Since its founding in 2017, Nomad Internet has distinguished itself as the broadband provider that is committed to providing high-speed internet services to rural areas throughout the company. Recognizing the tidal change in how people use the internet, Nomad has met the needs of digital nomads, farmers, rural families and others who increasingly rely on stable, high-speed internet access for a wide range of uses.
In a recent open letter, Robyn Weber, CEO of Nomad Internet, announced an exciting new service that the company is already offering new and existing customers. Nomad Internet is now providing U.S.-based, live phone support 24/7. The announcement comes after a meticulous gathering of customer feedback. Nomad Internet has always had a reputation for listening to and responding to its customers’ needs, but with this new service, the broadband company has exceeded expectations.
The guiding force behind the change was Robyn Weber herself, but the company’s executives, department leaders and the flow of feedback from customers were highly instrumental in bringing the enhancement online. Weber made sure to highlight the collaborative style of the initiative in the open letter.
She specifically cited a company-wide audit that took place in order to better identify any service areas where customers’ needs were falling through the cracks. Follow through on the audit then went to looking for areas that could be improved, brainstorming effective solutions and then finding a way to implement the solution that made the most sense and offered the highest value to customers.
Three essential areas of focus were identified, and each of them have long-term solutions either in the works or already being implemented. They are:
1. Same-day shipping
2. 24/7 live phone service
3. Improved billing protocols
Weber and her team determined that excellence in product delivery is paramount in order to offer a seamless customer experience. The company has partnered with a new shipping provider that specializes in wireless devices. With that extensive experience across the U.S., the shipping provider has set goals to expedite Nomad Internet’s shipping process to under 24 hours. Both Nomad and its customers will benefit from the enhanced, swift delivery service to the farthest reaches of the country.
Perhaps the most exciting portion of Weber’s open letter relates to the company’s renewed dedication to enhancing the customer experience. Nomad Internet has gone above and beyond in this pursuit by forming another partnership, this time with one of the best customer relationship service centers in the country. This strategic alliance is intended to revolutionize customer engagement in the broadband internet industry. New and existing customers of Nomad can now anticipate expedient response times to emails, phone calls and social media posts and more. In the case of emails and social media posts, response times will be about four hours. In the case of social media chats, web and app chat communications, the expected response time is three minutes. With live phone support, customers can expect a three minute turnaround response time.
As Nomad Internet has grown over the years, scaling has presented unique challenges in its billing process. Based on the internal audit results, and with an eye toward addressing this specific challenge, Nomad Internet is in the final stages of finalizing a deal with a new partner that has experience with handling internet service customers, specifically FWA, Fiber and Cable customers. All the billing-related processes will be faster and more efficient, including provisioning, activations, address validation and support. Nomad’s development team is set to collaborate with this new partner for full integration into Verizon Thingspace, helping to ensure a seamless and efficient service delivery process, from start to finish.
The company’s recent improvements signify the broadband company’s unwavering commitment to improving its service. Robyn Weber, as CEO, embodies the vision of the company. As Weber says, “We understand that we play a critical role in providing essential utilities to thousands of customers across the United States. We are steadfast in our commitment to providing the best possible customer experience.” Under Weber’s guiding hand, Nomad Internet remains committed to providing an unparalleled customer experience that reflects its dedication to growth and superior customer service.