Posts Tagged ‘Customer Experience’

A good Conference Call Rate is just the Beginning

Thursday, October 21st, 2010

I know.  The way the economy has been the last couple of years the price is very important.  And I agree.  Even with something as important as a conference call the rate is an important factor in deciding who to choose for a conference call service provider.  With Zip Conferencing the conference call rate is just the beginning.

At Zip Conferencing we believe that you should be able to get a quality conference call service and a good conference call rate.  In fact, our company was designed from the ground up to do just that.  First, we installed nothing but the latest equipment and connected it to the best phone networks available.  The quality of the conference call itself is the single most important factor in providing our customers a quality experience.  We also made sure that the equipment and network were fully backed up with hot stand by equipment and power back up to make sure the service is available 100% of the time.  Next, we designed our systems around the customer experience to provide a better way for our customers to maintain their accounts.  For this, we installed an online account interface that allows our customers to access their accounts themselves.  In addition, we gave our customers the ability to customize their own experience by giving them access to many of the popular conference options and letting them decide how their conference call should run.  For all of these features a conference call rate was not considered because we believe you need to have a quality experience above all else.

To mkae sure you get a conference call rate we did, however, design our company differently than other conference call service providers.  The main difference you will find is that we have automated all of the back office processes to keep costs down.  We also do not have expensive offices or field sales people.  Do you really need to see a salesperson in order to get your conference call service?  I think not.  We do not print paper bills which is not just environmentally friendly but saves money as well.  But none of the changes we have made to give you a good conference call rate diminish your experience.  We still provide 24/7 customer service and the highest quality conference calls and web conferences available in the market today.  But with our lower overhead we can also give you the best conference call rate available today.

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The Difference in Conference Call Services is Service

Tuesday, October 13th, 2009

Since I have been in the conference call service industry for over 14 years, I have tried to share some of my knowledge of what is behind the curtain at a conference call service company.  And there are a number of differences that you can and cannot see when you look at different conference call service companies.  But many times you will never feel the difference unless you have an issue with a conference call service company you may not notice if they have a back up system, etc.  What you can feel and should feel right from the start is service.

With the declining rates for conference calls many conference call companies are looking for ways to cut costs just like any other industry.  And in the conference call industry the two biggest expenses are the telecommunication costs and the cost of personnel.  Since the telecommunications costs are near the bottom, the only place to really save any money is on personnel.  The problem is that customers want a low rate but they also want to be able to talk to a person if they have questions or problems.  So, when a conference call company takes away a customers ability to talk to a person there is a definite drop in the level of service the customer receives.  That is why at Zip Conferencing I have refused to reduce the number of personnel that interface with the customer.  In fact, I continue to grow that staff in relationship to the number of customers because I am a customer myself and I know how much I value the availability of a human being when I have a question or problem.

Here at Zip Conferencing, there is a person available to speak to you 24 hours a day, 365 days a year.  And every account is assigned an Account Manager to help them with their conference calls.  That way each customer will have a positive experience and I believe the best way to build a business is through referrals.  How does the saying go?  Have a good customer experience and you will tell 3 people, but have a bad customer experience and you will tell 10 people.  So, the long term benefits of providing exceptional customer service in a conference call service company easily outweigh the short term economics of slashing personnel to attempt to improve profitability.

www.zipconferencing.com

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