When selecting a VoIP provider, the availability of efficient and friendly customer service is an important consideration. In this article we will test the customer support of Mitel, a popular virtual phone system provider that facilitates interactions between more than 70 million people each day.
Below is our definitive guide on reaching Mitel support as quickly as possible. In this article, you’ll learn about what their customer service team has to offer, how the community can help, and the fastest ways that you can get in touch with them.
Mitel’s Phone Support
The Mitel support number is available 24/7/365 and is consistent regardless of your location: 800-722-1301. If you’re using one of the many Mitel Connect applications and run into a problem then you’ll want to call a different hotline though.
There are three numbers that you can use to get in contact with the Mitel Connect team if you’re in North America:
If you want to get in touch with the Mitel Connect team from outside North America then you can call their UK (+44 8081 349920) or Australian (+61 800 258 533) hotlines.
Phone support, while still quite slow, is generally more reliable than the other channels that you might use to get in touch with the department.
Mitel Knowledge Base
Mitel provides a self service knowledge base called OneView that is surprisingly thorough but users must start with the keyword search button (it is not possible to browse articles). After a keyword search query, users can filter articles by type (technical documentation, information, FAQ, etc.) or product (MiCloud, ShoreTel, etc.).
Article topics include:
- SMS/MMS texting
- Call routing
- Call recording
Mitel has been praised for its diverse expansion, incorporating itself into multiple channels. A good example is the official YouTube channel that has nearly a thousand videos, most of which are tutorials.
Mitel users can also browse documents on specific Mitel products and the latest software updates on Mitel’s technical support page.
Mitel Customer Support Community
MiCloud Connect is a community of Mitel users, employees, and partners. There are quite a few benefits to joining. First, you’ll be able to speak with technical specialists very easily.
This can come in handy if you run into a problem with a Mitel service and need to get it resolved as soon as possible. While the Mitel community operates independently of the company itself, it’s a great resource for fixing bugs.
Furthermore, the group even offers web-based training that can turn you into a specialist. Familiarizing yourself with the intricacies of Mitel software will help you resolve issues on your own rather than relying on the customer support department of the company.
You’ll also get access to the product documentation of various Mitel solutions which can make it far easier to diagnose a problem. Lastly, members of the Mitel community also get to give input that influences the development of future Mitel products and features.
Mitel Support via Social Media
It’s worth noting that, in addition to the Mitel support phone number, you can also get in touch with Mitel's customer support department through social media. Any concerns that you send to their Facebook page will instantly be forwarded to their system.
The autoresponder will then tell you that you’ll receive a response from an agent within 24 hours. While this isn’t the fastest way to get in contact with the customer service team, it’s always nice to see companies with broad coverage that goes beyond emailing or calling the Mitel support number.
You can also send the Mitel team a direct message through their official Twitter account. Both channels seem rather active with multiple posts being released daily on Facebook as well as Twitter.
Mitel Support Shortcomings
There are some downsides to Mitel customer support reported by users including:
- Slow Phone Support: Some customers have expressed concern over the fact that Mitel phone support is often congested and there are longer wait times to speak to a representative than competitors.
- Unreliable Live Chat: Mitel live chat support is difficult to find and not always available.
- Mandatory Follow-Ups: When you submit a ticket, you’ll often find that following up 48 hours after the initial submission is a mandatory part of the process. If you fail to do so, you won’t get a response.
Mitel Customer Support Overall
The cheapest plan on Mitel is the “Essentials” plan which costs $20.99/month for each user that you add. Mitel offers a reasonable amount of online resources that can help you resolve problems on your own. If you don’t mind the DIY doctrine then Mitel is a viable option.
The combination of video tutorials and the community makes it easier for Mitel users to solve problems on their own. This takes some load off the visibly overwhelmed representatives.