Cost and service: surely the two most important factors in any buying decision.
Of course, products must deliver on their performance promises – that’s just a given, right?
However, when all three boxes are checked, the vendor/customer partnership cannot be better placed to succeed and thrive.
Disappointingly, that kind of magic is often hard to conjure. The service may be very good, but price relatively high; or the price may be competitive but the service woeful.
In the tech space in particular, the search for a vendor that can create the best of both those worlds is one on which a lot rides. That’s because technology is now at the heart of every business, no matter its size or vertical. Hardware, software, solutions, apps: the stack is now an essential component that impacts directly on organisations’ productivity, efficiency, and profitability.
As a result, picking a vendor that has strategically placed a combination of differentiating affordability and stellar support at the very heart of its offer can have a major impact across the piece.
“Cost effectiveness is not just about price, it’s also about quality of service and level of engagement between vendor and customer – consistently delivering on all those fronts is the crucial basis for a mutually-beneficial, long-term relationship,” says Sam Melvin, CEO at progressively-disruptive US-based Communication Platform as a Service (CPaaS) provider Voxology, which prides itself on doing precisely that.
“How can we be more cost-effective AND provide a better customer experience? Ultimately, it’s a business decision we made, enabled by our tech which allows us to scale and monitor efficiently. Our offering is not just a product and a price, it’s our onboarding, our documentation, our service orders, our support responses, our platform reliability, and our invoicing. Our ultimate goal is to create harmony between all of those elements, and it’s why our customers stick around.”
Specifically – and thanks to its vast buying power – Voxology products are priced around 30% lower than many of its main competitors. As a licensed carrier with international coverage, its platform enables critical business communications on a massive scale; powering everything from the Fortune 100 to growing SaaS startups in healthcare, financial services, retail, utilities, and education, and providing emergency alerts, appointment reminders, conferencing, VoIP, and other communications-related services to a large and growing percentage of the market.
Crucially, at the same time, Voxology invests huge amounts of energy in recruiting and training hungry, humble, and people-smart staff who share a common passion for delivering stellar service.
Earlier this year, it was awarded the Channel Vision Visionary Spotlight Award for Best Customer Service – exemplifying its dedication to delivering unparalleled support in the telecommunications industry.
“Price is of course an important factor, however the key to our remarkable customer retention is our people,” says Melvin.
“We understand that many businesses think of communication services as a commodity. However, there’s often quite a bit of hand holding and troubleshooting required in order to make sense of issues and deliver at scale.
“We also believe there is a strong correlation between customer satisfaction and employee satisfaction. Our goal is for our people to enjoy work and be inspired to grow. Ultimately, this fosters a culture where people love what they do and are therefore best positioned to provide the greatest customer experience in the industry.”
In the case of many vendors and providers, close human support of that kind comes with, say, a 5% increase on their overall bill.
“I mean, paying extra for technical support just seems wrong to us,” says Melvin. “These are our products our customers are consuming – surely they should expect the deal they have with us to include whatever technical support and service they need?
“We work hard to understand and document our customers’ specific use cases and implementation which allows us to act as an extension of our customers’ team. It’s rewarding to be able to move beyond traditional telecom trouble tickets and help our customers identify and perma-fix issues.
“Living by those values, plus offering the most competitive pricing in the market, is what we believe enables us to help our customers’ businesses succeed and grow. When that happens, we succeed and grow too. And that kind of mutuality is a beautiful thing.”
To learn more about how Voxology can help your business communicate smarter, visit the website.
