If you’re wondering what its secret is, the 13-year-old Provo, Utah-based home automation/home security provider offered an answer in a recent press release this week, during National Customer Service Week. It said its key to success is excellent service to its more than 675,000 customers throughout the United States and Canada.
"Customer service professionals answer calls, tackle problems, manage teams, and are the frontline responders in making someone's day a little easier," said Steve Dixon, Vivint's vice president of operations. "You can have world-class products and attractive pricing, but if you don't back that up with professional, friendly and effective customer service you won't succeed."
Tina Brewer, of Fredericton, New Brunswick, recalls a personal experience when Vivint's customer service representatives offered timely and effective advice.
"I came home from work and attempted to enter my passcode," Brewer said. "I received a message that it was an invalid code and attempted to re-enter the code. However, when I started to do so, a loud alarm sounded. I was startled and unsure what to do. The voice of Vivint's support staff came on the speaker and walked me through the necessary steps to stop the alarm."
Brewer was also connected to Vivint's technical support team who taught her how to properly use her keyless entry. "Vivint's support staff was so kind and so helpful. I was completely overwhelmed," Brewer added. "They were helpful and supportive. I know that if I were in an unsafe situation, having their support would come as a great comfort."
Vivint has won numerous awards for its customer service. It was honored as the gold winner of "Customer Service Department of the Year" at the 2012 American Business Awards, a top annual business recognition program. Vivint also earned gold medal honors from Contact Center World. In addition, Vivint received top honors from the Central Station Alarm Association for its exceptional service to customers and community.
At Vivint, outstanding customer service extends beyond the initial sign-up of a customer. Damien Seabrook, of North Charleston, N.C., was surprised at the fast and friendly manner of Vivint's installation technicians, who arrived at his home in less than 15 minutes after he verified his account.
"I was blown away by the quick response and have never had that happen in my life," Seabrook said. "Once the technician verified what package I was getting he got right to work. In 45 minutes I had a new system and he even took the time to show me how to work everything. The great part about it is he even downloaded the app to my phone."