Local Customer Service
Since its creation in 1997, Cal.net has had a local office and employees. We have always felt that this is a value to our customers, compared to any short term savings we’d see by outsourcing our Support like other ISPs do.
An example of this value can be found in one customer who’s been with Cal.net for over 10 years. They saw our ad in the local paper, walked into our office in 1999, signed up for dialup service, and worked with our local staff in setting up their computer for dialup. When they had issues, they called the same technician over the years to help solve problems as they arose.
As we got to know the customer, a relationship was built, and when they signed up for DSL service later on the same technician who had installed their dialup service many years ago came out to their home and set them up for DSL. While the DSL install went just like any other DSL install, the experience was improved by the level of trust our customer had for us, given that they were not just customer 1052, being assisted by technician 1375 based in Davis. They were Steve and Doris, being helped by Chris, and had a 10 year relationship to work from.
Many customers have shared with me that they enjoy being able to walk into our office, or call in knowing that they’ll get a familiar voice vs. an endless cycle of different people. I still to this day talk to the customer in this article and see them around town from time to time. Instead of an awkward Customer to Employee conversation, we catch up on recent events, hobbies, something you won’t be able to get from an outsourced call center from any of the “Big” ISPs .
When you call Cal.net, I can assure you we treat you like family, and serve you to the best of our ability, and do so from an office in Shingle Springs CA.
Customer Service Rep #1375