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West Carolina Partners with GOCare to Transform Customer Engagement

In a bold move towards enhancing customer satisfaction, West Carolina, a prominent broadband service provider, has partnered with GOCare, a leading SaaS company specializing in digital customer experience solutions. This collaboration aims to elevate the quality of customer interactions and operational efficiency through the deployment of GOCare's Digital Experience Platform.

Understanding the Partnership

As a regional telecommunications provider, West Carolina serves various communities in western and upstate South Carolina along with Columbia County in Georgia. With a strong commitment towards service, reliability, and community engagement, West Carolina is dedicated to investing in cutting-edge technology that modernizes the customer experience.

Chris Townson, CEO of West Carolina, articulated the vision for this partnership: “We aim to provide our customers with the best-in-class experience at every contact point. By joining forces with GOCare, we will be able to engage our customers through digital channels they prefer, while simultaneously making our team more responsive and efficient.” This alignment marks a significant leap forward in delivering seamless and customer-centric digital experiences.

Key Features of the Collaboration

West Carolina's initiative encompasses the integration of two vital modules from GOCare’s Digital Experience Platform:

1. GOCare Reach

This targeted outbound campaign tool allows West Carolina to send proactive messages to specific customer segments. The Reach feature is designed to keep customers informed about service availability, network upgrades, and other crucial updates. Not only does this reduce call center traffic, but it also enhances customer awareness and satisfaction by providing timely information.

2. GOCare Connect

GOCare Connect delivers a unified communication solution that integrates various channels such as SMS, web chat, email, and social media into one coherent interface. By adopting this feature, West Carolina meets the growing demand for digital interactions, making it easier for customers to engage with their service provider. This also results in improved first-contact resolution rates and staff effectiveness, as all customer interactions are accessible through a single dashboard.

Expanding Brand Reach

Moreover, GOCare's platform allows for separate branding efforts via West Carolina's collaboration with Blue Ridge Electric Cooperative (BREC). This capability showcases GOCare's strength in aiding Internet Service Providers (ISPs) to manage multiple brands and geographic service areas effectively. By utilizing GOCare, West Carolina plans to send branded communications through its Upcountry Fiber division, which further illustrates its commitment to delivering effective digital engagement.

Mike Roddy, CEO and Co-Founder of GOCare, acknowledged West Carolina's proactive approach to enhancing digital customer experiences. “Their team has a forward-thinking mindset, and with the implementation of GOCare, they are not merely meeting the industry standards; they are setting new benchmarks. We are excited to assist them in realizing their vision for digital engagement.”

The GOCare Advantage

GOCare's platform is designed specifically for broadband service providers, facilitating improved customer satisfaction and operational effectiveness. As a comprehensive SaaS offering, it integrates seamlessly with various operational technologies, including billing and marketing platforms. This technology empowers service providers to send proactive notifications and personalize interactions via multiple channels, thus reducing call volumes and operational costs while simultaneously enhancing customer satisfaction ratings.

Having established connections with over 30 broadband operators and powering more than 30 million monthly digital interactions, GOCare continues to foster significant advancements in customer engagement strategies within the industry.

About West Carolina

West Carolina has its roots dating back to 1952, initially aimed at delivering reliable telephone services to rural communities in South Carolina. The company has since evolved and now focuses on providing advanced telecommunications services across a broader range, including broadband and voice services. By investing in their infrastructure and updating technology, West Carolina remains committed to ensuring that their customers have access to the latest advancements in connectivity.

To learn more about GOCare, visit www.gocarecx.com and for West Carolina, find more information at www.westcarolina.com.