Phone.Com: Newark-based Phone.com, which is backed by ff Venture Capital (New York and Hoboken), has been piling up awards lately, including a Stevie for customer service and the 2014 INTERNET TELEPHONY Product of the Year Award. The company was also awarded its first patent in December 2013. It patented a process that addresses cost and privacy issues when users conference from any phone, and texting and caller ID management when they use mobile devices…
In a recent product review, GetApp.com compared the functionality of the Phone.com virtual PBX system to that of a traditional (landline) office phone system. The article reviews Phone.com through a small business lens and remarks, “Small businesses and savvy shoppers… agree that Phone.com’s system offers the most flexibility and freedom for organizations.”
The ability to answer calls from anywhere, and the multitude of options for managing voicemail and receiving SMS, are some of the things that set Phone.com ahead of landline systems. The 24/7 US-based customer service and highly flexible set up from the web-based control panel are other important benefits for small businesses. Click here to read the full review.
February 2014 is devoted to social media customer service on the International Customer Management Institute (ICMI) blog. Jeremy Watkin, Director of Customer Service at Phone.com, weighed in on the discussion. His guest post was geared toward small businesses who are supporting their customers via social media but aren’t ready to use a contact center social media solution.
Key points from the article include:
1. Observe your company’s social media activity.
2. Start with a small solution.
3. Document your policies, procedures and training as you go.
4. Follow and observe what other companies are doing
5. Recruit a team and begin engaging.
6. Evaluate what you are doing often.
Phone.com Vice President of Channel Development Joel Maloff spoke with TMCnet at ITEXPO East 2014 about the need for SMB disaster recovery and business continuity planning. Read the full article here.