We probably all have a fair share of customer service horror stories to share online or with friends. With customer service being such an integral part of how consumers view and perceive your brand, no one wants to see their company on the other end of a horror story. In fact, at this point, the customer’s experience is one of the major factors both consumers and business owners will rely on when shopping for a solution or service provider.

Customer Service is Key

I’ve said this time and time again: when it comes to VoIP and collaboration, helpful customer service is imperative. We hope a service will never go down; however, the world isn’t perfect, and even the biggest provider with the most robust network will experience hiccups. Even if service interruption is a rare and unexpected event, if a provider cannot offer support when help is most needed, then users will quickly switch solutions. Just having a customer service team who will do everything they can to help is enough to help ease minds.

We always hear about when customer service goes wrong, but what about when customer service goes right? Well, as the saying goes, “the squeaky wheel gets the grease.” The vast majority of customer service experiences we will read and hear about are negative because only the negative ones are broadcasted. However, what many fail to realize is that this is more often than not a vocal minority. The silent majority — those who had agents go above and beyond to solve the issue — their stories need to be heard. When a caller walked away satisfied and didn’t feel the need to complain and be heard — that’s when customer service goes right.

Everyone Deserves A Fair Chance

Negative customer service experiences can have a big impact on a business; meanwhile, the positive stories that highlight a great experience are left out of the mix. We felt that just wasn’t very fair. So, we wanted to reach out to hear some really positive customer service experiences. We thought this would be a great opportunity for providers to illustrate just how amazing their service is, as well as offer a template for any business to learn from. Take a look below for examples of top customer service from VoIP providers that went the extra mile.

1
Nextiva
Nextiva
Nextiva
A Tweet One Day Leads To Satisfaction The Next
2
ClarityTel
ClarityTel
ClarityTel
A Late Night Call To Restore Emergency Services
3
Broadview Networks
Broadview Networks
Broadview Networks
Broadview's Help Put A Smile on This Dentist's Face
4
OnSIP
OnSIP
OnSIP
Epic Service Saves The Day For Epic Marketing
5
Jive Communications
Jive Communications
Jive Communications
A Freak Ice Storm Knocks Out Service Overnight
6
VirtualPBX
VirtualPBX
VirtualPBX
A Custom Tailored System For a Unique Problem
A recently-signed customer had unique challenges with routing calls in multiple languages. They had previously deployed an on-premise IP PBX to handle call traffic for their over 400 employees, but this on-premise option failed to meet many of the organization’s complex routing requirements, and it lacked the highly specialized IT engineering staff to address them.

The company, therefore, relied on a third party service to manage their routing and call handling needs, but that relationship had grown stale. The specific challenges fell into larger categories of call routing, managing high concurrent call volume, bilingual greeting and extension options, creating a multi-tiered Auto Attendant, and the need to consistently forward calls without compromising connections or call quality.

Our Product Specialist began by quickly assessing the base technical requirements and determining what technological or network limitations, if any, would impact the successful delivery of the client’s ideal phone system. Following the presentation of several effective solution models to the customer, we were able to agree on the one that perfectly met their technical requirements and also fit well within their budget. We were then able to deliver a customized and fully-functioning test system with the defined configuration and we were each pleased to see all systems performed as seamlessly and satisfactorily as promised.