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.
Customer obsession isn’t a slogan—it’s simply how we operate. It drives how we build, how we serve, and how we lead.
Our teams have the trifecta of unrivaled customer empathy, 13+ years proven technical skills, and more than a decade of frontline industry expertise.
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.
Our tailored approach ensures timely, multi-channel outreach using email, text, phone calls or video chats honoring customer preferences.
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.
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.
We have All Star recognition programs that rewards and spotlights exemplary customer care and support.
Listening is our superpower, fueled by our goal to not only help, but to impress our customers.
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.
+154% NPS increase in less than one year. We continue to aim higher and delight customers.