Oct 17, 2016
At etherFAX, we believe customer service and support is what differentiates us from other companies. Our aim is to always be proactive and transparent, regardless of the situation or root cause. Recently, we were featured in TMCnet for our reputable customer service.
Ryan Collins, Support Engineer at etherFAX, described how we handle customer escalation. “Everyone processing calls is enabled to handle all situations including infrastructure and carrier issues, so this is really a non-issue for etherFAX,” Collins said. “Number portability is not a problem for cloud migrations because etherFAX has a dedicated number porting team to handle these issues,” Collins added.
etherFAX also has a layered support structure to ensure customer satisfaction. Even our CEO, Paul Banco, regularly handles support calls.
Most recently, a major network outage caused by Level 3 Communications affected tier 1 and tier 2 phone providers. Before the outage was even reported, our engineers re-routed traffic to alternative carriers. We took action 18 minutes before Level 3 first reported the problem. etherFAX’s multiple carrier backbone infrastructure leverages tier 1 and tier 2 providers. Our network and data center operations were built with multiple layers of redundancy to ensure reliability, performance and uptime.
As part of etherFAX’s standard operating procedures, we offer a series of tools and notifications to keep customers informed during outages or network interruptions. We provide customers with real-time, chronological updates on system status and performance through our website.
etherFAX also took proactive measures to ensure customers never experienced prolonged downtime during Hurricane Matthew. Our support team was available 24 hours/day throughout the duration of the storm.
Understanding secure document delivery is critical to your business, we will continue to provide world-class service and support. The TMCnet article (free subscription required) reinforces this commitment.