Welcome Italia, Pisa Customer Care

Customer Service

Call 145 – we pick up within three rings.

Working alongside you means listening carefully to your requests and taking care of your needs, without wasting your time with recorded messages.

Our Customer Service team operates exclusively with direct employees and it guarantees the quickest response times on the market: just three rings of the phone to speak directly to an operator, with no automatic responders.

96.0%

answered within 3 rings

the percentage of calls that we answered within 3 rings over the last 12 months

Average response times

Our Customer Service is divided into four business processes: Inbound, Outbound, Provisioning, and Assurance. Each process involves teams of highly trained people to guarantee the best possible service quality. Our staff specialize in promptly resolving any technical, commercial, or administrative issue.

Inbound

  • answers your calls within three rings
  • in the event of a fault, opens a ticket and forwards it to the NOC
  • thanks you for your cooperation when receiving a complaint

Outbound

  • informs you about news regarding technical and commercial improvements to our Offer
  • monitors your access lines and notifies you immediately in the event of a fault
  • alerts you if long calls are made

Provisioning

  • handles your orders in line with the agreed time frames
  • updates you on the progress of the order
  • takes care of the installation of the equipment at your premises

Assurance

  • handles the resolution of technical network problems directly and at your company’s premises
  • provides technical support via phone to your networking and telecommunication consultants
Notes
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  • in the event that all our Customer Service operators are busy with other conversations at the same time, your number will be saved and you will receive a call back within a few minutes
  • Welcome Italia’s Customer Service is available on the toll-free number 145 every day from 8.00am to 10.00pm, including holidays
  • calls to the number 145 are free from cell phones, regardless of the operator
  • from abroad, Customer Service can be reached at +39 3783 145 145: with Vianova Mobile, calls are free from the EU, while the costs set out in the international rate lists apply for calls from outside the EU
  • the Customer Service team operates exclusively from Italy, from the offices in Massarosa (LU) and Pisa
  • all Welcome Italia’s employees are hired on permanent employment contracts