Blog

Does Your Customer Service Embody Company Values?

When we train new members of our Customer Service team, we focus more than anything on just that: Customer Service. Our new agents are not expected to know every setting for all of our features—however, we do expect them to provide outstanding service to our customers, and understand that it is find to ask for help... Read More

Hold the Muzak! Using Hold Music to Your Best Advantage

It's everyone's least favorite part of calling a service company. "Could I place you on hold for a moment?" Well, do I have an option? Didn't think so. One of the worst parts of being on hold, is the hold music that goes with it, also known as elevator music (because... Read More

Customer Happiness and Growing your Business

  When we discuss growing our businesses, what we're really talking about is drawing new customers through our doors, and keeping them happy with great products and sincere customer service. Customer loyalty is both the bedrock and the path to success for your business, whether it's product or service based. In a great article called Seven... Read More

Get Ready to Grow Your Business in 2016

  Many of our Phone.com customers are small-business owners. So as we head into 2016 here on the Phone.com blog, we'll be looking at ways for you to grow your business this year. We're excited to discuss a wide variety of business, marketing and technical topics throughout the month of January. Before we do... Read More

Optimizing Your Business Phone System for Younger Customers

  When customers call your business, what do they hear? A message stating your hours and asking them to leave voicemail? Outdated hold music? Some business owners see setting up greetings and phone menus as a chore, rather than a key part of their service or brand promotion. Hold music and menu settings... Read More

Wishing Our Customers a Happy Labor Day!

Wishing our US customers, friends and family a happy Labor Day weekend! "The end of labor is to gain leisure." - Aristotle Learn about the origins of Labor Day! Read More

Communicating Better with Your Customers: The Four Agreements

  Customer service. Everyone has a customer-service story, whether good, bad or in between. This is certainly true for those of us who work in the industry—we not only need service as consumers, we provide it every day! This puts us in an interesting position, being on both sides of the customer-service... Read More

Three Phone.com Features that You’re Not Using but Should

  Our Customer Service agents really know how to make the most of your Phone.com service. They can tell you how to minimize costs when adding a new phone line, or the easiest way to transfer your existing number over to Phone.com. They also know the features that really make life easier. Last week, I... Read More

Customer Service Insights: Cardboard with Your Coffee?

  Recently I was dared by a friend to eat a piece of cardboard. Let's not get into the reasons why, but instead of being sensible and declining, I accepted the challenge. Only one problem: no cardboard in sight. So I did what any sane woman would do. At the... Read More

Know Your Emu: A Lesson in Customer Service

Growing up, my family lived in rural suburbia, an area with horse trails instead of sidewalks and the earthy smell of dairy cows in the air. We had a pet emu, called Emu. Emu lived in the back corner of our yard, beside the chicken coop, fenced in with a shoulder-height chain-link fence and... Read More

A Silent Customer Isn’t Always A Happy Customer

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.... Read More

New Phone.com Support Center Now Live!

  Our Phone.com customers are pretty savvy! They will often scan our website and device docs before calling us for help. We realized that adding a robust knowledge base, where customers could find setup tips, browse phone features or resolve common issues, was a no-brainer. It’s with that in mind that we are thrilled to... Read More

Leaders in Customer Success

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... Read More

Wearing Our Warm-and-Fuzzies on the Outside!

  You know those mornings when you just don’t want to get out of your PJs? Today, we didn’t have to! We work hard at Phone.com to ensure our customers are taken care of, and we like to have a giggle or two while we’re doing it. Pajama Day began with... Read More

Boo to You from Our Crew!

We're stepping out to wish our customers a fun and safe Halloween. Eat, drink and be scary! [caption id="attachment_19355" align="aligncenter" width="700"] Just a few of our Customer Service revellers[/caption] Read More

AFAR: At the End of the Line for Animal Rights

[caption id="attachment_19184" align="alignright" width="250"] Customer Service pup Wino, enjoying the green grass at Phone.com's Poway offices.[/caption] Customer Advocates for Animal Rights (AFAR) came to Phone.com through our affiliation with Grassroots.org, a partnership that gives non-profits one year of free phone service. Based in Michigan, AFAR's goal is to advocate on animal-rights issues, educate the... Read More

Wanted: Robust Business Phone Service to Do Business in Washington

For any non-profit organization running an office in Washington, DC, operation costs can be a killer. Rent, keeping the lights on, marketing—and oh yeah, phone service. You need a really good business phone service if you're an international, grassroots organization like Students for Sensible Drug Policy (SSDP). SSDP is a... Read More