Vonage beefs up customer service management
Vonage has snared an experienced customer service manager from DHL to oversee its troubled customer service centers. Mike Sears has been appointed senior Vice President of Global Service Delivery Operations. Vonage boss Jeffrey Citron has vowed to improve customer support--to reduce the VoIP carriers very high churn rates and to lower support costs. Vonage's customer base has grown rapidly to 2.5 million over three years, and Citron has admitted the high cost of multiple support calls has hurt Vonage.

Sears managed a turnaround in DHL's customer performance, with customer satisfaction scores up by 15 percent and customer complaints down by more than 10 percent. Sears has 18 years experience with customer-support functions and previously worked at Wachovia bank as its VP of customer service strategic planning.

Vonage recently introduced a new connection device hoping it will lower the number of calls to customer care, especially for new subscribers. Users have long complained of difficulty setting up their Vonage adapters. The new device is color coded to enable easier use and support. Vonage announces its Q4 result Wednesday. For more: Vonage release [1]