Enterprise Communications Reimagined // The Experience

February 24, 2022 // Product

How non-traditional carriers are changing the communications landscape for the Enterprise.

Customer Disservice

Service reliability, transparent pricing, and excellent customer service top our customers’ wish lists for what makes a great telecom carrier. The traditional carriers have, for decades, offered a version of customer service that often lacks urgency and technical knowledge. Unless the customer is a “premiere” client, bringing in hundreds of thousands of dollars a month, a request for support seemingly gets lost in ticket purgatory — where a call is bounced from an international call center to a service rep (who has no clue who you are) back to the call center where it’s hopefully escalated, and so on and so on.

Traditional carriers worked hard to create a dissatisfactory ecosystem that felt normal, as if there were no other way around what they were offering. It is similar to a story about a fish in water…

“There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, ‘Morning, boys, how's the water?’ And the two young fish swim on for a bit, and then eventually one of them looks over at the other and goes, ‘What the hell is water?’”

— David Foster Wallace, 2005 Graduation Speech at Kenyon College

Here’s the good news, life outside the traditional carrier fish bowl is nice — especially when it comes to how we do customer service.

Knowledgeable Customer Service Reps

Unlike traditional carriers, Voxology has made the deliberate choice to staff our customer service department with people who have software development and testing backgrounds. This one difference alone results in far quicker time-to-resolution for support requests. When customers contact Voxology, they are connected to someone who can actually help solve their problem rather than a Tier 1 person who is only there to record information and route the request to someone else.

Some of our people have come from traditional carriers, and with it they bring the horror stories of having to field calls at all hours of the day and night from angry customers who have been without service for hours or days on end. They would essentially need to call their manager and make a personal plea to see if the issue could be escalated and resolved any quicker.

You shouldn’t be required to have the inside track to your vendor’s management team in order to get a support request resolved.

Performance Should Matter

Voxology operates on a pay-for-what-you-use basis by default, giving you the power to only pay for what you use, and to drop us like a bad date if we don’t perform. You don’t need to sign a long term contract or even a short one for that matter. If we are a good match, we know you’ll stick around.

This, along with our deep dedication to our customer’s success, informs our approach to customer service. Because we know we are being judged on how we perform and how we best meet our customers’ needs, we take great care in ensuring our customer service reps are not only able to solve the run-of-the-mill issues, but can dig in with your people and deliver effective, real solutions that won’t send the customer into the great void. Is it too much to ask for customer service reps to be both knowledgeable and empathetic? We don’t think so.

Change Your Expectations

What used to take a long time, no longer should. It’s that simple. Our approach to customer service delivers world-class technical service with the flexibility that will meet your company’s demands.

Does your business require an SLA? No problem, we can provide that. Do you require 24/7 call center availability? We got you covered, just let us know.

Don’t Be Fish

When it comes to telecom, traditional carriers have not only built the proverbial fish tank, but they filled it with their own water and spent millions getting customers used to life inside the bowl.

Jump out. Life outside the bowl, in the river of choice, will forever change what you expect from your carrier.