Support Quality is Essential for Choosing a VoIP Provider

Posted on: 2017-05-02 | Categories:VoIP Services

If you’re looking to venture into the world of enterprise VoIP, there is no dearth of choices and options. In some situations, it’s difficult for a business to decide on a new technology because there isn’t much information available. With VoIP it would be more accurate to say there is too much! You can very easily find thousands of articles on every imaginable topic from how to set up hosted VoIP to buying the best phones.

One of the biggest decisions you’ll make with regard to hosted VoIP for your business is the choice of vendor. It’s easy to go wrong with this step as there are many variables to consider. Do you know what your business needs from a VoIP service? Can you afford to purchase the top tier plans or should you compromise? Can you really believe all the advertising and sales pitches? Do you know enough about VoIP technology to choose the right provider?

These are all valid questions and you should know the answers before kickstarting the purchase process. It won’t take you a long time to compile a list of good vendors and compare prices, features and other aspects. However many companies forget about an essential component about hosted VoIP when coming to a decision. After sales support is very important when considering any VoIP vendor for your business.

Why is Support Quality So Important?

The emphasis on support can come as a surprise for most people. After all, you didn’t worry about support when selecting your current phone carrier! Budgets, prices, features and resources were more important. But the reality is that quality support really matters for hosted VoIP.

In spite of the fact that VoIP has been around for decades at this point, it’s still brand new to the vast majority of enterprises. You’re effectively handing over all control of your internal phone system to another company and trusting them to do a good job. When something goes wrong, you can’t just yell at your staff to fix the problem. You are at the mercy of the vendor. Imagine the havoc if your vendor is unresponsive or unable to fix issues during the workweek!

If your phones stop working, you will have to contact your vendor. Can you call, email, text or chat with support on their website? You need to have multiple ways to call support. You never know when one or more of those channels stop working in the middle of the day. Similarly, the knowledge of technical support staff plays a huge role. Are they able to help you when you call them or do you always have to wait for a supervisor?

How Can You Evaluate Support Quality?

Unfortunately, it can be difficult to evaluate a vendor on customer support. It’s certainly not as simple as looking up the prices and plans on their website. Practically every business out there has reviews from customers or media outlets displayed on their website. The question is how much can you trust those reviewers? There have been enough scandals about paid or fake reviews for organizations to be wary of such claims.

One way is to talk to their current customers. Most established vendors will have tens of thousands of clients. It won’t be hard to ask around and see if businesses you know use the particular service you’re considering. Ask them about their experience with support when they had a problem. How quickly did they fix the problem? Did they respond immediately when you contacted them?

You can also read reviews from third party sites like Trustpilot. These websites are not media outlets or blogs. They provide a way for customers to review companies they have dealt with. You might see ratings for vendors which are aggregated from thousands of reviews from actual customers. So if a company has 500 reviews and most of them give only 1 or 2 stars, you might want to steer clear of them in the future.

You can also read the actual reviews, not just the ratings someone has given. For instance, Trustpilot gives VoIpstudio 9.1 stars out of 10 over hundreds of reviews. But that doesn’t quite tell you the whole story. Once you start reading the reviews, you’ll know what exactly made the reviews give that score. VoIPstudio customers rave about our excellent customer support. Our staff will work with you to solve any issues, even if it’s not our equipment that’s the cause. Our only concern is to get your phones working as soon as possible!

Now that you the importance of support and what to look for, you can confidently start shortlisting providers. Just remember price, features and support all play important roles in your VoIP experience! With hundreds of choices available out there, you will find a vendor and service that’s just right for your company.