Roaming Consulting (ROCCO), a leading telecommunications research firm, recently conducted extensive “Vendor Performance Reports” with over 500 mobile network operators (MNOs) to better understand how vendors in the market perform in customer service and A2P (application-to-person) SMS messaging.
Championing Customer Service
While many vendors offer services internationally, there are complex, specific challenges that come with providing a consistent customer support experience including cultural differences, languages and local business customs. To determine the best performing vendors, ROCCO asked nearly 300 MNOs how they rated roaming and interconnect vendors against three customer service KPIs: Care, Capability and Quality.
After reviewing a selection of 92 vendors, Nexmo was recognized as having “Great Service,” ranking in the top 3 alongside PCCW Global and Orange as one of the top “Customer Service Champions of 2016”.
This recognition is a true testament to Nexmo’s customer-first culture. We are fanatical about our 24/7 customer support. In fact, every Nexmo employee is required to participate in a comprehensive training program called “The Customer Academy,” in which they are trained on all products, learn about our company values, and complete 20 customer support tickets. The Academy ensures that every Nexmo employee is a cloud communications expert, which allows us to provide the best possible service to our customers.
Top Tier One A2P SMS Messaging Vendor
In a second Vendor Performance Report, ROCCO consulted 260 MNOs who evaluated 32 global A2P SMS messaging vendors on four distinct categories: Performance, Performance on Key A2P SMS Messaging Criteria, Leadership, and Overall Ratings. The survey also covered the business and technical performance of all A2P SMS messaging vendors, considering the quality of customer service, trust, ability to increase revenue, reliability, and local expertise.
I’m excited to announce that out of 32 selected vendors, Nexmo was declared a “Top Tier One A2P SMS Messaging Vendor,” ranking at the highest level across the 35+ leadership and performance categories.
Nexmo firmly believes that every message matters and have developed unique solutions like our Adaptive Routing algorithm to prevent any potential issues for our customers. Our direct relationships with carriers and innovation around pain points all come together for a more reliable, and efficient service, which is vital to the profitability and reputation of MNOs. In such a competitive market, it is rewarding knowing that they feel that we are providing them with the best service possible.
“We are thrilled to see Nexmo represented in both our A2P Messaging and Customer Support reports year over year, as they have consistently achieved high ratings across all MNOs who rated them.” – Jason Bryan, CEO of Roaming Consulting
To learn more about Nexmo’s superior customer support or global SMS API, visit nexmo.com.