The Proactive Approach
The EthoStream approach to support focuses on proactive service and eliminating user complaints. EthoStream doesn't just react to problems that users have already discovered. Support representatives take a proactive approach by monitoring the network status and initiating necessary repair solutions so customers can enjoy an uninterrupted high-speed Internet experience.
Should a problem occur, the three-tiered EthoStream support system will get to the heart of the matter quickly and efficiently. Support representatives can easily assist users with issues that may arise because they actively monitor each location. By integrating the EthoStream Gateway Server and the
Remote Management Console, our dedicated support team has real-time visibility into a property's high-speed Internet usage and the ISP status. When a user calls into the support center, technical support can view the guest's Internet usage and will already know if the user is online, how long they have been using the system, and when their session will end. Instead of working from a script-based support program, EthoStream support agents can anticipate the needs of users and quickly resolve issues.
EthoStream invites customers to provide feedback and comments about the support
experience to
feedback@ethostream.com. Receiving and acting on feedback is an essential part of ensuring customer satisfaction.
-
-
"EthoStream has provided an integrated solution for our guests' needs. Their remote assistance and monitoring capabilities are exactly what is required in the hospitality environment."Jeff Henschel - Marcus' Director of Hospitality Technology
-
"The city has received only compliments on their very professional and patient demeanor when listening to problem symptoms from users and talking them through configurations and problem resolutions."Randy Gschwind - CIO, City of Milwaukee
-
"We have been using Ethostream in all of the hotels that Hospitality America, Inc manages for over 4 years now and wouldn't consider using anyone else."Ross Wagers - Regional Manager Hospitality America, Inc
