At Inter.link, we are working hard to improve the overall customer experience and provide the future of connectivity. When we started this journey, we knew about all the things that were not great in the industry.
Automating everything and developing a great portal solved many customer pains with legacy connectivity providers. Do you need IP-Transit in Madrid? Do you want it now? Easy, not a problem; log in, agree to the terms and conditions, and you will have the LOA in your mailbox a few minutes later. The service has already been deployed and is waiting for you.
Regarding customer communication, automation is probably not what you expect from us. What if you have questions before you buy? Do you want to know if we support a specific feature you need, or do you have a feature request?
Chatting with an AI bot that redirects you to meaningless support articles never helps, does not solve problems, and never results in satisfying answers.
We know it is nearly impossible to contact most suppliers. Sometimes, you get a contact in sales, but good luck with reaching someone else. Also, sending out emails from noreply@inter.link? That was never an option. Our customers expect more from us.
When talking to our customers, one of the most beloved features they value with Inter.link, is that they can have direct contact with us. We listened to our customers and identified the most used communication channels they value:
So we did what we always do: We went a different way than our competitors. We decided we wanted to be approachable.
Do you want to integrate Inter.link into your Slack workspace? You can have that. Telegram or WhatsApp? Sure, no problem. We use many communication channels to stay in contact with you. And yes, we also do IRC because we know network operators live there.
At the other end of the screen, you will find real Inter.link people like our CEO Theo Voss, a customer representative, or myself (Stefan Funke, Head of Network and Infrastructure) on behalf of our technical team. There are no call centers and no external agents. While direct chatting with us comes with no SLA, all customers always have the option to open a ticket with our support, where we track response times and make sure that you will get answers for your case. If you are unsure how to do that, you will find all the options in our portal.