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CUSTOMER SUPPORT

Powering customer care in a connected world

At vCom, the focus is on delivering a seamless support experience through an expert team, intuitive platform, and efficient processes. The Customer Care Center ensures needs are addressed quickly, whether through self-service resources or direct assistance from a dedicated support representative. Every step of the way, support is designed to be responsive, reliable, and exceptional.

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💙OUR CARE MISSION 💙

Building real connections through exceptional service, innovation and support

Our Customer Care Center is dedicated to building authentic relationships with our customers by providing outstanding service and support that goes beyond expectations. We prioritize a collaborative environment where every interaction is driven by empathy, efficiency, and excellence. This commitment is supported by a strong foundation of people, processes, and technology, ensuring a seamless and exceptional experience.

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Overview

A dedicated support partner

vCom prioritizes an exceptional support experience across every interaction. The Customer Care Center provides seamless, personalized assistance for inquiries, service requests, and issue resolution with speed and efficiency.

Serving as a single point of contact for all non–trouble ticket support needs, the Customer Care Center streamlines processes that were previously distributed across multiple teams. This centralized approach enables faster response times, improved resolution, and greater operational efficiency while allowing internal teams to focus on high-value initiatives.

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HOW WE SUPPORT YOU

A commitment to exceptional support  

The vCom support model is built on three core pillars:

  • People – A proactive team dedicated to delivering a positive, world-class support experience.
  • Platform – A dynamic system offering AI-driven self-service resources with seamless access to live experts when needed.
  • Process – Continuously refined workflows designed to enhance efficiency and ensure consistent, high-quality service.
The Customer Care Center can be reached by phone, email, or through case submission within the platform. Calls and chats receive real-time responses, and emails are addressed within 30 minutes. Each Customer Care Representative assumes full ownership of a request from start to finish, providing smooth, efficient resolution, including warm transfers when additional teams are involved.

The Customer Care Center delivers more than support—it provides a dedicated partnership focused on making the vCom experience effortless, responsive, and exceptional.

"...The level of customer service and support that vCom brought to the table has completely overshadowed our old partner." 

- Noah Brown, Vice President of Finance and IT, Goodwill Alabama

Customer Care Center

Frequently asked questions

How can you contact the Customer Care Center for assistance?

There are several ways to reach our Customer Care Center for support:

What are the operating hours?

Our operating hours are from 7:00 AM to 4:00 PM Pacific Time.

What types of support does the Customer Care Center offer?

The Customer Care Center provides support for a variety of customer inquiries, including:
  • Coaching customers on self-service capabilities and offering Q&A support for network and mobility-related questions.
  • Assisting with administrative and feature-related questions, billing inquiries, asset and inventory management, order status updates, and trouble ticket resolutions.
  • Supporting customers with reporting inquiries and calculations for early termination fees (ETFs).
  • Facilitating onboarding and offboarding processes, and assisting with change order requests for non-price-impacting or catalog-related items, ensuring a smooth and efficient customer experience.

Why did we create Customer Care Center?

The Customer Care Center was created to offer customers a dedicated point of contact for all non-troubleshooting support needs across multiple channels. Our goal is to engage with customers on their terms, providing assistance with any customer service-related inquiries. By consolidating tasks that were once managed by multiple teams, the Customer Care Center enables those teams to focus more efficiently on their core responsibilities, ensuring a seamless and more effective experience for both customers and internal teams.

When did the Customer Care Center begin supporting existing customers?

The Customer Care Center began supporting vCom customers on February 3rd, 2025.

Will this change impact service levels?

No, it will not. vCom is dedicated to providing exceptional service and support that exceeds customer expectations. The Customer Care Center enhances our ability to address customer inquiries and resolve issues more efficiently and comprehensively, ensuring the same high level of service you’ve come to expect.