Category: Jump Support

Accolades for Skinny

Skinny has been proclaimed number one amongst the major telcos when it comes to customer service. The results of a independent survey of telcos’ service performance was released this morning by the Commerce Commission.

This is doubly good news for Skinny Jump customers – not only are they getting the most affordable internet service in New Zealand, they are now also getting the best internet service.

The Residential Broadband Rankings for the period from January to June 2023 put Skinny ahead of all other major internet providers when it comes to how likely customers are to recommend their provider to friends and family. Skinny also topped the tables in customer satisfaction with how quickly providers resolve customer service issues.

So well done to the Skinny team; we are fortunate to have you as the Jump internet provider.

New Jump IVR a hit!

At 8.30am on Wednesday 17 May, the Skinny Jump IVR (Interactive Voice Response) went live. What this means is that Jump customers can now interact with a computer-operated phone system through voice or keypad input to get the help they need rather than going into a wait queue to speak to a Skinny Care agent.

Within an hour of the launch, Jump callers were quickly finding the IVR was solving their problems, allowing them to:

(a) hear the dollar balance on their Jump account

(b) hear their data balance (number of Megabytes)

(c) top up their account using a Skinny voucher

(d) renew their Skinny Jump plan

(e) hear how many plan renewals they have remaining for the month

(f) cancel a plan renewal

In the first week, the number of calls to live agents dropped by 40% and we are sure this also resulted in much happier customers, being able to avoid the wait queues. Furthermore the IVR never sleeps – awake 24/7.

To use the Jump IVR process, customers have to:

  1. call 0800 4SKINNY (0800 475 4669)
  2. select Option 3 for Jump
  3. enter their broadband number (0204….)
  4. enter their verification code

Step 4 is something new. Until now, this has only been required when setting up a new modem, so customers will need to have both the broadband number and the verification number ready to use the IVR.

Customers will still have the option to “press 9 to speak to a Care agent”. We encourage all partners to explain (or even demonstrate) the IVR option during the initial set-up process.