In a previous post on blog.inphonite.com, Dave Tosi listed eight criteria to consider when evaluating ITSPs (Internet Telephony Service Providers). Allow me add one to the list, “Provides superior customer service.”

One such ITSP is Broadvox. Let me tell you how they provided superior customer service.

Several weeks ago, I attempted to call the office from my new cell phone. I was surprised to hear the “all circuits are busy” message, so I called my wireless provider. They told me that there were known issues with cellular coverage in our part of town. When the issue persisted into the next week, I called again to escalate the matter.

Let it suffice to say that the wireless provider was unable to resolve the issue.

My next call was to Broadvox Technical Support. Instead of focusing on whose fault it was, they focused on fixing the problem. They scheduled a conference call with technicians from the three providers involved. By working together, they quickly discovered that the company in the middle was routing the calls incorrectly. The problem was fixed. Case closed. Huzzah!

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