Business VoIP Featured Article

Myth Busters: Customer Service Issues to Remain Mindful of with Business VoIP

April 29, 2013

By Jamie Epstein, Business VoIP Web Editor

As customers continue to expect more from their business VoIP provider as the hands on the clock tick along, it is important to understand the sheer vitality of providing a stellar customer experience each and every time. Without keeping your client base fully satisfied, it is likely they will turn to a competitor and never return.

While many have had the notion of “the customer is always right” engrained into their brains since the early days of opening their company, in actuality, this couldn’t be any further from the truth. In fact, if the above statement was factual, many small- to medium-sized businesses (SMBs) would have been forced to close their doors once and for all. Don’t get me wrong though, it is key to ensure that you are listening to various consumer demands, since your compassion will go a long way towards helping them feel that you really do not only comprehend but also care about their problem.

Next, a high level of customer service is sometimes looked upon as a “no brainer.” The belief is that if you hire the ideal candidate to become part of your workforce, they will be able to assist customers in a timely, efficient and friendly manner. However, this is not always the case, and according to a recent Nextiva blog post, “Since customer service means different things to different employees, each company needs to carefully train their staff to a standard that will satisfy their customers.”

When thinking about providing an unparalleled level of customer service, another myth that typically arises is that just by having a robust product set, you will be able to provide the assistance demanded by a geographically separated base of consumers. And yes, you guessed it, this is simply not true. Just because your portfolio boasts the latest and greatest in terms of capabilities, if your employees don’t know how to rapidly fix problems and answer questions then customers can not leverage these intuitive functions. Thus, ongoing training is necessary to provide employees with the knowledge needed to closely work with clients and overcome obstacles in the shortest period of time possible.

Additionally, for companies big and small, unhappy customers are viewed sometimes as just part of the process. However it is important to take the steps needed to reduce this number of individuals on a continuous basis, because with platforms such as social media, the consumers will not only go with a competitor but also won’t keep their mouths shut when talking about their less than acceptable experience with your enterprise.

Last but not least, a huge myth many firms may be persuaded to believe is that with a cost-effective price tag attached, nobody really cares about their level of service. This ideology couldn’t be more false. If a prospect is looking to team with a business VoIP provider for example, even the biggest cost cut simply won’t make a bit of difference if they need help with something and are left to their devices.

To truly provide a high level of customer service, you must first be aware of the things not to do in order to grow your footprint. Ultimately, though, what it comes down to is that customers will pay more when they can rest assured that any issues will be taken care of immediately.

Edited by Blaise McNamee


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