The Benefits of a US-Based Customer Support Team

In today’s fast-paced and globalized world, many companies choose to outsource their customer support to foreign countries. However, at No-IP, we believe that providing exceptional customer support is a key factor in building strong and long-lasting relationships with our users. That’s why we’ve made the strategic decision to keep our Customer Support team in-house at our local Reno, Nevada office.

Our Reno-based team of support technicians is made up of experienced professionals who are passionate about helping our users solve their networking problems. They undergo rigorous training and are well-versed in all aspects of No-IP’s products and services. This means that our users can trust that they are speaking with a knowledgeable support technician who is dedicated to helping them find the right solution to their problem.

In addition to their technical expertise, our Customer Support staff is also dedicated to providing personalized and friendly service to our users. They understand that networking issues can be frustrating and overwhelming, and they work hard to put our users at ease and guide them through the troubleshooting process in a patient and empathetic manner.

One of the key advantages of having our Customer Support team based in our local Reno office is that we are able to work closely with our product development team to provide valuable feedback and suggestions based on our users’ experiences. This helps us to continuously improve our products and services and ensures that our users receive the best possible support experience.

Another benefit of having a US-based Customer Support team is the ability to provide fast response times. Our users can expect to receive a response from our Customer Support team within 24 hours, which is a breath of fresh air when you think about times when you reach out to bigger tech companies and are lucky if you even get a response from a human being within the week.

At No-IP, we’re proud to say that our commitment to providing exceptional customer support has paid off. In fact, we have some impressive statistics to back it up:

  • Our average response time is less than 4 hours, which means that our users can get help quickly and efficiently.
  • Over 91% of our users rate their experience with our Customer Support team as “excellent” or “good”, which demonstrates the high level of satisfaction that our users have with our support.
  • Our team resolves over 66% of support inquiries on the first contact, which means that our users can get back to managing their IP networks with minimal downtime.

By having our Customer Support team in-house, we are also able to ensure that our support staff is familiar with all aspects of our products and services. This means that they are able to provide comprehensive and accurate support to our users, regardless of their issues or question. Whether it’s troubleshooting device connection issues, configuring DDNS settings, or changing the domain covered by Plus Managed DNS, our Customer Support team has the knowledge and experience to help our users find the right solution.

While our Customer Support team provides the utmost care to all our users, we still offer a Priority Support service that provides access to the following:

  • Higher priority – The tickets you submit are instantly flagged and moved to the top of the Customer Support queue.
  • Exclusive toll-free support number – No more waiting on hold!
  • Weekend phone support – your IP network never takes a break, so should anything happen during non-business hours or if you have any questions that you need to talk out with another human, there is someone available and happy to help.

Overall, having a US-based Customer Support team is just one of the ways that No-IP prioritizes our users’ needs. By keeping our support staff in-house, we are able to provide personalized, knowledgeable, and friendly support that is tailored to our users’ specific needs. Our commitment to exceptional customer support is evident in the dedication of our Customer Support staff, the fast response times that we provide, and the high level of quality control that we maintain.