Republic Wireless Support – Always Focused on Top Quality

Post from Republic Wireless Director of Operations, Jerry J.

I often get asked a series of questions – How does Republic Wireless provide support?  What does Republic Wireless support look like?  What does Republic Wireless support do?  These questions come from the business community, from friends or neighbors, but most importantly, they come from you… The smart consumers who want to be assured that they are choosing a cell phone service provider that offers a quality product, and is there when you need help.

I am here to say that Republic Wireless support is best in class, and I will do my best to parse it down in a 3 part series detailing the importance of support and the member experience, the methods and tools we use to deliver that experience, and finally what it means for you.

Part 1: Why Support matters most

In a society driven by interaction, you can probably separate those interactions into two categories: times when you need it, and times when you don’t.  Support is no different, and companies that spend all their energy eliminating the need for support often leave you high and dry when it matters most. On the contrary, companies that only focus on when you need support often require you to reach out for every little thing, which often leads to long wait times and unfulfilling results.

Republic Wireless strives to deliver on both – support when you need it and when you don’t – and we adhere to a set of core principles that allows us to constantly work on those approaches.  They are the heart of who we are, and they keep us committed to delivering value through as many ways as possible.

We take a Members first approach, which means:

 

  • We provide a product and service that focuses on user needs. Beta groups, user testing, technology sharing, and intuitive design and brainpower have shaped what Republic Wireless is. We constantly focus on what you need to connect, rather than developing things to sell to you.
  • We continuously iterate on our products and services to remove barriers and make your experience simpler. We solve problems and develop solutions geared towards making the hard stuff simple, and the easy stuff non-existent.  
  • Our team is centered around a service support mentality, or the Golden Rule as others might know it. Regardless of your beliefs, we know how important a cell phone is in today’s world, and our team is dedicated to ensuring that connectivity.

We always put ourselves in your shoes, and this allows us to:

  • Understand why you may use the service. Many of us have big households, tight budgets, or a firm belief in not overpaying for wireless. Over the years we have built the value of Republic Wireless around these beliefs, and sharing that value drives us day in and day out.
  • Deliver a service that is better than you expected. It is not easy providing affordable service. We leverage technology, challenge the “traditional methods” of being a wireless provider, and we work tirelessly to provide a service that allows you to connect, whether that be through every feature available or just a simple dial tone to call a loved one.
  • Empathize with the issues you might encounter. Sometimes the technology can be overwhelming. Your cat might knock your phone off the counter, or you might run into some spotty coverage, or maybe you need help with your WiFi network. These things happen, but we live and breathe these experiences on a daily basis, and we know what to do.

We listen, and we are here to help you, which allows us to: 

  • Foster a community catered to whatever you may need. Members helping members is what this is founded on, but it’s not just about answering questions, but rather empowering a content rich experience that also provides tips, tricks, recommendations, and knowledge sharing.
  • Promote the most accurate and up to date knowledge. This knowledge comes from the community ambassadors, the engineers developing and maintaining the product, the support agents, and the managers and leaders setting policies and strategies. All of this knowledge is available through any of our online resources, and the self service tools will guide you in the right direction.
  • Provide many ways to interact with us. In addition to the Community and the Help center, we connect through help tickets, chats, messages, email, social, and, by request, over the phone.  We know your time is valuable, and while we don’t publish an 800#, we do schedule calls so we can connect you with the right team member to quickly help.

These core principles are who we are, and providing service and support is what we do. So when you find yourself contemplating your next support interaction, remember that our Help Center and Community are there even if you don’t need it, but we have a whole team of people waiting to interact if you do.

Stay tuned for Part 2: The methods and tools we use to deliver the Support experience.

Share on Facebook0Tweet about this on TwitterShare on LinkedIn0Pin on Pinterest0Share on Reddit0

Notable Replies

  1. If you really wanted to provide the kind of support you claim you do you would make a human available to speak with by phone. Chasing a disappearing and reappearing chat window to have a truncated communication with a tech who does not seem to know the basics adds an additional layer of irritation to
    an already convoluted process. Get a human on a phone and the world instantly becomes a better place (not least because you will solve the problem in one tenth the time without the need of two techs and a supervisor) and you will have the small pleasure that comes from working directly with another human to solve a problem. Get a phone humans can reach and it will be one small step toward serenity in an
    un-serene world.

  2. Hi @michael4250,

    Our award-winning Help Center is staffed by compassionate, trained technicians who are available all day, every day, to assist our members. They work hard to make sure any issues are resolved, all questions are answered, and your concerns are addressed; and they do so with kindness and patience. They truly care about providing our members with the best possible support.

    Our support begins online for a number of reasons. Online support allows us to assign each issue to the appropriate team without having to transfer a phone call numerous times. It allows our technicians to research an issue before sending a reply to the member. And it allows our members to go on about their lives rather than sitting on hold until the next available representative can get to their call.

    However, we also understand that there are times when questions can be better addressed over the phone, and our Help Team always has the freedom to move the conversation to a phone call at the member’s request, or whenever the Help Team feels doing so would make matters easier.

    No matter whether our Help Team is replying in writing or on the phone, the help you are receiving comes from a “live person” who strives to serve our members well.

  3. Hi @roberth.3s27u6,

    We’re sorry to hear that you have experienced issues that have cost you money, but I want to clarify that no issue you may have experienced would be caused by any failure to staff humans in our Help Center. We staff only real humans on our help team.

    They are hardworking, compassionate people who care about our members. They serve our members with respect and dignity, and they are always glad to get on the phone with you if you prefer a phone conversation to an online conversation.

    We absolutely care enough about our members to have an award-winning Help Center staffed all day, every day by hard-working humans.

    We’re glad you were able to participate in our 5-year celebration and receive a T-shirt. We’ve never been sold or bought out by anyone, and we do not feel that any of our members, neither the long-time members, nor those who joined today, deserve to be disrespected.

    I work with a team of managers, engineers, support specialists, and analysts who constantly look for ways to bring value and improved service to our members. We recently added Extend Home to our My Choice plan for only the price of the adapter - the additional service of a home telephone system costs nothing more, it’s included in your My Choice plan for free. We didn’t do this because we see our members as dollar symbols, but because our engineers saw a way to add value to our service and provide an additional feature our members could enjoy, and wanted to do so without raising prices for our members. We recently improved our Spam-blocking feature, and that improvement comes with additional costs to us, as well as the time that went into developing the feature. But we did that to improve the Republic Wireless experience for you and all our members, and we did it without adding any fees or raising our prices. It’s included in our My Choice plan. These examples may not be as meaningful to you as receiving some additional token in the mail, but we feel they add far more value for our members than a magnet or a drink coozie, and we hope that our members will understand that these additional features, and the other projects we work on every day, are our way of showing that we do value and respect the members we are here to serve.

  4. I am happy with your service. You show you care. I believe the issue I recently had address was cared for better than some other companies would have.

  5. I have no problems with the humans helping, but agree that being able to reach a human on the phone, troubleshoot, and resolve something the same day would be a much more user-satisfying and much less time-wasting experience. The support system is very frustrating. My recent example, a community “expert” tells me one thing (X); then the case is escalated to staff, who tell me to try A, B, and C, but that X is not the issue; I try A,B,and C, and then staff tells me it’s X! A week later, still waiting for resolution of my issue. I think it’s coming soon in the mail, but had this been addressed on day 1, I’d have it by now.

  6. Hi @thomase.c,

    Thank you for being a longtime member and for sharing some positive feedback, both are appreciated.

    All of our agents and members can make this decision. Simply request to work by phone in your ticket. Please don’t open a ticket that just says “call me.” We need information about what the issue is in order to assign the ticket to the appropriate team and for the agents who wlll be helping you to research the issue.

  7. Hi @deborahk.nldkuc,

    I’m sorry to hear you’ve had an issue that has taken some time to figure out, and I will review your ticket to look into why the Expert’s recommendation was dismissed initially, as our Help Team does not usually do that.

    While it feels like talking to someone on the phone would bring a quicker resolution, a phone call would still involve the same Help Team who still need to troubleshoot the issue, which can take some trial and error and, sometimes, an extended period of time to resolve.

    I hope whatever is coming in the mail fully resolves the issue you’ve been experiencing

  8. I have had phone service from Republic for qujite a while now (about 8 years, I think) and at first I was a little worried about there not being a support phone number. I used thed support site, and on a couple of occaisions opened tickets to resolve issues. I received a quick response that solved my issues, or a quick response that I was able to reply to with more info, which then resulted in a solution. It was then that I realized how awesome it was to not have to hang out on hold forever (like I had to do with my previous provider) on the phone, and end up with a quicker solution with less stress (because there’s nothing like being on hold forever, then finally getting a “real person” when your lunch break is over, or dinner is ready, or it’s bedtime for the kids, and you have to terminate the call and start over!!). Thanks for this model of service!

  9. Thank you so much for the straightforward answer. It is refreshing to know that a request can be made. Saying this, I realize that puts the burden on me to make sure my request would is not generic or everytime. Thank you again for your help.

  10. Service has been good in the past, but a recent situation was troublesome. First, I never seemed to get a technical person directly. I only went back and forth through the customer service rep I received a set of instructions for diagnosis that did not work. I corresponded back and got a second set of instructions that were either different or the first set was incomplete. Neither answered all my questions on the problem. It also seemed that two service tags were opened. Well, I got the device working without the help of a diagnosis, but asked for more info. Never heard back again except asking if I wanted to close the ticket.

  11. Having an inbound phone number is no panacea. I’m on hold right now with UPS and have been for the last 50 minutes. I’m trying to track down an apparently lost package that should have been delivered (by UPS’ own admission) 2 days ago. To even get through to an agent, I had to lie. If one tells UPS they wish to speak with an agent about “tracking a package”, they’re told no agents are available for that due to COVID-19. Select you want to order supplies and you’re connected immediately. Sadly, the agent I was connected to needed to transfer me to a “supervisor” hence the hold time.

    At the end of the day, for me, it’s less about the method of how support is delivered and far more about the folks providing the support. Is Republic perfect, certainly not. That said, my experience, is the folks representing Republic make an honest effort to do right by Republic’s customers and generally succeed.

  12. I am another long-time RW customer who worried a bit initially about support without a phone number to call. Over many years, I have had several issues, most of which were resolved either with a search of the community or reasonably quick and useful community replies. A couple more serious questions were quickly resolved by techs at RW. I have spent far more time in frustrating phone trees and holds than with the online service offered here. Thanks!

  13. There have been several times that I needed live assistace on the phone with a live human. It is extremely difficult to obtain this level of support with Republic. I have been a Republic Wireless for a reasonably long time. The last time I tried to get support was a disaster. It was emails back and forth and the prolem was never solved. I finally gave up and went to Spectrum Wireless where there are American English speakers to provide service and it costed me $0.50 more per month than Republic but to get live human support is worth the small price increase.So Republic Wireless, if you really want to provide better support, you will have human support as a customer support.

  14. When I don’t understand what I’m told to do to fix my phone, I have to write again and wait for a response. This can go on and on and eventually I give up. This doesn’t happen when talking directly to someone as you can immediately say “how do I reboot my system?”. I stay with Republic because I like being able to get calls over internet when I travel but as others start to offer that, I may go where I can talk to a human.

  15. 100% of support Republic provides is “human”. I think if they were providing support that was something other than human that would be pretty big news. I can see the headlines now: “Republic Wireless launches Golden Retriever based support team!”

Continue the discussion at our Community forums

5 more replies

Participants