The Importance Of Customer Service When Choosing A VoIP Carrier

Customer Service can make or break your experience.

Great Customer Service – A Key Differentiator

Choosing the right telecommunications service for your business can be challenging. Voice over Internet Protocol (VoIP) service has developed into a solid option that many companies adopt when looking to enlist a scalable and efficient telecommunications system. When almost every VoIP vendor is offering a similar set of features at practically the same price, it can be difficult to choose the right VoIP provider for your business needs. One thing that can help determine if a provider is a good choice for your business is to look into how that provider cares for the needs of its customers.

Disadvantages of Large VoIP Providers

Longer hold times


Larger VoIP providers list many product features when advertising their VoIP services. When it comes to business VoIP providers however, it is incredibly important to know you can reach customer support whenever you need it and have a great customer experience. If your business phone service for your entire company goes down, it is crucial that the provider can be reached quickly. Larger providers may have a disadvantage in this. Oftentimes, larger providers have longer hold times for support calls and will likely place you on hold while they work to troubleshoot your issue. When your office operations rely on your telecommunications service to facilitate business, fast customer service and issue resolution is a must.

Lack of personal service


According to recent statistics, on average, customer service agents at larger companies overall only ask for a customer’s name 21% of the time. Larger VoIP providers often have a corporate feel to their client relations and it is not uncommon for customer service representatives to read directly from pre-created scripts. These front line employees are there primarily to handle the sheer volume of calls and may be less skilled and more likely to need a manager to resolve your issue.

Advantages Of Smaller VoIP Providers

Your time is valued


Research shows that nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. A key benefit of working with a smaller VoIP company is that your time is valued as a customer. With smaller VoIP companies, shorter hold times are often the norm due to well trained and efficient customer experience representatives. This allows for quicker ticket resolution and solutions that accommodate the time and needs of your business.

Personalized service


Unlike larger VoIP providers, one of the main advantages of a smaller VoIP provider is the personalized service that you recieve. Smaller providers are more likely to work with you to understand your business so as to provide a more tailored approach to servicing your needs. These providers tend to be more accommodating and mindful of your time and will often record your issue, work on it and call you back with a resolution in a timely manner instead of costing you hours of time on hold while they fix your issue. This personalized attention allows smaller companies to provide a better customer service experience centered around the needs of the customer.

Choosing the right VoIP service provider can be a challenge but a provider with great customer service can make all of the difference. SoundCurve has the perfect balance of highly competent and efficient customer service without compromising other things you might find with a smaller company.