OnSIP CEO Mike Oeth continues to answer at least one support call per day to stay in touch with what our customers think
Our Customer Success Team's performance metrics continued to impress last month according to Zendesk:
- Average first reply time dropped from 2.1 hours to 1 hour
- Customer satisfaction rate increased from 98.6% to 98.8%
- One-touch resolution jumped from 32.7% to 33.5%
Customer satisfaction is important. Poor customer service costs American companies about $41 billion per year in lost revenue. On the other hand, 69% of Americans would recommend a company to a friend after a positive customer experience.
Posted by Kevin Bartley at 03:22 PM EDT
Are you considering new business VoIP phones for your office? If so, you're in the right place. Below is a list of 50 feature-rich and cost effective options available for businesses in 2015.
Please note that you should check with your phone system provider on compatibility before buying.
If you'd like some in-depth information on phones that are compatible with OnSIP and have been tested for quality, check out our VoIP Phone Reviews!
Grandstream GXP1610 Beta – $45
Great budget phone with impressive audio quality.
Posted by Kevin Bartley at 02:27 PM EDT
According to a study by CNN, 70 percent of callers who are on hold in silence hang up within 60 seconds. Of them, 35 percent won't call back.
Silence, it seems, is deadly when it comes to sales and support calls.
That's why we're happy to announce that you can now use MP3s and other external files to power your Music On Hold streams. We want to give you a variety of options to keep your callers entertained as they patiently wait for service.
Posted by Kevin Bartley at 03:23 PM EDT
Switching over to VoIP services can be a daunting task for small businesses that do not have the time or resources that larger organizations have. There are a few things to keep in mind when shopping for a new VoIP service – whether your business is looking to upgrade from an analog system or to replace your current provider.
Posted by Kevin Bartley at 09:57 AM EDT
15 percent of callers are likely to hang up after waiting 40 seconds on hold, according to a recent industry study. And when you consider that 7 out of 10 callers are placed on hold when they call a business, you might wonder— what can businesses do to improve the on hold experience?
We thought, why not entertain your callers— with YouTube videos?
Posted by Kevin Bartley at 03:31 PM EDT
According to the Harvard Business Review, up to 79% of employees work in geographically dispersed groups. Effective management of remote employees is critical for the success of your team, but it turns out that off-site workers need to be managed much like your onsite team. It's only the means of integrating them into the office that differs.
Here are four tips highlighting the most important aspects of managing your remote team members.
Posted by Kevin Bartley at 09:10 AM EDT
On Monday night, our Customer Success team took home the Bronze Stevie Award at the American Business Awards Ceremony for the Customer Service Team of the Year - Computer Software category. Larry Browne, our Director of Customer Success, was on hand at the Fairmont Millennium Park Hotel in Chicago to receive the award.
“Creating relationships with customers is every bit as important as working with them to solve their issues,” said Larry. “We build trust with customers. They know when they call, they’re going to get the answer they need, and we work to make it as pleasant an experience as possible. Many customers are surprised the first time they call that we answer so quickly and think we have a much larger team. I love talking with people and assisting them with their issues— big or small. Every day is a series of new challenges.”
Posted by Kevin Bartley at 09:45 AM EDT
If you're considering a new business VoIP solution, one of the first questions you may ask is: should I consider a hosted/cloud or on-premise phone system? Most hosted solutions require zero on-site hardware, except phones; on-premise solutions need on-site equipment to operate. (That's the key difference, as you probably know.)
We're going to help you decide with this blog, drawn upon our experience providing service for both hosted and on-premise solutions to tens of thousands of SMBs. Plus, we've asked a few IT Managers to weigh in on hosted vs. on-premise for their businesses. Either way, if you're making a switch to VoIP, you're making a good decision. Businesses that transition to VoIP reduce their costs by up to 40%, and save up to 90% on international calls. Nitty gritty comparisons of individual services can only be undertaken with your specific business needs in mind, but we'll address the big picture factors below.
Posted by Joseph De Bari at 02:43 PM EDT
Dealing with the corporate phone system can be stressful, especially in an active law office. When a problem arises, client calls may be missed, resulting in lost revenue and angry colleagues. You may be reliant upon an outside technician to fix the issues and have no choice but to wait. Instead of succumbing to this scenario, you can empower yourself and your office by using a hosted VoIP service.
Hosted VoIP (Voice over Internet Protocol) solutions put you in control and allow you to make instantaneous changes to your phone system as needed. These platforms are easy to manage, and as AttorneyAtWork.com put it, offer a degree of customization you may not have expected from your phone provider. Let’s take a look at what a hosted VoIP solution is and how it can be successfully deployed in your law office.
Posted by James Criscuolo at 04:47 PM EDT
OnSIP is developed on open source software, and we are proponents of open source projects. One open source project that is beloved at OnSIP is FreeSWITCH. Many of the great business telephony features we offer today are built using it. (One example is our latest Smart Queue feature).
FreeSWITCH was conceived during a discussion between several open source leaders with a goal to improve the state of existing Internet telephony options. That meeting/event was named ClueCon, which has become a leading annual telephony and VoIP developers conference.