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The HomeWAV Difference: Exceptional Service and Support

By HomeWAV MediaOctober 1, 2024
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The HomeWAV Difference: Exceptional Service and Support

At HomeWAV, we pride ourselves on delivering exceptional service and support for both visitors and correctional facilities. Our commitment to excellence is evident in every interaction – you can count on us, unlike the competition.

Visitor Support

Exceptional Customer Support

Our customer support is always here to help, available 365 days a year, including holidays. We believe in personalized service, which is why we have teams ready to assist you at any time. Our goal is to resolve issues on the first contact, with most calls answered in under 30 seconds and resolved within 3.5 minutes. Don’t just take our word for it; see what visitors have to say here.

Dedicated to Resolving Issues

At HomeWAV, we’re here to help.  Our dedicated Customer Support Team is focused on resolving issues quickly and effectively. We offer multiple ways to contact us—email, web, and phone—ensuring visitors can reach us in the most convenient way. This level of dedication  has earned us top ratings on the Better Business Bureau, App Store, and from countless customer testimonials.

Navigating Your Journey with Care

We understand the emotional weight of having a loved one incarcerated, and we’re committed to supporting visitors every step of the way. We provide comprehensive information across our website, including a detailed FAQ center that addresses common concerns. To ensure a smooth experience, we onboard new visitors via email, offering guidance and resources tailored to their needs. Our mobile app also provides convenient access to essential tools and information. Whether it’s navigating our platform or understanding how to stay connected, we’re here to help visitors navigate this difficult terrain with care and compassion.

Facility Support

Advanced Technical Support Services

Our advanced technical support services include comprehensive on-site and remote support. We prioritize resolving issues remotely to minimize disruption and only deploy local technicians when absolutely necessary. Our Field Service Teams  provide personalized assistance, and our Business Development and Regional Operations Managers collaborate to ensure seamless resolution and communication of any issues. Even if we cannot resolve an issue immediately, we are dedicated to providing status updates as we investigate.

Focused on First-Time Resolution

We are 48 times faster at first-time response than our competitors, with a response time under one hour compared to the industry standard of 48 hours. Effective communication is crucial, and we ensure you are kept informed about our progress and resolutions throughout the process. At HomeWAV, we are always focused on our facilities and their communities, and continuously strive to improve our products and services.

Personalized Training and Support Resources

We offer live, customized admin training upon implementation, delivered by personable subject matter experts (SMEs) and dedicated Business Development and Field Service representatives. Additionally, we provide access to a 24/7 on-demand training platform and a comprehensive Help Center on the admin portal. Whether you are a new facility partner looking for onboarding or a current partner looking for a refresher, we promote training with a hands-on approach with easily accessible training resources.

Experience the best-rated support in the industry with HomeWAV. We’re here to help, whenever you need us.

Discover the HomeWAV Difference and contact us today.