10 Ways Fusion Connect Achieves High Levels of Customer Care

Creating a customer-obsessed company culture is Fusion Connect's focus. We hold ourselves accountable, everyday, by listening to how happy and well supported our customers feel. It’s a daily commitment to staying sharp, responsive, and aligned with our customers’ evolving needs.

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1 Build a customer-centric culture

Customer obsession isn’t a slogan—it’s simply how we operate. It drives how we build, how we serve, and how we lead.

2 Hire and retain the right talent

Our teams have the trifecta of unrivaled customer empathy, 13+ years proven technical skills, and more than a decade of frontline industry expertise.

3 Offer proactive customer service

Proactive health checks and quarterly reviews help us identify issues before they happen. With teams in every time zone, we can stay ahead of customer concerns.

4 Personalize customer service

Our tailored approach ensures timely, multi-channel outreach using email, text, phone calls or video chats honoring customer preferences.

5 Empower the customer service frontline

Our reps stay on the call with the customer until their concerns are completely addressed. Quality of the customer experience, not speed, is what matters.

6 Invest in training

We offer a unique rotation program and skill development opportunities. Teams learn how to address Tier 1 and Tier 2 issues with accuracy and an average resolution time of 35 seconds.

7 Reward the team

We have All Star recognition programs that rewards and spotlights exemplary customer care and support.

8 Go the extra mile

Listening is our superpower, fueled by our goal to not only help, but to impress our customers.

9 Ask for feedback

We make sure customers have a variety of ways to let us know how we are doing from surveys after every customer call to advisory councils.

10 Always deliver on the promise

+154% NPS increase in less than one year. We continue to aim higher and delight customers.