With a mission centred around service, reliability, and community, West Carolina’s adoption of GOCare Reach and GOCare Connect marks a step forward in delivering proactive, seamless, and customer-centric digital experiences.
GOCare, a SaaS provider of digital customer experience solutions for broadband service providers (BSPs), has announced that West Carolina has partnered with GOCare to drive customer engagement and operational efficiency through the deployment of the GOCare Digital Experience Platform.
West Carolina, a regional telecommunications provider serving communities in western and upstate South Carolina and Columbia County, Georgia, is investing in digital-first technologies that enhance subscriber communication and modernise the customer experience.
With a mission centred around service, reliability, and community, West Carolina’s adoption of GOCare Reach and GOCare Connect marks a step forward in delivering proactive, seamless, and customer-centric digital experiences.
“West Carolina is committed to offering our customers best-in-class experiences across every touchpoint,” said Chris Townson, CEO of West Carolina.
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“Partnering with GOCare gives us the ability to engage customers through the digital channels they prefer while making our team more responsive, more efficient, and better equipped to deliver the level of service our communities expect.”
West Carolina’s deployment includes two key modules from the GOCare Digital Experience Platform that add significant value to its back office and operations technology stack:
- GOCare Reach:
A targeted outbound campaign tool designed to send proactive messages to defined customer segments. West Carolina will utilise Reach to inform customers about service availability, network improvements, and other key updates, all while reducing inbound call centre traffic and improving customer awareness.
- GOCare Connect:
A unified, omni-channel communication solution that integrates two-way SMS, webchat, email, and social media into a single, streamlined interface.
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Connect empowers West Carolina to embrace some customers’ preference for digital interactions and be the “easy to do business with” service provider, all while reducing call volume, improving first-contact resolution, and enhancing staff’s effectiveness by providing a single-pane-of-glass view across all touchpoints.
GOCare will also be used to send separately branded Upcountry Fibre digital communications via West Carolina’s partnership with Blue Ridge Electric Cooperative (BREC), showcasing GOCare’s ability to aid ISPs with multiple brands and service areas, providing effective digital engagement to their subscribers.
“West Carolina’s team has demonstrated a forward-thinking approach to digital customer experience,” said Mike Roddy, CEO and Co-Founder of GOCare.
“With GOCare’s platform, they’re not just meeting expectations; they’re raising the bar. We’re honoured to support their efforts and help bring their digital engagement vision to life.”
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