s a hosted VoIP provider, a business will put in a significant amount of work trying to gain new customers. Many avenues will usually be explored to deliver fresh leads in the hope they will eventually convert into customers. But with many reports of customers feeling dissatisfied with their provider, what pitfalls should a business look out for when trying to sell VoIP?
Getting the customer netherlands telegram on board is the first step, however, the process can take so much time that providers forget how much effort they put in at the beginning, leading to both new and existing customers being overlooked.
One of the main reasons for complaint is poor customer service. A good support centre is crucial, given that the majority of customers will be unable to troubleshoot problems with their service themselves.
Some of the more common complaints around customer service are to do with communication, mainly because many support centres are located off-shore. Here at IDT we pride ourselves on our customer service, take a look at our review here
Another objection is being put on hold for long periods. This barrier to good customer support is often further amplified when the support team are unable to resolve the issue due to inadequate knowledge. This can also lead to problems taking too long to sort out. Similarly, email or ticket systems that respond slowly can leave customers frustrated and unhappy. At worst, the customer may get no response at all.
Technology is often grounds for criticism too, particularly if Internet connections are not good enough or there is not enough bandwidth to support VoIP. Of course, this is by no means down to the provider but as it impacts on voice quality, the complaint will invariably be directed toward the provider.
Not offering flexibility could also result in the loss of customers if the provider is not able to add phones to their system when the business grows.
A drop in the standard of service will impact on the customer and this may well manifest as loss of value or worth, resulting in them looking elsewhere for a provider. Common complaints around service can be anything from lack of customer support calls, to quality issues around hardware, such as phones or adaptors. For example, a failure to use kit from reputable manufacturers could cause problems if, say, a lesser quality phone breaks and is unable to be replaced.
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