At Republic Wireless, we are fans of the unconventional. From our service offerings to our office culture, we spend a lot of time thinking outside of the proverbial box. At the forefront of our thoughts, of course, are our unconventional methods of member support. We work hard to ensure that our support model is constantly evolving to best fit the needs of our members. To put it simply, a positive support experience is important to us, because we know it’s important to you.
With that being said, the ultimate test for our support model happens on our launch days. A lot goes into adding a new device to the Republic Wireless line-up and we are always extremely excited to see the questions and orders roll in. We enjoy helping people stay better connected. Last month, we brought the Moto E to Republic Wireless (and the year isn’t over yet either ). Keeping on-trend with our past launches, as soon as that beautiful green “Buy Now” button appeared on the website, our members were out of the gate and racing to purchase their shiny new phones.
On the outside, this launch looked familiar, much like launches of the Moto G or Moto X, but there was one outstanding difference. The Moto E was our first launch to offer the option of LiveChat support. Meaning, that if you had a quick question about the tech specs of the Moto E or were experiencing an issue with your cart, you had the option to chat in real-time with one of our support agents. To no one’s surprise, this option of immediate resolution through LiveChat was incredibly popular with our member base.
With the launch of the Moto E, we saw six times the normal amount of chats. The member help area turned into the home base for a LiveChat rally. We had every possible agent from every possible department lending a hand in LiveChat. Needless to say, the member support floor got a bit loud. Through the furious clicking and clattering of keyboards and questions, our support team made sure our members’ questions were answered quickly and accurately. With fist bumps and high fives flying about, the Moto E launch was exciting, electric and the absolute epitome of what we want our member support model to look like.
We’re not claiming that our support model is perfect by any means, but we do like to celebrate our wins. With the smoothest launch to date, the addition of LiveChat to our online support model can definitely be considered just that, a win. Collaboration has always been a key part of our support model and we want to keep it that way. While we seek out new avenues to enhance the Republic Wireless experience, we also look to you, our members, for your feedback on our support model and service. As always, we would love to hear about your experience with our LiveChat tool or our support model in the comments below. Thanks for being with us!