Hold, Please

You know the rigmarole…

“Please hold. Your call is very important to us…” Cue the twangy off-key music. There is nothing more irritating than needing immediate service and being placed on hold, unsure when or IF anyone will pick up to address your problem.

If your call is so important, why are you on hold?

Average Hold Times

Did you know the average person spends 1.2 years on hold over their lifetime?

The help website, GetHuman, offers the contact numbers and strategies for speaking with a human for many larger companies. The average wait times are listed for several national telecommunication firms (as of mid-May 2016). They include:

Company Wait Times

AT&T: 13 minutes

Comcast: 29 minutes

DirecTV:  8 minutes

Hold time expectations are notoriously grim in the communication industry. Rather than waiting online, many customers hang up or try their hand at self-help, looking for solutions online. Unanswered phone calls are practically cliché for cable, television, and phone companies.

When You Call Smithville

One of the consistent comments we get at Smithville is the speed, efficiency, and friendliness of our customer service. You won’t be bounced to a call center on another continent. Instead you will speak with a local, knowledgeable support person who can address your problem immediately.

And, you may ask, how fast is “immediately”?
At Smithville, we answer our calls off from hold in 13 seconds. Not 13 minutes.
Of course, there is the occasional exception. But the average time to reach a live human being at Smithville is 13 seconds. Really.
That’s pretty fast.

Smithville Fiber is proud to employ Hoosiers helping Hoosiers. Quick and local service is just another reason to Switch to Smithville.

Less downtime. More playtime.

Four words. They mean a lot. Since 2008, when Smithville secured financing for fiber expansion, we took on an ambitious goal. We saw the incredible short- and long-term impact that fiber could have on communities, on businesses, on individual lives. With many decades of hands-on work with our legacy communications systems (much of which is still working well beyond the limits for which it was originally designed), we saw that the future of communications was fiber based.

What does that mean for you?

We set out back then on what has now become a $100 million project. We knew what a fiber platform would mean for our customers and for Hoosiers. So we began converting to a fiber platform. Now, some 2,500 miles of fiber later, Smithville has the privilege of introducing true Gigabit symmetrical fiber-based Internet – 1,000 mbps up and down – in the state of Indiana. We’re in the process of building Indiana’s first true GigaCity in Jasper, and we’re taking this latest fiber Gigacity technology to places like the Blue Ridge neighborhood in Bloomington. More will be coming.

Fiber means a lot to the state and to our customers. It brings many advantages. That’s why with Smithville Fiber, we can lay claim to the statement: “Less downtime. More playtime.” If you have fiber-based high-speed Internet at work, you can probably get more done in a day. If you have reliable Smithville fiber at home or at work, you have less downtime. That means you have more playtime, time to do things that you want to do.

That’s why many say that the “killer outcome” of fiber is more time. Time to work productively. Time to get things done with less frustration. Time to have fun online with your kids. Time to run home applications that improve your life. Perhaps most important of all: more playtime.

If you’re not yet a Smithville Fiber customer, we hope you’ll think about it. If you’re already a Smithville customer, we thank you.

I personally invite you to come back to this space regularly for more information. Thanks for visiting.