COSTA MESA, Calif.: 16 Nov. 2016 — Intermedia has achieved certification by exceeding the average certification scores under the J.D. Power 2016 Certified Assisted Technical Support Program.SM This distinction recognizes Intermedia for delivering "An Outstanding Customer Support Experience" to customers through the assisted support channel over the phone, email, chat and online.
Jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), this program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in assisted support. The certification also helps businesses identify those companies that have demonstrated assisted support excellence before selecting which technology products to purchase.
- To become certified, an organization must attain customer satisfaction scores among the top 20% of network systems companies nationally, based on J.D. Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures.
- J.D. Power evaluated Intermedia on its assisted support over the email, chat and online channels. For the certification, J.D. Power conducted a survey of Intermedia’s customer and partner base to establish an overall satisfaction index score, as well as on-site audits at Intermedia’s facilities.
- The certification is valid for one year.
“Congratulations to Intermedia on meeting the high standards of our Certified Assisted Technical Support Program and demonstrating their commitment to delivering an outstanding customer and partner support experience,” said Mark Miller, contact center practice leader at J.D. Power. “Intermedia has been able to translate a desire to provide an outstanding customer support experience, into actions that will serve them well in this highly competitive environment.”
“This rigorous certification process inspects the capabilities of an organizations “Assisted Technical Support” on behalf of their customers, ensuring that Intermedia is delivering an outstanding “Assisted” customer support experience,” said Tom Pridham, senior vice president and general manager, Major Accounts Program for TSIA. “By achieving this certification, Intermedia has proven their dedication to excellence in “Assisted” customer and partner technical support and we’re proud to honor them for this outstanding achievement.”
“High quality support is a thread that runs throughout every aspect of our organization,” said Michael Gold, CEO at Intermedia. “Having highly-respected and trusted third-party organizations like J.D. Power and TSIA award us these certifications serves as an excellent testament to the Worry-Free Experience™ that Intermedia provides to our partners and customers each and every day.”
For more information on the Certified Assisted Technical Support Program, please visit www.JDPower.com.
Media Relations Contacts
Geno Effler; J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
Melanie Lombardi; Intermedia; Mountain View, Calif.; 650-285-5857; [email protected]
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