Yesterday a most unusual thing happened. A customer complained by sending an email to our CEO. Most companies expect to see emails or phone calls to upper management regarding service or billing issues regularly. However, in the case of Broadvox, it seldom happens. In fact, I can't remember when it happened previously because this was the first for this year. You might also think I would get more customer complaints. I personally receive perhaps one call a quarter.
A couple of months ago I answered such a call and the caller was amazed that I answered my own phone. To let the secret out, every executive at Broadvox answers his or her own phone. And that got me thinking about two things; Broadvox is managing its growth fairly well and customer satisfaction is pretty darn good.
It is important to the IP community that ITSPs grow into larger and stronger entities. As a community, it must be able to compete with the larger ILECs and CLECs, not just in providing more innovative products but also maintaining its ability to be responsive to customers and sales channels. When Broadvox turned up its first retail SIP customer in late 2007, it was easy to offer hands on service and support. As we now handled hundreds of requests per month, it is just as important that we offer a personalized service. When I get a call from either a channel partner or customer, I do my best to address the reason for the call as quickly as possible and I always give out my direct number to the caller for follow up. Interestingly, only once in three years has someone needed to call again to get things moving and never have I received a "thank you" call for setting things right (no mercy calls are needed, thank you). But the point of this is, as we get bigger and the demand on our time increases, we can still be a different type of phone company. We can deliver a personalized service to a business community.
Finally, I must thank the overall IP ecosystem for high levels of customer satisfaction. Sure, Broadvox has a role to play but the real reason that customer satisfaction remains high is the continued positive evolution of the technology (VoIP, SIP, SIP Trunking), the VARs, (experience, knowledge, commitment), the OEMs (IP PBXs, IADs, SBCs) and the service providers. All of us working together deliver a positive and rewarding experience for those making the switch from TDM to IP, from POTS to VoIP/SIP Trunking.
So thanks to all of you, and after a few pats on the back, it's time to get back to work. I do have to address that email from yesterday.