10 Stories of Stellar Customer Service

In the world of Voice over Internet Protocol (VoIP), stellar customer service stories do happen and it is exciting and rewarding to remember them. In this article, we will briefly share ten true stories of great VoIP customer service that really happened. You may be really impressed with these companies and the great teams that work there–some companies in particular are frequently recognized for their great customer service and excellent value that they provide. Read on to discover a few great stories of strong customer service. These companies are making a difference every day and showing how much they care about their customers.

Article Contents:

1. Nextiva Helps a Competitor’s Customer

2. ClarityTel Restores Emergency Service

3. OnSIP Makes the Extra Call

4. Jive Restores Service in an Ice Storm

5. Nextiva Helps a Children’s Museum

6. Broadview Helps a Dental Clinic

7. VirtualPBX Creates a Customized Solution

8. Nextiva Helps a Pet Relocation Business to Thrive

9. Jive Helps a Social Media Marketing Company

10. Nextiva Helps a Nursing College

By the end of the article, you will understand what makes these great VoIP providers with excellent stories to share. Consider these if you are shopping for a VoIP service.

1. Nextiva Helps a Competitor’s Customer

Nextiva’s known for having absolutely incredible customer service, so a customer of one of their competitor’s decided to tweet them about a problem. Having no responses from their VoIP vendor’s service team, this person was struggling to get their phones and VoIP system to work. A Nextiva technical support team member saw the tweet and sprang into action by contacting the customer to see if there was some way Nextiva could help. Nextiva helped them get their phones working again, all without the customer even having a contract with Nextiva. Since then, this customer began recommending Nextiva enthusiastically to everyone who would listen.

2. ClarityTel Restores Emergency Service

When a medical facility lost service on their private branch exchange (PBX) system in January 2017, it meant that 911 service and weekend phone lines would be done entirely. Their PBX company sought to get this problem solved by looking for a VoIP vendor that would help. The facility’s existing vendor’s access failed and the facility did not hear back from them with a solution. The PBX company reached out to ClarityTel, but by then it was late Friday night after most offices would be closed. Amazingly, although the department at ClarityTel that normally would handle the request was closed for the night, ClarityTel acted quickly to restore the facility’s service. Within an hour, ClarityTel had the medical facility back up and running again. The facility then decided to keep ClarityTel’s service as a back-up in case something similar would happen in the future.

3. OnSIP Makes the Extra Call

When a marketing consultancy made the switch to OnSIP’s VoIP service, they ported their phone numbers over successfully from their previous VoIP vendor. For a while, everything seemed to be working correctly and normally with the new system, and the marketing group was happy. It became apparent after a while, though, that some customers calling in were having trouble making contact with the marketing consultants. The calls were failing to connect and were getting lost.

The marketing company contacted OnSIP, who then determined the source of the problem. The previous vendor still had these old numbers in their system and had not made the requested changes. Until the old vendor would decide to fix the problem, the marketing company would struggle to connect with their clients. OnSIP decided to contact the vendor themselves on behalf of the marketing company, to fix the problem once and for all. OnSIP’s technical support team corrected the issue and helped to get the telephone system at that marketing business working properly again.

4. Jive Restores Service in an Ice Storm

A bad ice storm knocked out phone service entirely at one business. They then immediately reached out to Jive, their VoIP vendor, for help. They wanted to get their phones operational again, but the damage happened overnight and they were concerned it would take forever to get the system fixed or implement a new system entirely.

Jive worked with them to come up with an emergency plan to restore phone service. Then, they shipped replacement phones and equipment overnight and brought in an engineer to help set everything up again. Phones were back online quickly and business as usual was able to continue again.

5. Nextiva Helps a Children’s Museum

At one children’s museum in Arizona, the phone system is an important part of keeping communications going among team members and with the outside community. Often, hundreds of phone calls happen each day and having the wrong phone system can make it easy to become bogged-down and frustrated. Employees were experiencing problems with their existing communications system and needed a radical change.

After researching Nextiva and learning about their customer service, they decided to make the switch over from their old vendor. Nextiva provided training and allowed the employees to choose different training times based on their schedules, making it much simpler to get everyone up to speed quickly. The system was implemented, employees were trained and everyone was able to begin using their new phones with fewer headaches than before.

6. Broadview Helps a Dental Clinic

One busy dental practice was relying on an old, no-longer-manufactured phone system that, suddenly, stopped working. With no one to contact and an upcoming move to a new location, the dental clinic was not sure what to do next and was very frustrated. They reached out to a vendor that put them in touch with Broadview Networks. This VoIP vendor set them up with a temporary phone system they could use until their move, which they learned to use and then received training on. Their new location was then equipped with a phone system that was ready when they relocated, and their team members were already familiar with how it worked thanks to the temporary system they became accustomed to earlier.

7. VirtualPBX Creates a Customized Solution

A new VirtualPBX customer had set up a contact center ready to handle a large volume of calls, but unfortunately this other system was not meeting their needs. They needed to have auto attendant menus and call routing for multiple languages, a complex system that the previous vendor was not able to provide. VirtualPBX helped them identify a solution and prepared a customized system for the customer’s contact center.

8. Nextiva Helps a Pet Relocation Business to Thrive

PetRelocation, a business that helps customers relocate their pets and handles international relocations frequently, needed a communications system that could handle their needs. They were frustrated with the customer service they received with their other vendor, too. Nextiva’s customer service team helped them implement a customized solution and provided the service they needed.

9. Jive Helps a Social Media Marketing Company

Jive provided service to one social media marketing organization that was looking for a VoIP system that would integrate more effectively with the software they were using. Their helpful customer service team helped them get started, and they soon began to see real returns from having a better phone system.

10. Nextiva Helps a Nursing College

When one nursing college began seeing their phone service costs increase dramatically and became frustrated with the lack of great customer service they were receiving, they reached out to Nextiva. Nextiva saved them money and helped them quickly implement a new system that was a better fit for their needs.

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