By Jodie Miller, Head of Customer Operations
Choosing an internet provider can feel like a necessary evil for many consumers. It’s often a process that only creates more questions: Are you getting the best value for your money? Will you have to deal with frustrating customer support issues? The stakes are high because reliable internet isn’t just a convenience—it’s a necessity.
United Communications understands those concerns. That’s why everything we do is focused on delivering the best possible internet and telecommunications experience for Middle Tennesseans.
Last year, our COO Josh Lynch highlighted the three core commitments we make to our customers: simplicity, personalization, and forward-thinking innovation. Today, I want to take that a step further by detailing the specific initiatives and strategies we employ to uphold those commitments, ensuring our customers receive an unmatched internet experience.
The United Communications Difference: Unpacking Our Commitment to Customers
Here’s a closer look at the three core commitments we make to our customers and the steps we take to deliver on them:
How We “Make It Easy” by Offering Unmatched Internet Service
We want to simplify the lives of those we serve, starting with one of the strongest, fastest, and most reliable networks in our service area.
- Multi-Gigabit Speed Plans: Whether you’re streaming 4K movies, engaging in online gaming, or transferring large files while hosting a Zoom call for work, we offer 1-Gig and multi-Gig internet plans to help you keep everything running smoothly. This allows our customers to enjoy seamless online experiences, no matter how demanding the task.
- 99.99% Reliability: Staying connected is critical, so we’ve designed our network to deliver near-perfect reliability. With 99.99% uptime, our customers don’t have to worry about interruptions.
- Stealth Fiber Installation: While fiber internet was a game-changer for the industry, the installation process can be cumbersome. That’s why we’re thrilled to introduce United Stealth Fiber, a revolutionary new approach that eliminates the need for disruptive trenching and ushers in a new era of fiber internet accessibility.
- More Capacity, Less Congestion: We’ve recently made major investments to increase network capacity, which is like adding more lanes to a highway. This reduces congestion, ensuring your internet stays fast even during peak usage times. You won’t have to worry about your connection slowing down when you need it the most.
- State-of-the-Art Switching Core: The heart of our network is an advanced switching core that manages data flow with precision. This results in lower latency and faster connections, providing our customers with a smoother and more responsive internet experience.
We know that simplicity is about more than just having a great network—it’s about ensuring that our customers don’t have to think twice about their internet connection. The investments and commitments we make to building a world-class internet network are always reaffirmed when we hear feedback like this from customers:
“The fiber optic internet service that United provides to our area is far above and beyond anything else that’s available. I honestly don’t know why anyone in this area would consider using anyone else.”
– Kemp R., United Customer
How We “Make it Personal” and Create Real Connections with Our Customers
We are more than just a service provider. As a local company, we care deeply about our community and are committed to making real connections with our customers. To that end, we offer personalized customer support and solutions tailored to individual needs.
- Personalized, Local Support: Our local customer support agents are specially trained to provide customized assistance. Whether you need help troubleshooting a technical issue or are simply looking for advice on choosing the right plan, our team is here to help with friendly, attentive, and solution-oriented service. We pride ourselves on making every interaction a positive and personal experience.
- Custom Internet Plans with Transparent Pricing: Everyone’s internet needs are different, so we provide a variety of plans. This flexibility allows our customers to choose the perfect plan without paying for unnecessary extras or hidden fees.
- Rapid Customer Assistance: We know that when an issue arises, you want it resolved quickly. That’s why our local call centers are staffed with specialists who are ready to help. 80% of the time, when you call in with a question, you’re connected to a real person within 30 seconds—no long waits or frustrating automated systems. We’ve also embraced innovative tools to make troubleshooting even easier. TechSee is one such tool that our tech support team uses, allowing our agents to quickly diagnose and resolve problems by seeing exactly what you’re experiencing.
By offering local support and tailoring our services to meet the specific needs of our customers, we make sure that our customers feel valued and heard. As one of our customers, Kevin C. recently shared, “United has the best customer service I have ever experienced in my 53 years of life! I am so impressed with your team. They are fast, responsive, communicative, respectful, empathetic, and professional A+!”
How We “Think Ahead” and Address the Needs of Tomorrow
United Communications is always looking to the future to anticipate what our customers will need tomorrow. This proactive mindset drives our investments in cutting-edge technology, ensuring our services remain ahead of the curve.
- Partnerships with Industry Leaders: To deliver the best possible service, we’ve partnered with industry leaders like Arista, Adtran, Calix, and Ribbon. These partnerships allow us to incorporate the latest technology into our network so that our customers enjoy superior internet speeds and reliable connections.
- DWDM Technology: Dense Wavelength Division Multiplexing (DWDM) is one of the core technologies in our network. This advanced technology increases our data transmission capacity, enabling us to deliver fast and reliable internet even during periods of high usage. Whether it’s a busy evening when everyone is online or a surge in demand, our network handles it with ease.
- Proactive Support and 24/7 Monitoring: Keeping our customers connected is our top priority. That’s why we monitor our network around the clock, addressing potential issues before they impact your service. But we don’t stop there. We’ve also implemented a proactive support system where dedicated specialists identify and reach out to customers about potential issues before they even have to call us. This level of service goes above and beyond what most providers offer, so customers are always one step ahead when it comes to their internet experience.
By anticipating future needs and staying at the forefront of technological advancements, we provide our customers with a superior internet experience that’s built to last.
Experience The United Communications Difference
As the Head of Customer Operations, I have the privilege of leading and supporting the various teams that make up our customer operations at United Communications. In all my years working in the technology sector, I’ve never seen a team so dedicated to supporting its customers or an organization so committed to living out its values.
It’s an exciting time for our team and our customers. We’re proud of the impact we’re making by providing a world-class connection with a local touch. As we continue to grow and invest in new technologies and services, we remain dedicated to helping our customers and communities stay connected.
To learn more about United Communications and explore our services, delve into our resources or check out what other United customers have to say. We look forward to continuing to serve you!
About the Author:
Jodie Miller, Head of Customer Operations
Jodie Miller is the Head of Customer Operations at United Communications, where he provides leadership and support for the Customer Care, Technical Support, Install and Repair, Facilities, and Network Operations teams. With a master’s degree in engineering from the University of Tennessee, Jodie brings extensive experience in engineering, operations, logistics, customer support, and process improvement within the technology sector. He was drawn to United because of its mission to deliver broadband to underserved areas and the talented, customer-focused team he now leads. Jodie is passionate about ensuring customers enjoy the full benefits of United’s world-class broadband service.