Troubleshooting Tech with a Human Touch
The Kymeta customer experience platform relies on a sophisticated suite of tools and technology to integrate internal back-end systems with customer-facing troubleshooting. And while the software that powers our toolkit – from Salesforce ServiceCloud to Oracle to Sharepoint – equips our technicians to have all necessary data at their fingertips, it is the culture and attitude of our customer support professionals that truly makes the Kymeta customer experience best-in-class.
When a troubleshooting request comes in, customers are looking for someone on the other end of the line who cares, listens, wants to and has the technical expertise to solve their issue. Because we operate a 24×7 NOC, with technicians located across the U.S. and Europe, communication and team cohesion are critical in providing a seamless customer experience around the clock. Even with COVID-19 our team has stayed connected, working all day through questions and ideas shared across time zones and shifts. The lack of face-to-face interactions has not affected our ability to be a strong, problem-solving team.
Beyond the technical support, we have built a forum to address the questions and concerns of our customers efficiently and effectively. Our top priority is that no matter what issue is being resolved, or what time of day (or night) it is, our partners and customers should feel supported and informed by the Kymeta and Lepton teams. Technology has helped us achieve that goal despite being separate by COVID-19, but the character of our people is what keeps it going.
Despite the challenges presented by working remotely, our mean time to resolve troubleshooting issues has continuously dropped over the last 6 months, while customer feedback to our NOC team has remained high.
From Our Partners
“Great and timely support” – Elizabeth Ancin, Viasat
“Kymeta did an excellent job supporting our unusual requests. I appreciate that he they verified the information before giving it to us.” – Howie DeFelice, Intelsat General
“The NOC stayed on top of the issue we were having and stayed on it until the problem was resolved and the customer was satisfied. Thank you for the support.” – Scott Davis, Copasat
“The Kymeta team was very helpful and went above and beyond to help me resolve my problem.” – Tommy Shorez, Satellite Phone Store
Kymeta ConnectTM transforms the purchase and consumption of mobile data by delivering a complete end-to-end solution that includes hybrid satellite-cellular connectivity, global support, and network services packages for a low monthly fee. Powered by a virtual architecture consisting of an operational stack that connects remote terminals to managed satellite and cellular services, Kymeta Connect integrates a digital back office for service and subscription management, and includes operations and care elements to deliver an excellent customer experience.
These services are delivered through an application called Kymeta Access which controls, manages, and monitors all hardware and software solutions. The app allows users to connect to the virtual platform to show subscription information, historical use metrics, and services information for registered customers of the KymetaTM u8 terminal. Kymeta Access is available for download through the Apple and Google Play stores. It can be used today on a tablet or through a web-based portal to interact with hardware, data, customer care, and subscription services.
The Specialists: Customer Engineering Support
With the release of our next-generation u8 products and Kymeta Connect services, the Kymeta Network Operations Center (NOC) and Customer Engineering Solutions (CES) teams have worked to offer the most focused, customer-centric support in the satellite industry.
We are always looking for ways to innovate. From troubleshooting capabilities, to resolving issues cross-functionally with other key parts of the Kymeta organization, we have implemented several processes that ensure our customer experience is efficient and effective. Building out an accessible knowledge base and documentation, finding ways to increase collaboration across teams, and streamlining ticketing and escalation means our customers’ technical issues are resolved quickly, and with urgency.
We offer global, 24/7 support so our customers have access to the right resources regardless of location or time zone.
As we continue to scale, we strive to deliver new and innovative features like automated edge troubleshooting with the Kymeta Access App, an on-air out of the box experience for Kymeta Broadband customers, automatic network optimization based on location and weather conditions, and continued developments in our u8 product line.
These solutions are backed by a team of technical experts around the world focused on delivering the most seamless and accessible best-in-class support experience in the industry.