The power of social media was on display last week when TelePacific Communications suffered an external network attack that left most of its SmartVoice” customers without the ability to make and receive calls.
TelePacific spokeswoman Rebecca Rosen credited TelePacifics agents for responding to customers on the companys Facebook and Twitter pages while also keeping their customers apprised of the situation via email.
Since the outage they [agents] have been instrumental in minimizing customer concerns by proactively addressing our mutual customers,” Rosen said.
Those individuals who have addressed customer issues have included agent managers and directors as well as TelePacifics CEO Dick Jalkut and the companys channel chief, Ken Bisnoff, Rosen said.
We proactively reached out to all of our top agents along with many subs to address concerns head on and again have been truly thankful for their positive responses to TelePacific on the heels of the attack,” she said.
In a letter sent to SmartVoice customers, Jalkut said the unprecedented attack” on the network occurred March 24 and March 25.
The company has engaged the FBI’s cyber attack division to attempt to identify the source of the attack, he said.
TelePacific had no further comment on the investigation, and an FBI spokesperson did not return a call seeking comment.