Is Your Hosted PBX Provider Meeting Your Customer Service Needs?

A customer having a discussion with her Hosted PBX Provider on Phone

Sometimes, people need to remember that businesses that serve others still need excellent customer service themselves. Customer service is at the bedrock of business, and if you aren’t getting the support you need, it may be time to look elsewhere. You are their customer, and according to Salesforce, 73 percent of customers expect companies to understand their unique needs and expectations.  

So, the question is: What does adequate support from a hosted PBX provider look like? Does it meet your needs?  

What Should a Hosted PBX Provider Be Providing?  

The real question is, what don’t they provide? Your hosted PBX provider should have your back, the people that help keep your operation afloat. If there is an issue, you should be able to call, talk to a real person, and get a resolution as fast as possible. Built-in preventative updates and active monitoring should reduce downtime as much as possible. This should not be a one-way street relationship, meaning you are always reaching out for help and pulling teeth to accomplish anything.  

Why Customer Service is Important from Your Provider 

It’s simple: if you are being treated as an afterthought or feel like you are disturbing them whenever you interact with them, then this is terrible customer service. You have a business to run, and you need to be available for your customers. When you need assistance, it’s because something isn’t correct. It should be an all-hands-on-deck situation to get you up and running so you can be available for your customers. Anything less is unacceptable.  

Time to Resolve Issues 

It’s fair to say that not all issues are created equal, so expecting an instant resolution every time isn’t going to happen. With that caveat out of the way, many of the problems that occur should be resolved promptly. There are terms you may hear that reflect aspects of time to resolution: 

  • First Call Resolution (FCR): When a customer contacts the business, the support agent can resolve the issue on the first call.  
  • Estimated Turnaround Time (ETT): This is less formal but more of a guideline for when you will give an update or resolve the issue. 
  • Service Level Agreement (SLA): A guaranteed timeframe written into the contract describing the exact timelines for issue resolution. 

If these metrics are out of whack negatively, you might feel the pain of working with that provider. 

Quality of Customer Services Agents 

Speed to resolution is one thing, but if the resolution needs to be corrected or completed, meaning your issue is fixed but unsure if it was user error or system-related, it will ultimately hamper your experience with a hosted PBX provider.  

Most organizations have a tiered support structure. More common issues are fielded by less experienced staff, and if they can’t be resolved, they move up the chain based on complexity. The tiered approach can be effective but may lengthen the resolution time.  

On top of that, a balance needs to be struck between empathy and patience versus technical abilities. Traditionally, the more technical someone is, the less empathy and understanding they portray, leaving you feeling like a bother. Not a good experience at all. 

Advanced Troubleshooting Tools 

The need to get back up and running as quickly as possible cannot be understated. Having advanced troubleshooting tools that can examine various causes of issues will speed up the overall process.  

Having a repeatable process to isolate and then fix VoIP-related issues will save you a ton of time. The tools that the provider uses aren’t the point; different tools work for different people in various scenarios; it’s more about the tool of a process that gets used every time for consistency. Knowing how that process will work will make the resolution process easier for everyone. It’s a red flag if you are dealing with a hosted PBX provider, and every agent has a different process, so you never get clear answers when items pop up.   

Self-Service Options 

Be honest; you don’t want to have to call someone for help; no one does. Your experience will be better if there are clear self-service options or, better yet, a knowledge base you can access. An added bonus is self-service options can be accessed anytime, 24/7. Incredibly, a report from Zendesk states that 91 percent of people would use a knowledge base if it were available and tailored to meet their needs.  

Not every potential problem is related to the provider, but having a quality hosted PBX provider means they won’t let you flounder and will help you with guides and how-to’s for common problem scenarios. This will get you back to what matters most: helping your customers. 

Don’t Be Left Out to Dry; Choose a Partner You Can Rely On 

You never want to be in a situation where there is finger-pointing, and no one takes responsibility. That feels terrible and is not a business relationship anyone wants to be in. If you are dealing with something like this, you don’t have to suffer any longer. Magic Apple is the provider you need. Our core values, The Magic Apple Difference, aren’t a goal; they’re the ethos we live by every day. Contact Magic Apple today and see what a true partnership looks like.   

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