What To Look For In A CPaaS // Support

August 20, 2021 // Product

In the early 2000s, Jimmy Fallon played a recurring character, Nick Burns, on Saturday Night Live. The skit was called “Your company’s computer guy”. The character was extremely rude and belittled his coworkers every time they needed help with their computers. It was hilarious, and, for a lot of companies, frighteningly accurate. We’ve come a long way since the early 2000s in regards to IT and customer service, but the sad truth is that calling your telecom provider for help can still feel the same way it did to call Nick Burns.

Wouldn’t it be great if you never had to think about support when it comes to your company’s incredibly important, and equally complex, telecom service? Unfortunately, that’s precisely the guiding ethos by which many telecom providers seem to staff their customer support department. The provider gives you the fancy tools to help you modernize or streamline your telecom infrastructure, but then sits back and hopes that you never have to ask for help. Because of that hands-off philosophy, traditional telecom carriers and major CPaaS providers are notorious for their poor customer service.

The layers of complexity that exist between the user, product, software integration, the platform (network, switches), and the PSTN morass can lead to your own support staff wanting to throw in the towel. The truth is, even if things go exceptionally well with your application, you are going to need support from your telecom provider.

When comparing different CPaaS and traditional telecom providers, here are a few questions to keep in mind regarding support:

  • What kind of support will you get?
  • Will you have to pay more for quality support?
  • Does the support team understand your application?
  • Do they care about and understand the specific issues you are facing?

Voxology Support Differentiators

At Voxology, we take great pride in providing comprehensive support to our customers. For our customers who have switched to us from another CPaaS provider, or come to us from a traditional telecom company, that commitment to truly helping our customers is a refreshing breath of fresh air.

What we do differently:

  • Knowledgeable Support Team // We fill our support team with people who have backgrounds in software development and coding so that they can troubleshoot and advise on the more technical aspects of your issues. Our support staff doesn’t merely follow a script of questions and answers, they actually understand how things work “under the hood”. Many of our customers have complained to us that their past vendors seemed to know less about communications than they do — that is just wrong.

  • Support Tailored To You // We craft a Customer Profile for each customer and dedicate time and resources to educate our support team on each client's specific use case and business goals. This gives our support team the tools they need to provide highly-tailored support to each of our customers.

  • We Celebrate Your Success // It’s simple: we want to see our clients succeed. We actually care. No matter how much we grow, this mentality will always be a guiding light for our support team. That customer-first ethic goes a step further. We don’t compete with our customers. We do what we do, and we do it well. Our job is to support you, not to try to steal your customers. It’s cliché but true, your success is our success.

Are you ready to change the way you think about telecom support?

Speak with a Voxologist