TORONTO, Aug. 18, 2015 /CNW/ - Facebook has added a new metric to company pages which tracks how promptly they communicate with customers. Pages with a 90% response rate and a median response time of 5 minutes or less will be publicly displayed on a company's Facebook page.Yak Communications is the only Canadian telecom company to receive this public distinction on Facebook to date, earning a response rate of 100% with a response time ranging between 3 minutes and 41 minutes.
"We are honored by this distinction, which demonstrates our commitment to customer support of the highest calibre", said Josh Bower, Head of Marketing at Yak Communications. "The timeliness in which we converse with current and prospective customers is critical to improving all aspects of what we do. Canadians shouldn't find themselves at the mercy of unresponsive or dismissive support teams. Yak continues to lead the industry in this area - assisting customers at lightning-fast speed and improving our products based on the intelligent feedback we receive."
Facebook's metric carries weight in an industry notorious for its below-average support. In 2013 alone, the CRTC and CCTS received over 44,000 complaints, many of them related to disrespectful customer service. Bower notes that on the CCTS's list of service provider accepted complaints from August 2014 through January 2015, Yak received 4 complaints while Bell and Rogers topped the list with 1,989 and 1,240 respectively.
"Yak provides a warm reception to all feedback, whether positive, negative or simply an innovative idea", Bower adds. "This responsible self-governance doesn't fit into the current structure of large telecom corporations, who grade their support team on how quickly they can end a conversation, and reward representatives who make it difficult to cancel service. The reality is that social media and online directories have made it easy for scorned customers to commiserate and help each other find a better telecom relationship. Facebook's new metric has created an important barometer for customer satisfaction. Yak will continue assisting Canadians via any medium they prefer, precisely when they are in need."
Studies indicate social media use by companies is on the rise, offering a public forum for transparent and accountable dialogue between consumers and corporations. The reach of a user's network, and that network's ability to view the conversation, often increases pressure on a company to act responsibly. Facebook's response algorithm has consequently set a new standard for resolution time in the digital era.
About Yak Communications
Yak was founded in 1999 and acquired by Globalive Communications in 2006. Yak was one of the first entrants to Canada's competitive communications market and has always provided Canadian consumers with reliable services at a fair price. A favoured telecom alternative for over 1 million Canadians, Yak is continuously evolving its product line to expand coverage and bring its transparent, no-contract, no hidden fee services to more customers. Yak is proudly Canadian-owned and part of Globalive Capital. For more information, visit www.yak.ca.
SOURCE Yak Communications
Image with caption: "Response Metric on Yak Communications' Facebook Page (CNW Group/Yak Communications)". Image available at: http://photos.newswire.ca/images/download/20150818_C6275_PHOTO_EN_476270.jpg
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