Company: Earthlink, Inc.
Contact: Dave Flammia, Director of Call Center Innovation
Location: Atlanta, GA
Industry: Internet (B2B, B2C)
Annual revenue: $1,300,000,000
Number of employees: 2200
Earthlink is one of the country's smaller Internet service providers, serving just over 5 million customers. As such, it needs to differentiate itself—and has decided to do so by providing superior customer service. As a public company listed on NASDAQ, it is also under constant pressure to improve service without adding costs.
An early adopter of chat technology, Earthlink has sought to actively offer efficient online customer service via chat technology, encouraging customers to help themselves. In the process, it has been able to shift customer support away from the phone channel, increasing customer satisfaction and dramatically reducing expenses. The cost of each service chat is about one-third that of a phone contact.
The Internet sector is one of the most competitive. How does a small ISP stand out? By marketing and truly offering an efficient self-help experience for its tech-savvy audience.