There are many important elements to consider when looking at communications solutions for your business. And while the variables and features are practically endless, there’s one critical attribute that you don’t want to skimp on. Customer service.
With so many telephone companies available, it can be hard to choose the one that will be best suited for your business needs.
After all, the vast majority of telephone companies supply a wide range of features in order to seem appealing to potential customers.
But there’s one side of choosing a telecommunication company that is always overlooked, at least, when things are going right.
When things go wrong, oh boy, is this minor detail made glaringly obvious and bound to fuel a little buyer’s remorse.
That’s right, it’s the ongoing support your communications partner gives you, and it can really make or break your entire experience, and have a negative impact on your business operations.
In Australia, and perhaps worldwide, Telcos are notorious for poor service.
At C2 Communications, we work hard to go against the grain in our industry, and we know our clients are far better off for it.
So, why is customer service so important when it comes to your communications provider? And why is it that some providers just can’t seem to get it right?
Bad service echoes
It doesn’t matter how many features a company offers if every time you try to contact them with a query, their lack of communication gives you a headache.
Good customer service ensures that you’ll always have access to the support you need, whenever you need it.
No matter how great the features of your phone system may be, if you run into technical issues or other problems, you’ll want to know that there are knowledgeable and responsive professionals standing by to assist you.
Ask anyone who has had to set up, upgrade, or manage their business communication system, and you’ll likely find they talk about the ongoing service more than the features.
The most common reason for changing telco providers tends to be from a non-existent or simply awful customer service experience, rather than a lack of features or the set up itself.
This often includes ongoing issues that aren’t resolved in a reasonable timeframe, or working with providers who lack empathy and do not care about your business.
And often, it’s not only the staff who face the impact of poor service quality when it comes to your communications partner. The run on effect can impact upon the experience your customer or end user has with your business, no matter your industry.
The level of service you receive will impact every area of your business
Maybe you’re just beginning to look into communications solutions, or maybe you’re a tech wizard and know your VoIP from your SIP (if you don’t then be sure to check out our article, the Ultimate Guide to VoIP).
Either way, the level of service you receive is going to make a real difference to the value your company gets out of their system, and how it’s interacted with.
For those that require only a very simple set up, or have a high proficiency with all things technical, a lack of focus and understanding is still going to be restrictive, at the minimum.
And for those less fortunate, who have more complicated requirements or simply need a little guidance from time to time, well it can become outright debilitating.
The systems and resources that support your business need to do just that, be supportive, rather than inhibiting.
A provider who has a focus on the ongoing service delivery, beyond the beloved sale, is going to take you so much further than a provider that treats you like just another number.
And yes, the highest level of service generally won’t be a given with the cheapest companies on the market, but any business worth their salt knows that cheaper, rarely means better, and the ongoing costs of choosing a cheap provider could be far greater than any initial saving.
Finding the right communications partner
Choosing a Telecom provider can be a daunting task, and we’re not trying to make it seem any more overwhelming than it already is.
However, we come into contact with so many businesses who have had rotten experiences with their communications partner, and we’d love to help others avoid the same fate if we can!
The service experience should start from the moment you make first contact, and continue throughout your partnership.
Here are some things to look out for that might indicate a high level of service.
Customer Reviews
It can be tricky to figure out what is a genuine review online and what is a paid article, so be wary of your “Top 10” lists and reviews from aggregator websites.
Google reviews can be a good place to start, especially paying attention to those who have left feedback and what benefitted them.
Case studies are also a great tool for you to get an idea of the kinds of businesses a provider has worked with, the problems they faced, and the kinds of solutions applied in each case. We’re very proud of our own case studies and would love for you to take a look.
On top of that, you can visit our testimonials page and you’ll see how we have made the experiences of many businesses much easier through our high-quality customer service.
Expertise
As a locally owned and operated business, we understand the challenges Australian businesses face.
With over 20 years in mobility and traditional PBX, our experience and knowledge are unparalleled.
We are Australia’s longest standing 3CX Titanium partner, and the longest supported Australian 3CX SIP provider. All of our account managers and support staff have Advanced 3CX Certification, so you get a first class product, with expert understanding and ongoing support.
Support
Speaking of support, ask your potential provider about their approach to customer service and support. How fast are their response times?
Is every enquiry going to feel like you’re running the gauntlet, with impersonal call centres and handballing between sales teams and technicians?
We are always aiming to exceed our customer’s expectations, with rapid response times, same day problem resolution, and a top notch service experience.
Real People
When you work with the C2 Communications team, you’re working with real people. People who you come to know and count on.
Read this article if you want to find out a little more about Choosing the Right Telco for You, particularly if you’re weighing up going between a boutique provider and a Telecom giant.
Ready to reap the benefits of 5-Star Service?
We have been building customer relationships for over 20 years and we pride ourselves on communicating authentically, honestly and respectfully.
So if you’re interested in a telephone company that views service as high a priority as our product, contact us today.
