EXHIBIT 99.3
For immediate release:
Joe Karp
Wynd Communications
TTY: 800-549-2800
Voice: 805-597-8114
Fax: 805-596-2914
jkarp@wynd.com
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WYND LAUNCHES FIRST PHASE OF ITS EXTENSIVE CUSTOMER SERVICE IMPROVEMENT PLAN
Relationship with CSD to Enable Expanded Support Hours,
Quicker and More Efficient Issue Resolution, Superior Customer Service
SAN LUIS OBISPO, CA - December 19, 2003--Today, Wynd Communications (a
GoAmerica, Inc. company; NASDAQ: GOAM) announced the first phase of its service
improvement program designed to dramatically improve the customer experience. In
addition to new billing and customer relationship management tools, Wynd
launched an outsourcing relationship with Communication Services for the Deaf,
Inc. (CSD) to enable high-caliber 24 X 7 support.
"We've taken customer feedback to heart," said Dan Luis, chief executive officer
for GoAmerica, Wynd's parent company. "We've challenged ourselves to deliver a
support experience that is on par with the quality of our wireless services.
From ordering and billing to technical support, nearly all aspects of the
customer experience will be significantly enhanced in the coming months. We are
excited to team with CSD to offer the high-quality support our customers
deserve."
Wynd has developed a phased approach to improving the customer experience.
During the first phase of this initiative, Wynd activated support tools such as
new billing and customer relationship management software, and began outsourcing
customer service functions to CSD. CSD is taking customer calls 24 hours a day,
7 days a week, and gathering relevant information for quicker resolution by Wynd
support experts. During the second phase, expected to launch later this month,
Wynd will provide CSD with access to Wynd's internal systems, allowing CSD
service specialists to view customer information, create trouble tickets and
resolve issues for the majority of customer service inquiries.
"Advanced technology is making communication more accessible in today's world,
and wireless services and devices are quickly becoming a lifeline for the
Deaf community," said Benjamin Soukup, president and CEO of CSD. "Wynd's efforts
to enhance and improve these services underscore their renewed commitment to the
customer. We share this commitment and are thrilled to play such an important
role in their new customer service initiative."
Phase One of Wynd's customer service improvement initiative specifically
addresses those areas of Wynd's business that will have the greatest impact on
the customer experience, including the availability of its support team, its
internal processes, and its internal and external support tools. Highlights of
today's announced initiatives include:
o Expanded Support Call Hours Make Support More Accessible:
Wynd's relationship with CSD has enabled Wynd to make its
support more accessible and available for longer periods of
time.
o Process Improvement Expedites Issue Resolution: Wynd has
completely restructured the internal processes it uses to
resolve customer issues, simplifying how its representatives
provide customers support. This means that customers will see
issues resolved faster than before.
o New Internal and External Tools Make Most Issues Addressable
in a Single Call: New customer support tools will enable Wynd
to build a consistent, positive experience by putting customer
history, device information, and more, at the support
representatives' fingertips. Additionally, customers will be
empowered to view billing information online via Wynd's web
site.
"At its foundation, our service initiative is designed to ensure that Wynd
customers get their issues resolved quickly and efficiently, and that they
experience outstanding support," said Frank Endres, Wynd's director of
operations, and primary architect of the service improvement plan. "By
integrating the call handling expertise of CSD with new tools and processes, we
expect to deliver superior customer support."
About CSD
At CSD, our goal is to ensure a productive life for all individuals who are deaf
and hard of hearing. Through quality programs designed to increase self-esteem,
communication skills, social skills, independence, well-being, productivity and
self-sufficiency, CSD is able to increase opportunities conducive to a positive
and fully integrated life.
About Wynd Communications
Wynd Communications Corporation, a wholly owned subsidiary of GoAmerica, Inc.
(NASDAQ: GOAM), is the nation's leading provider of wireless telecommunications
services for people with hearing loss. Wynd is a winner of the California
Governor's Award for Excellence in Universal Design and Technology and has been
recognized by both the Clinton and Bush Administrations for its commitment to
Americans with disabilities. For more information about Wynd Communications and
WyndTell service, visit the Wynd Web site at http://www.wynd.com, or contact
Wynd directly at TTY 800-549-2800, voice 805-781-6000 or e-mail: info@wynd.com.
# # #
Portions of this news release that are not statements of historical fact may
include forward-looking statements within the meaning of Section 27A of the
Securities Act of 1933, as amended, and Section 21E of the Securities Exchange
Act of 1934, as amended, all of which are made pursuant to, and intending to
qualify for, the safe harbor provisions of the Private Securities Litigation
Reform Act of 1995. Current and prospective investors are cautioned (i) that
such forward-looking statements involve risks and uncertainties, which may
affect GoAmerica's business, prospects and results of operations, and (ii) not
to place undue reliance on any such forward-looking statements. Further,
GoAmerica and Wynd expressly disclaim any obligation to revise or update any of
the forward-looking statements contained herein or any oral or written
forward-looking statements that may be made by or on behalf of GoAmerica or Wynd
to reflect future events or developments after the date hereof. GoAmerica's
business is subject to a number of significant risks, which are set forth in
GoAmerica's filings with the Securities and Exchange Commission, which are
available online at www.sec.gov and via the Investor Relations section of
GoAmerica's website www.goamerica.com.
"GoAmerica" is a trademark of GoAmerica, Inc. "Wynd" and "WyndTell" are
registered trademarks of Wynd Communications Corporation. Other names are
trademarks of their respective owners. (C) 2003 Wynd Communications Corp.