resists the trends in the telephony industry when it comes to customer service. While many companies have opted for the convenience and lower costs of outsourcing their customer service departments to foreign countries, ViaTalk maintains its customer call center entirely in the United States.
The customer call center is located in ViaTalk’s headquarters in the upstate New York suburb of Clifton Park. Just about 15 miles north of Albany, ViaTalk is located in the heart of New York’s Tech Valley. CEO Brendan Brader has been recognized as one of the most influential business leaders in the region’s technological endeavors and he credits ViaTalk’s continued commitment to customer service as the foundation for his company’s success.
“In my mind, our high quality product coupled with our commitment to 24/7/365 customer service based in the United States is the ViaTalk difference,” stated Brader. “A customer makes a commitment by purchasing our product, and that customer should know that the management team is directly involved in customer service. Our customer service team is an integral part of the company.”
Recently ViaTalk was thrust into the limelight for their role in aiding internet phone service customers who were left without phone service by the collapse of SunRocket, another internet phone service provider.
“I was very concerned how the sudden closing of SunRocket would negatively affect the reputation of our industry as a whole. Tens of thousands of their subscribers who suddenly found themselves without phone service came to ViaTalk all at once,” said Brader. “While this event challenged us for several weeks because of the enormous volume, I was confident that we could get our wait times and service times back to levels that previously existed.”
Brader said that in addition to senior managers working around the clock, ViaTalk increased customer service staff by 100% and worked fast to train them. “We are very grateful for the patience of our customers during the past few weeks.”