West Palm Beach, Fla. & Jerusalem — Jan 21, 2014 — More changes were seen today at magicJack Vocaltec Ltd. (NASDAQ: CALL) as they announced they have appointment Mary Kennon as Vice President of Customer Experience. Kennon is a telecom vet with over three decades of experience in the industry. She has been hired to lead the companies charge in improving both customer loyalty and satisfaction. Mary brings a long resume of experience in the telecom industry along with working directly with Vocaltec for quite some time. Her overall experience combined with here deep knowledge of the inner workings of the company make her a great person to fill this new position at magicJack as they position themselves to step into a near era. CEO Gerald Vento noted:
“We are delighted to appoint Mary as our new vice president of customer experience. Customer care is an important area for magicJack and one where we will be devoting greater resources, enabling us to provide the superior level of customer care that one should expect in a recurring revenue business such as magicJack,” said Gerald Vento, CEO, magicJack. “Mary has worked on the client end of the telecom industry for over 30 years, giving her an exceptional depth of experience at all customer touch points, and her experience with magicJack positions her to take our support organization to the next level.”
magicJack, known for its ultra cheap VoIP phone service has long been criticized for providing inadequate, chat only customer service and a questionable terms of service. With the hiring of Kennon it appears that this is going to change. Whether it will go away from chat only customer service is unknown at this time but one things for certain. The new magicJack Vocaltec management is serious about customer service and building its brand. In a business that thrives on repeat customers, reoccurring revenues, and consumer loyalty one wonders why this hasn’t been their focus from the start. This, among many other changes, reaffirms new managements plans to get away from their As-Seen-On-TV image and instead build the brand through their “Do The Math” campaign and customer satisfaction.
Before being appointment to her new post Kennon was magicJack’s director of operations and compliance since the company was started in 2008. While at that position she was responsible for a wide range of tasks including human resource functions, web content, and collections. Before coming to magicJack Kennon worked at AT&T in the client invoices department, managing a large group of employees. While in the client invoices department her job included the ever important task of lowering costs without lowering the customer experience.
Whether this new hired and emphasis on customer experience actually raises customer loyalty and satisfaction is yet to be seen, but one things for certain. New management at the company is taking a far different approach than was taken by former CEO Dan Borislow. With an already astoundingly large customer based the future at magicJack looks bright and the sky is the limit for this VoIP industry leader.