For the sixth consecutive year – a first among cloud tech companies – Intermedia continues to distinguish itself from other cloud providers as it once again is recognized and certified by J.D. Power for providing “An Outstanding Customer Service Experience” in Assisted Technical Support
Intermedia Cloud Communications, a leading provider of cloud communications and collaboration solutions, today announced that the J.D. Power Certified Assisted Technical Support Program has recognized Intermedia for its excellence in providing customers and partners with “An Outstanding Customer Service Experience” in Assisted Technical Support in 2021. Intermedia was the first cloud communications company to receive this accomplishment in 2016 and has been recognized for the achievement every year since.
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This rigorous certification process, jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), is based on J.D. Power’s extensive technology industry benchmark customer satisfaction research, as well as a detailed audit of Intermedia’s support policies and procedures for its more than 125,000 business customers and 7,100 channel partners. Earning this certification six years in a row is a testament to Intermedia’s commitment to quality and consistency.
“With many businesses continuing to adjust to a hybrid work environment where teams are more dispersed than ever, the need to deliver exceptional support to our customers and partners so they can continue to communicate, collaborate, and move business forward has never been greater,” said Urvashi Sheth, Executive Vice President of Client Services at Intermedia. “Our cloud communications products are built to allow work to happen from wherever, and we back those products with support delivered by an exceptionally talented and knowledgeable team focused on delighting customers and partners. To once again receive J.D. Power’s certification acknowledging what the Intermedia team has achieved, including an average monthly net promoter score (NPS) for our onboarding and technical support of 83 for the nine months ended September 30, 2021, which is an outstanding score in our industry, is certainly an honor of which we are extremely proud. As always, we are grateful to our customers and partners for voicing their satisfaction.”
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Intermedia’s Worry-Free ExperienceTM enables customers to focus on their businesses, not their IT, and is built on five key pillars: security, reliability, onboarding, support, and regulatory compliance. In today’s pressure-filled, ever-changing work-from-wherever world, each of these pillars has proven to be critical to both customers and partners looking to maintain and grow their businesses.
“According to our customer research, Intermedia continues to impress and has again earned the Certified Assisted Technical Support distinction, proving their commitment to delivering an outstanding customer experience,” said Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power. “Our job is to independently verify that Intermedia consistently exceeds their customers’ expectations, and to ensure that they have the infrastructure, culture, and operational acumen to sustain this level of customer satisfaction over time. Not only have they met our rigorous requirements yet again but have done so over a period when customer expectations have heightened and service excellence is demanded from the businesses with which they interact.”
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