Story ID: 
Gogo: Unrivalled customer support
By: Martha Jercinovich
Caption: Gogo customer support is ever-present, wherever our customers are flying around the globe. 
Word Count: 937
Aviation satellite connectivity is a complex blend of advanced technology, space innovation, and the laws of physics.  Making any connection requires signals to be transmitted between satellites that could be orbiting tens of thousands of miles above the Earth, to connect with small antennas fixed to aircraft moving at up to 500 mph at tens of thousands of feet above the Earth. The signals must then link to fixed ground stations, which transmit the signal back again, all in tenths of seconds. The complexities of satellite connectivity are apparent, and that’s without factoring in the requirements for secure data transfer to and from the internet, connections with cabin routers, in-cabin Wi-Fi distribution, and the latest iPhone update. It is unsurprising that no matter how well these systems are engineered, coverage interruptions can happen.
And that’s why Gogo customer support is ever-present, wherever our customers are flying around the globe. We know that all customers want is for their phone to connect as expected, their video conference to work, and the screening of the championship to be seamless. That is why customer support is central to Gogo’s offer, as we recognize that no system, however well engineered, is 100% reliable.
First and foremost, Gogo has an expert team of human engineers, trained to provide instant support should a customer call in with any question. Our goal is to respond within three rings; we want to reduce stress and resolve problems as soon as possible. Our global team is available 24/7/365, and is rarely more than 12 hours from a customer’s aircraft should hands-on advice be needed. In addition, the award-winning customer support has the full might of Gogo’s service network behind it, including two NOCs, multi-lingual experts, and the latest technology.
That service provision employs a combination of human expertise with advanced machine reading to monitor data behavior. Our motto is “we know before you know,” and we recognize everything from dropped connections to faulty avionics and cyber events, frequently enabling Gogo to anticipate and resolve issues, often before they happen. If connectivity is interrupted, we’ll call the customer with news of a problem and work through a solution to minimize its impact. This is invaluable for customers who rely on connectivity to keep them productive, entertained, or in touch with family and friends.
We can do this efficiently because our support also focuses on training. Gogo delivers the industry’s only AeroIT-certified program for aviation IT professionals. Constantly updated to keep pace with new technologies and the latest cybersecurity, its courses ensure that flight departments, crew, and other aviation professionals are just as well-equipped to deal with coverage interruptions as they are for identifying a cyberattack.
Recognizing that flight attendants are the most likely first port of call when the connectivity is not functioning as expected, Gogo developed the Crewmember Network and Connectivity Training certificate program, aeroCNCT, to familiarize students with multifaceted connectivity concepts. The certified course includes modules on cabin network management, network applications and tools, and flight operation preparation, giving flight professionals the skills to troubleshoot inflight connectivity issues either individually or alongside our experts, during flight.
When there is an outage, the root cause is often something as simple as a customer misunderstanding how a device functions, a lack of knowledge about a specific system, or an unexpected partner event. Gogo’s courses ensure crews have the language, technical knowledge, and confidence required to achieve the fastest, most robust resolution and, if needs be, to communicate even more effectively with the support team.
Training is delivered in the classroom at one of Gogo’s global facilities, the customer location, or through FlightSafety International, and can include sessions in the customer’s hangar or on wing. A combination of classroom and hands-on instruction is also the basis of Gogo’s Master Technician and Installer Course, which shares all the information and best practices required for Gogo equipment installation with MROs, OEMs, and users.
Installation, in-service support, cybersecurity, and training are all critical aspects of Gogo’s customer support provision, but there is another, easily overlooked factor. Just like smartphones and other devices, Gogo’s hardware and software-driven products, including Gogo Vision inflight entertainment, require occasional software updates.  Wi-Fi-equipped hangars increasingly allow over-the-air updating, precisely like a cellphone, without using up vital in-air data.
Indeed, every Gogo Vision 360 subscription includes a Gogo Cloudport device, capable of generating a hangar hotspot for access to the Gogo Cloud network. This enables automatic Gogo Vision updates, remote AVANCE LRU configuration via the Gogo operations app, and other software updates.
For the ultimate in support and customer service, Gogo includes its Premium 1:1 Service package for all Signature and Ultimate customers. It provides hands-on support from the point of first customer contact, when Gogo representatives help define the customer’s connectivity requirement and advise on the best network, product, and service solutions. On-site support is then available during installation, followed by on-aircraft troubleshooting through entry into service; a Gogo technician is also on hand to optimize system set-up in flight. Finally, Premium 1:1 Service also includes access to the Aviation IT training courses.
Most significantly for its customers, Gogo provides a single point of contact for every customer regardless of network, selected services, or hardware configuration. The support team is multi-lingual, familiar with all available systems, and nurtures customer relationships that inspire trust and confidence. Gogo remains committed to delivering always-on connectivity without restriction, and customer support is a key component in that mission.