At NewNet, we are passionate about finding bespoke solutions for all of our customers, and we are equally committed to providing an unrivalled level of after-sales support and customer service. For this, we are widely recognised as having one of the best Customer Service Teams within the telecoms industry.
So what makes NewNet’s highly renowned customer support so different?
- Our Helpdesk is based at our UK headquarters in Fareham, Hampshire
Not only does this avoid the communication difficulties that are common with overseas call centres, it also means that our Helpdesk team are immersed into the daily running of NewNet’s business and are therefore extremely well-informed on any issues, developments or strategic plans that may affect our customers.
- We believe that our customers deserve to speak to qualified, competent, experienced and knowledgeable Customers Service representatives
Our highly experienced team never read from scripts (in fact, they don’t even have access to any form of script) and deal with each query on an individual basis. Collectively, our team have wealth of industry working experience and qualifications including IT degrees, IT BTECS, and professional Microsoft qualifications, so you know you’ll be speaking to someone who really understands your query.
- We aim to answer within 3 rings – no call waiting
NewNet’s instant call-handling system means that we’ll aim to put you straight through to a member of our Helpdesk team within 3 rings. In the rare occurrence that your call gets queued during busy periods, we will endeavour to deal with your call within 1 – 2 minutes.
- Team attitude
Our team are always friendly and enthusiastic with a professional and conscientious attitude. They are a cohesive team, working together to resolve issues and take pride in their work. - 24 hour emergency line
Customers with services that are reliant on guaranteed uptime such as leased lines, colocation and dedicated servers, are given our 24 hour emergency number for immediate attention, day or night. - Support tickets
Don’t have the time to make a phone call? No problem – simply send us your query in a support ticket by emailing helpdesk@newnet.co.uk and a member of the Helpdesk team will answer within 4 hours if sent within the normal office hours of 9am- 5pm. (Please note that you must register as a NewNet support user before you can submit a ticket. To register, please visit https://support.newnet.co.uk).
High priority tickets sent via NewNet’s Secure Customer Area for uptime-reliant services such as leased lines, colocation and dedicated servers are dealt with immediately.
- High-end network monitoring
NewNet’s Helpdesk and Technical teams constantly and proactively monitor our network to ensure service uptime. If we find any service outage or anomalies on high-end services such as leased lines, we call those clients immediately, often before the client has even noticed any outage themselves. This allows us to find and fix any faults before they cause any serious service downtime. - Clear communication
Our Helpdesk team have the experience and knowledge to communicate with customers of all technical levels; clearly explaining any issues in terms that you understand. If you are a customer who isn’t overly familiar with technical terms or issues, our team will talk you through queries without using any complex technical jargon. Our team are also experienced in dealing with highly technical queries at CTO level, working alongside our Technical team to answer specialist enquiries if necessary.
