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In a recent article by the International Customer Management Institute (ICMI) ranking the Top 50 Contact Center Thought Leaders on Twitter, Phone.com's very own Jeremy Watkin and Jenny Dempsey made the list.  Jeremy (@jtwatkin) ranked at #17 and Jenny (@jennysuedempsey) ranked at #45. Jenny and Jeremy cowrite CommunicateBetterBlog.com, a blog dedicated to observing and learning from both good and bad customer service experiences with the intent on making the customer service at Phone.com awesome.  Follow them along with the other deserving honorees for some fantastic customer service wisdom.Read More →

I had a fun morning today visiting a middle school that our very own Jenny Dempsey was speaking at for Career Day. She talked about her responsibilities and benefits as the Customer Service Supervisor. The students were really interested to hear what she had to say. Jenny touched on many different points but mostly that education is immensely important and that Phone.com and the VOIP industry is growing like wild fire. One of the funny little facts that I learned today is that when you call Phone.com it’s Jenny’s voice that you hear on the menu system. I also asked Jenny if she has a message for all our readers, she said that “Phone.com loves our customers and the support team loves to help each and every subscriber”. I thought this is really true and is reflected through out the entire company.Read More →

We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they paid their bill each month and almost never called Customer Service. Great, right? But when I called and spoke with them, I found out they were experiencing a number of technical issues and were considering switching to a different provider. They just didn’t have the time to call us or try to resolve the issues. I'd gone into the call thinking this customer was going to sing our praises, only to find out that we had challenges to deal with. While I wasn’t able to resolve all of their issues immediately, I was able to open up a feedback loop with the customer to work towards resolution. Net Promoter Score (NPS) is... Read More →

We always knew they were outstanding, but now the experts agree! Customer-success SaaS platform Mindtouch recently included Phone.com Director of Customer Service Jeremy Watkin and Customer Service Manager Jenny Dempsey in a report that profiles their top 100 Customer Success Influencers. Jeremy and Jenny both joined Phone.com in the early days, and they continue to do what it takes daily to drive outstanding customer success and manage a team that is truly all about support. Congratulations Jeremy and Jenny! You can follow them on Twitter or on their customer-service blog Communicate Better.Read More →

Tired of paying multiple phone providers for the same service? Maybe it’s time to get rid of that land line and move to the cloud. With Phone.com, transferring your number has never been easier, and here are 3 great reasons to get started: It’s free! We charge zero fees on our end to begin the number transfer process. Other providers aren’t as generous, so check with yours for applicable fees. Cloud-based service. Stay connected wherever you might be. Stop being tied to one device and take your number anywhere—to your cell phone while on the road, or your desk phone while in the office. The more numbers you transfer, the more you save. If your business is nationally or globally connected, then you probably have multiple numbers in various area codes. You’ll get a discounted price on transfers after you transfer your tenth number to us. How Can I Get Started? Transferring your... Read More →

On May 7 and 8, Phone.com Director of Customer Service Jeremy Watkin and Customer Success Manager Jenny Dempsey will be at the Contact Center Expo and Conference. Hosted each year in San Diego by the International Customer Management Institute (ICMI), this event draws together an amazing group of customer-service thought leaders. In addition to attending, Jeremy and Jenny, who host the awesome Communicate Better Blog, will speak at the conference. Jeremy will be on a panel Wednesday, May 7 at 5:00 PM PST, that focuses on training techniques in the contact center. The group will discuss topics like gamification and the best modes for training, whether in the classroom or online. Jenny will participate in a discussion on Thursday, May 8 at 2:30 PM PST titled Incentive Programs That Drive Performance. This panel will discuss reward and recognition programs that ensure the best performance and results on customer-service teams. Be sure to... Read More →

Phone.com doesn't do many trade shows, usually just a few each year. When we do, they have to be awesome! No exception when it came time to exhibit at NYTechDay 2014 last week, a massive bazaar-like event held at Pier 92 in New York City. We were among 400-plus other tech and startup companies representing the who's who of tech in the NYC area. Holding down the fort at our little Phone.com booth was our east-coast team of awesomeness, which included Customer Success Manager Jenny Dempsey, Developer Evangelist Peter Hogan-De Paul, CTO Alon Cohen, CMO Eric Lituchy, CEO Ari Rabban and myself. We pretty much had all bases covered when it came to answering questions! Besides giving away some great free phone service promotions to companies, we were there to showcase the new Phone.com SMS API, which is currently in beta. We also answered the old trade-show question, "So what do... Read More →

It all begins with motivation. If your employees are experiencing a lack of motivation in the work place, you’ll see this evident in their productivity. You’ll also see this evident in the amount of days they take off. Developing a successful incentive program can be a challenge; you must fine tune the program to fit into your company culture, engage various personality types and overall, be seen as worth the time and effort of your team. Handing out a few extra dollar bills here and there is unlikely to keep your team inspired for the long run. Click here to read the rest of this post by Jenny DempseyRead More →

Phone.com makes it easy and affordable to support a business in several countries! Need virtual numbers in different regions and the ability to call internationally? For Ofelos Media, a Phone.com client based in Cyprus, our phone service delivers all that and more! Ofelos Media offers business and marketing services that help small companies expand and establish an online presence. Services include scanning and electronic archiving of documents, strategies for mobile and online marketing, and guidance on social media. Phone.com gives Ofelos Media the telephony resources to maintain their relationships with global clients, and enables them to operate economically. While their main office is located in Cyprus, Ofelos Media has another office almost 2,000 miles away in Denmark, with each location using numbers local to those countries. "The features we love most about the [Phone.com] system is its ability to handle global numbers, which gives us a local presence in each country,"... Read More →

On Communicate Better, our blog dedicated to customer service, Jenny Dempsey and I do a regular hangout to talk about customer service.  We call it Coffee and Customer Service but generally drink water or tea. In today's hangout, we reviewed our week of blogging that included posts about a terrific experience I had with Amazon.com and a horrific experience with a taxi cab driver.  Jenny concluded her series on The Four Agreements: A Practical Guide To Personal Freedom by Miguel Ruiz and talked about some customer service inspiration from the movie, The Grand Budapest Hotel. Don't miss out on today's hangout!  To watch more terrific customer service hangouts, check out our YouTube channel.Read More →

If your small business is anything like ours, you have employees strewn all over the country and in a variety of office settings.  Thanks to the wonder of technology, we can effectively communicate via phone, email, chat, SMS and social media.  I am often reminded however, that there is no real substitute for face to face conversation.  When in-person communication isn't possible, the only other option is video chat. Just today we were having a party in our Poway office and wanted to connect with our awesome supervisor and Communicate Better Blog co-founder, Jenny Dempsey in New York.  Our solution was to place a television on a desk, configure it as a second monitor, connect a USB webcam and initiate a Google+ Hangout.  The goal was to have a desk where people could sit down and have a conversation with her. The experiment lasted about twenty minutes and no real... Read More →

As a continuation of our discussion of customer support from Part 1, let’s take a look at suggestions 6 through 10. 6) Make your Company DNA Conducive to Support - If you believe (like I do) that customer support is imperative for your company’s success, you need to make that part of the company’s DNA. You need to make sure the company culture supports that notion. In the first startup that I co-founded, half of the company was convinced that customers were evil. By the time I tried to change that, it was already a steep hill to climb. So: Make EXCELLENT support, part of the company DNA and culture. If possible, give every developer some customer-facing support duties. You will get better code. Make sure everyone knows that customers pay their salaries. Not you, not the investors, it’s the customer that pays every employee’s bills. Hire support agents with... Read More →

In 1989, I co-founded VocalTec and soon, we were a company of 3-4 people doing everything from coding to customer support. Years later in 2005, I co-founded Bitwine (www.Bitwine.com), an e-commerce website for human intellect. More recently in 2007, I became the first hired employee at www.Phone.com and jumped into customer support. Although I still do this from time to time with great pride, I feel as if I was an integral part of the process of what has become the award winning phone.com support organization. In short, this is my third time through the customer support formation process and wanted to share some thoughts with you. A mature support organization is complicated and expensive with the need for documented procedures and tools. However, that complexity is not created in a day. There are many ways to start an effective and simple support team with minimal cost. This blog will... Read More →

We love our customers and if you're reading this, we know you do too.  So, what better way to spend a Tuesday evening than surrounded by like-minded, customer centric industry peers in New York City? Phone.com’s Developer Evangelist Peter Hogan-De Paul (@phoneapi), API Product Manager Aaron Rosenthal (@aaronjrosenthal) and Customer Service Supervisor Jenny Dempsey (@jennysuedempsey) popped over to the Bitly (@bitly) headquarters for the Vsnap (@Vsnap) Customer Love MeetUp. The laid back evening consisted of pizza and beer provided by Hootsuite and networking and in-depth discussions about everything customer service.  We discussed everything from keeping your customer service team in a positive mood and soothing stressed nerves with a live kitten cam streaming in their office (FourSquare) to tackling and resolving large-scale problems effectively (Chobani) to receiving amazing customer feedback that warms the heart (BarkBox) to me discussing how we incorporate the word awesome into our team culture.  Our formula is simple.... Read More →

Event Details   [ to sign up click this link ] Are you part of a fast growing ecommerce business?  Is providing awesome customer service a cornerstone of your business?  Do you want to meet other like-minded people who get super excited about customer service?  You are invited to network and sit down for a casual chat with Phone.com's Customer Service gurus Jeremy Watkin and Jenny Dempsey. Jeremy and Jenny manage Phone.com's growing customer service team which now supports over 25,000 customers and has earned Phone.com recognition as a Customer Service Best Practice finalist in NYER's 2013 Small Business Awards.    Jeremy and Jenny are also co-creators of Communicate Better Blog (http://communicatebetterblog.com/) and whose Twitter handle @CommBetterBlog was voted #53 in the top 100 most influential customer service Twitter accounts. They bring a unique perspective from the intersection of customer service, blogging and social media. In a brief presentation, they will share... Read More →

Anyone with children knows that every child will inevitably resort to throwing a tantrum to try to get their way.  If they continue to do it, it's probably because they end up getting what they wanted.  Customers  can often be the same way and in a world where so many companies believe "The customer is always right" the customer usually does get their way. On Friday, September 13 at 1pm Eastern, Jenny Dempsey (@jennysuedempsey) and Jeremy Watkin (@jtwatkin) will be hosting a Coffee And Customer Service Hangout with a couple of our awesome customer service representatives to discuss this topic from the perspective of a customer service professional.  You can tune into the hangout live on YouTube or go to CommunicateBetterBlog.com to see it in its entirety.  They will tweet a link to the hangout from @commbetterblog prior to the event.  We hope you can join us! -- ... and... Read More →

At Phone.com we're very proud of Jeremy Watkin, our Director of Customer Service. He’s on the Huffington Post list of 100 Most Social Customer Service Pros On Twitter. Jeremy is a very compassionate and caring individual and combining that with social media and his Communicate Better Blog (co-created with Jenny Dempsey, our customer service manager) makes him our #1 customer service pro.Read More →