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NetNearU considers customer and end-user care a top priority. NNU provides telephone support
to WiFi users at a variety of venues including airports, hotels, retail outlets, marinas,
military bases, universities, sports stadiums, restaurants and others. NNU's 24/7 help desk is staffed by U.S.-based support personnel specifically trained for WiFi service. They do not support any other unrelated products or services so as to allow us to focus on our core competency and deliver unmatched customer care.
Incoming help desk calls are answered by technical support representatives who typically
resolve user-reported issues immediately. However, if an issue cannot be resolved quickly by
the technical support agent, the issue is directed to NNU's in-house software development team.
NNU's help desk strives to maintain call center metrics at levels unsurpassed by NNU's competitors:
- Average hold time is less than 30 seconds
- 80% of calls answered in 20 seconds or less
- Average call duration is less than 6 minutes
- 95% of issues are resolved on the first call
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