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Wireless Dealer Magazine CITA 2013 Issue

Q: Knowing dealers have a lot of choice when it comes to which carriers and MVNOs they choose to align themselves with, what makes PrepaYd different? A: By being the best at what we do and always looking for ways to improve and working from the ground up. We consider our dealers and master agents to be our colleagues and the insight we’ve gained from them has been invaluable to us. As a dealer once told me, there tends to be a new MVNO that launches every 20 minutes so being the best at what we do is mission critical. Our dealer success formula is to offer a prof itable product with the best sales tools to promote and support their customers. We take great pride in our dealer portal, which is loaded full of training resources, dealer tools for activations, self-customer care, resource guides, a retail shop, and transparent reporting for all parties. Q: Tell our readers about how you approach your customer service. A: Customer service is absolutely critical for us. Customers have too many options when selecting a prepaid wireless carrier and we have to constantly work on improving our customer service especially as we’re growing and adding new enhancements. If the customer experience was always perfect, there would be no reason to have live support, so we use customer service as a data mining tool by monitoring calls and chats to learn how to improve our communication, training, policies and our service. Our live customer service operates out of two call centers; Tier 1 Customer Service is located in the Philippines, which is open 24x7x365, and Tier 2 Customer Service located in our corporate off ice in California and is open 6 days per week. Both call centers are trained and capable of W D M handling both dealer and customer service calls, however we use our Tier 2 customer service for dealer support and for Spanish customer service. In addition to always having live customer service available, we provide SMS notif ications to subscribers, Live Chat and an interactive Support Help Desk in which our customers and dealers can open trouble tickets without having to call us. Q: Can you expand on the details of your pricing strategy? A: PrepaYd Wireless strives to offer fair, competitive, and great value pricing without compromising quality. We assure our customers and dealers that they are getting what they pay for by ensuring we can provide high usage thresholds, incorporate any applicable taxes, and have enough margins to continue to compensate our distribution fairly. It’s funny when thinking back to when we launched our $35 Unlimited Talk and Text Plan we got a lot of attention for being so low. Will our prices stay the same? Probably not. As our costs go down we pass the savings through to our customers and we’re currently re-evaluating our plans to see where we can make some adjustments. Now over the past year, there’s been a lot of desperation from some of the newer entrants that enter the prepaid market with a new MVNO launching every month with prices lower than the MVNO that launched the month before. One newbie even markets Unlimited Talk and Text as low as $16 per month but stacks taxes and worse, adds some mystery technology and recovery fees. What is considered unlimited with these newer entrants is the real 99


Wireless Dealer Magazine CITA 2013 Issue
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