Alpharetta, GA – (February 2023) – GOCare, a SaaS provider of customer experience software, announced that Knoxville Utilities Board (“KUB Fiber”) has selected GOCare Messenger to improve customer communications and satisfaction for KUB Fiber’s fiber-to-the-home (FTTH) broadband subscribers.
GOCare Messenger is a cloud-based, fully integrated solution enabling proactive and interactive communications with the subscriber via their mobile device. GOCare delivers important account updates in advance of the customer inquiry and consequently, GOCare clients experience a 30% – 50% reduction of inbound calls, 70% fewer missed appointments, and reduced customer churn. GOCare leverages the dramatic shift in consumer preference for mobile and non-verbal communications. Clients leverage the GOCare team’s broadband operating experience to differentiate their service delivery.
“We want to meet our customers where they are when we communicate with them,” stated Kristy Lund, Manager of KUB Fiber Customer Service. “KUB Fiber is building a 100% fiber network. The technology and service delivery supporting that network should be equally advanced. We will provide a customer experience that surpasses customer expectations,” concluded Lund.
“KUB Fiber represents a new level of competitive broadband provider,” offered Rick Perkins, CTO of GOCare. “Operators routinely hype broadband speeds that amount to network parity. KUB Fiber enters the market with a competitive advantage focusing on an improved customer experience, including GOCare Messenger’s proactive communications. With GOCare Messenger KUB Fiber’s agents will invest more time on the fewer customer calls they do receive,” Rick offered. “Delivering the most advanced network and a focus on the consumer’s experience will set KUB Fiber apart in a highly-competitive field,” Rick concluded.
About GOCare
GOCare provides software solutions to the broadband and utility industries. Our SaaS portfolio includes a complete digital experience platform, proprietary SMS Chat functionality, Secure Payments, multi-platform NPS scoring, and a sophisticated analytics engine allowing our clients to benchmark their performance against other similar operators. GOCare was founded by industry veterans and incorporates its mission of “By Operators, For Operators” into how they partner with broadband industry leaders such as Vexus Fiber, Point Broadband, Bluepeak, and many others. For more information visit www.gocarecx.com
About Knoxville Utilities Board
KUB is a municipal utility serving Knox County and parts of seven adjacent counties with safe and reliable electric, fiber, natural gas, water, and wastewater services to more than 478,000 customers.
Media Contacts:
GOCare – Mike Roddy | [email protected] | Knoxville Utilities Board – Kristy Lund | [email protected]
