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Wholesale VoIP Feature Article

VoIP Innovations Knows How to Keep Customer Service Fresh

February 07, 2013

By Allison Boccamazzo, Director of Brand Strategy

How many times have you read the same article about customer service with the same, regurgitated information? “Do this” or “don’t do that” and poof – you’ll have the perfect customer service and most satisfied customers. Obviously, this is not how things work.

As much as businesses wish, customer service is not something that can be bought; it takes hard work, concentration and full-time commitment to see results. It’s like losing weight – you can eat healthy for a few days a month and have random gym sessions, but that won’t strengthen you or convince you that you’re improving; you’ll either maintain or backslide. Similarly, if businesses show inconsistent efforts to keep customers happy, they won’t believe their efforts are sincere and the results will speak for themselves.

One company that proves it understands this concept is wholesale VoIP provider VoIP Innovations (News - Alert). So listen up, grab a pen and paper and get ready to take down some notes, because there’s no better way to understand how to keep the customer juices flowing then from an industry leader itself. Here are a few ways to keep customer service relationships fresh, as originally suggested by PepperCom’s Steve Cody and represented by a company that has been in the thick of it and rose triumphant in today’s testing and highly competitive industry.

  • Don’t just focus on acquiring new customers – make sure you’re developing for your existing customers too.

Make sure your customers know you’re constantly investing time into thinking of creative solutions to effectively resolve challenges they face. Additionally, make sure they know you’re seriously taking into consideration their input and suggestions for future solutions and additions. “These small steps can easily be overlooked, but they make a major impact on how customer service is perceived and contribute to an exceptional customer experience,” Cody advises. Also, don’t just assume the customer knows you’re keeping their best interests in mind. When was the last time your customers were mind-readers? Exactly. This is why it’s essential that you promote this motivation behind new developments when you can.

To see this kind of practice being put into action, consider VoIP Innovations, who last month revealed a new round of features for its signature Titanium III Back Office platform and was quick to credit its customers for their suggestions. “We listen very closely to the market needs and try to satisfy them,” explained President Jason Tapolci in a guest post last month, citing that its newly added features were all specifically requested by its existing customers.

Nick Medina, VP of product development at VoIP Innovations, added, “One thing that holds true is that customers are never short of ideas. We keep a list of requested features and make it a point to build the features that customers need to succeed.”

  • Take “Personal” to an Entirely New Level

Of course, we don’t mean get creepy, but raise the bar when it comes to personally and individually addressing your customers. “I take time to periodically ask myself the following question, ‘What can I do to make my customer look like a hero to his chief executive officer?’” writes Cody. “…sometimes I draw a blank. Other times, I come up with ‘Have you ever thought of doing such and such…’ questions that show the customer I’m really thinking about him and his career. Great customer service requires a proper understanding of the customer.”

Consider this one customer testimonial of VoIP Innovations from InterQOS’ Steven Jackson, who writes, “I don’t have much time for this kind of thing, so I hope you realize how sincere I am when I take the time to write a note in praise of a trade partner’s personnel.” He continues that he contacted one of VoIP Innovations’ employees with a problem, who “listened with real interest as I recounted the bizarre situation and stepped up on behalf of VI to get the problem solved.”

He adds:

I would guess she furthered our joint cause by documenting an improved means of handling these types of future port-ins which will bring less work to us all and a better end user impression. She presented herself in a very professional manner in the midst of an obviously frustrating situation making a very good impression on behalf of all VI…[She] presented herself in this situation as a true stake holder who understood the broader scope of our issue. She protected our joint interests at the business objective level rather than the ‘how do I have the easiest job’ level of a simple employee and that is worthy of our admiration.

If you need an example of exactly how it’s done, this is it.

“Every action, word and behavior in customer service demonstrate the value…the organization places on the customer,” Cody concludes.

Now you’re dismissed to go put these golden standards into practice!

To learn more about VoIP Innovations and its offerings, visit

Edited by Rachel Ramsey

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