Below is our recent interview with Alex Kotler, SVP of Business Development at Pond Mobile:
Q: Could you provide our readers with a brief introduction to Pond Mobile?
A: Pond Mobile was founded in 2011. The company was formed to fill a void for the frequent traveler that was forced to carry multiple sim cards and pay high roaming costs. All of our plans and services are designed for the true Jet Setters. Starting with the ability to have up to 10 local international numbers on one SIM to 24/7 customer support that operates in 7 different languages that will ship replacement equipment worldwide in most cases within 24 hrs. We provide a truly white glove experience. For many years we have been operational throughout Europe and the Middle East. Given that a large amount of our customer base travels to the US it only made sense to start operations in the United States.
Q: What exactly is “excessive roaming”?
A: Excessive Roaming slightly differs from one wireless carrier to another but in general it is a clause in your wireless agreement that states if you spend more the about 50% of your time roaming, your service with that provider may be terminated. Regardless if you are paying per day or are paying some sort of a fee.
Q: You’ve partnered with FightCyber to ensure that all calls and messages are safe; could you tell us something more?
A: We DO NOT sell your location data or any of our customer information. We do not provide an online portal to minimize exposure to data breaches. We also have a triple manual authentication port out process to minimize number theft also known as ‘SIM Swap Scams”. For the customers that want a little bit extra FightCyber comes in and installs a special app on your phone as well as conduct a full cyber audit of all your equipment that is connected to the internet.
Q: What makes you stand out from your competition?
A: We always put the needs of the customer first. Our call center operates 24/7 and our wait times are always 1 minute or less. You will never be transferred from one department to another. Our customer support staff is tier 3 certified and is empowered to fully assist the customer in every way. Whether its to troubleshoot your phone or ship a replacement around the global one person is there for you until your concerns are addressed. We also offer services like Smart Caller ID and Local International Numbers. None of these services are available from any other operators.
Q: What do you mean your plans are customizable?
A: Each business is different as well as their needs. Some companies have 10 employees that travel 6 months out of the year while the other 50 stay local and others have can have more or less. To address this need all accounts with 10 lines or more are presented with a custom rate plan option that address the specific needs of their business.
This way you are not paying for service that you don’t need. At Pond Mobile we also take it one step further. Each business account is reviewed once per month for the first 90 days. This way we can monitor customers usage and adjust before the end of the cycle, ensuring our customers are on the correct plan and have the necessary features.
An account Manager will notify the customer VIA their preferred notification method. This also works in the reverse. If we notice a pattern of you using less then what in your plan we proactively offer you to downgrade.
Q: What are your plans for the future?
A: We are looking to grow our US customer base as well as expand our product lineup. All of the features that we have like Smart Caller ID, Local International Numbers Etc. are a direct result of our customers asking for it. This in mind we want to continue down that path so if there is a service or a feature that you would like to have please let us know. We are always exited to hear from our customers.