Wynd Launches First Phase of Its Extensive Customer Service Improvement
Plan
Relationship with CSD to Enable Expanded Support Hours, Quicker
and More Efficient Issue Resolution, Superior Customer Service
SAN LUIS OBISPO, Calif., Dec 19, 2003 -- Today, Wynd Communications
(a GoAmerica, Inc. company; Nasdaq: GOAM) announced the first
phase of its service improvement program designed to dramatically
improve the customer experience. In addition to new billing
and customer relationship management tools, Wynd launched
an outsourcing
relationship with Communication Services for the Deaf, Inc.
(CSD) to enable high-caliber 24 X 7 support.
"
We've taken customer feedback to heart," said Dan Luis,
chief executive officer for GoAmerica, Wynd's parent company. "We've
challenged ourselves to deliver a support experience that is
on par with the quality of our wireless services. From ordering
and billing to technical support, nearly all aspects of the customer
experience will be significantly enhanced in the coming months.
We are excited to team with CSD to offer the high-quality support
our customers deserve."
Wynd has developed a phased approach to improving the customer
experience. During the first phase of this initiative,
Wynd activated support tools such as new billing and
customer
relationship management
software, and began outsourcing customer service functions
to CSD. CSD is taking customer calls 24 hours a day, 7
days a week,
and gathering relevant information for quicker resolution
by Wynd support experts. During the second phase, expected
to
launch later this month, Wynd will provide CSD with access
to Wynd's
internal systems, allowing CSD service specialists to view
customer information, create trouble tickets and resolve
issues for the
majority of customer service inquiries.
"
Advanced technology is making communication more accessible in
today's world, and wireless services and devices are quickly
becoming a lifeline for the Deaf community," said Benjamin
Soukup, president and CEO of CSD. "Wynd's efforts to enhance
and improve these services underscore their renewed commitment
to the customer. We share this commitment and are thrilled to
play such an important role in their new customer service initiative."
Phase One of Wynd's customer service improvement initiative
specifically addresses those areas of Wynd's business that
will have the greatest
impact on the customer experience, including the availability
of its support team, its internal processes, and its internal
and external support tools. Highlights of today's announced
initiatives include:
-- Expanded Support Call Hours Make Support More Accessible:
Wynd's relationship with CSD has enabled Wynd to make its
support more accessible and available for longer periods
of time.
-- Process Improvement Expedites Issue Resolution: Wynd
has completely restructured the internal processes it
uses to
resolve customer
issues, simplifying how its representatives provide customers
support. This means that customers will see issues resolved
faster than before.
-- New Internal and External Tools Make Most Issues Addressable
in a Single Call: New customer support tools will enable
Wynd to build a consistent, positive experience by
putting customer
history, device information, and more, at the support
representatives' fingertips. Additionally, customers
will be empowered to
view billing information online via Wynd's web site.
"
At its foundation, our service initiative is designed to ensure
that Wynd customers get their issues resolved quickly and efficiently,
and that they experience outstanding support," said Frank
Endres, Wynd's director of operations, and primary architect
of the service improvement plan. "By integrating the call
handling expertise of CSD with new tools and processes, we expect
to deliver superior customer support."
About CSD
At
CSD, our goal is to ensure a productive life for all individuals
who are deaf and hard of hearing.
Through quality programs
designed to increase self-esteem, communication
skills, social skills,
independence, well-being, productivity and self-sufficiency,
CSD is able to increase opportunities conducive
to a
positive and fully integrated life.
About Wynd Communications
Wynd Communications Corporation, a wholly owned
subsidiary of GoAmerica, Inc. (Nasdaq: GOAM),
is the nation's
leading provider
of wireless telecommunications services for people
with hearing loss. Wynd is a winner of the California
Governor's
Award
for Excellence in Universal Design and Technology
and has been
recognized by both the Clinton and Bush Administrations
for its commitment
to Americans with disabilities. For more information
about Wynd Communications and WyndTell service,
visit the Wynd
Web site
at http://www.wynd.com, or contact Wynd directly
at TTY 800-549-2800, voice 805-781-6000 or e-mail:
info@wynd.com.
Portions of this news release that are not statements
of historical fact may include forward-looking
statements within the meaning
of Section 27A of the Securities Act of 1933,
as amended, and Section 21E of the Securities
Exchange
Act of 1934,
as amended,
all of which are made pursuant to, and intending
to qualify for, the safe harbor provisions of
the Private
Securities
Litigation Reform Act of 1995. Current and prospective
investors are cautioned
(i) that such forward-looking statements involve
risks and uncertainties,
which may affect GoAmerica's business, prospects
and results
of operations, and (ii) not to place undue reliance
on any such forward-looking statements. Further,
GoAmerica and Wynd
expressly
disclaim any obligation to revise or update any
of the
forward-looking statements contained herein or
any oral or written forward-looking
statements that may be made by or on behalf of
GoAmerica or Wynd to reflect future events or
developments after the date
hereof.
GoAmerica's business is subject to a number of
significant
risks, which are set forth in GoAmerica's filings
with the Securities
and Exchange Commission, which are available
online at www.sec.gov and via the Investor Relations
section
of
GoAmerica's website
www.goamerica.com
"
GoAmerica" is a trademark of GoAmerica, Inc. "Wynd" and "WyndTell" are
registered trademarks of Wynd Communications Corporation. Other
names are trademarks of their respective owners. Contacts: Wynd
Communications
Joe Karp
TTY: 1-800-549-2800
Voice: 805-597-8114
Fax: 805-596-2914
jkarp@wynd.com
