improvement processes, and site measurement processes.
In addition to being named as having one of the top five sites of 2020, we were also awarded Best Achievement. With ASP Executive Director, Al Hahn, noting:
“Some judges’ comments illustrate how good their site actually is. “I nominate them for having the best website that allows customers to quickly get to problem resolution through search, content, community help, service tickets and live chat.” “Most Transparent and Engaged with Customers.” Republic Wireless trusts its expert customers to provide support to other customers. While this is common in the community support model, Republic takes it several steps further and proves they trust customers and that customers trust Republic Wireless.” Who does this in the cell provider business? No one else.”
What Hahn is referencing when he says we “trust [our] expert customers to provide support to other customers” is what we call our “Experts”. Did you know you could get help from experienced, unbiased customers? They’re available right on our site and you can message them very much like you would an employee via chat. This is a quick, and easy way to get help for many of the questions or issues you may have. Just look for the Message an Expert Customer or Ask a Customer buttons throughout our site.
This competition isn’t all about what we did well though, each judge is tasked with also providing comments and suggestions on how we can improve. A couple of areas that we’re planning to work on over the next year and beyond are dynamic presentation of information and expanded content mediums. What this means for you is that we hope to be able to present more relevant information to you in a more customized experience across the site (providing that you’re logged in). This is a huge undertaking, and improvements will be incremental, so bear with us and don’t be afraid to tell us what you want to see as we work through this. Additionally, we’ve recently been working to expand our availability of video content. We know many people nowadays turn to YouTube as their source for a “how to”. We want to be able to provide you with that same kind of video “how to” seamlessly within our site so you don’t have to go searching for it somewhere else. Stay tuned for those updates, and don’t forget to check out our YouTube channel.
If you’re ever in need, don’t hesitate to reach out to us through any of the ways we offer help. In addition to our dedicated Help Team, our Experts, Community, and Help Center are just a few of the award-winning ways we offer support in order to provide the best experience and service possible to our members.