KrK
Heavy Artillery For The Little Guy
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Tulsa, OK
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Re: Lefar marketing guru; Vonage needs a cust svc guru
Vonage is in a difficult situation, some of their making (customer service) and some not.
The fact they are an independant and operate their service via the 'Net means that service issues and outages are often in the hands of the incumbents who provide the broadband... and, since just about all the Telco/Cable incumbents now offer their own flavors of VOIP, I don't expect them to be doing anything that will help Vonage out.
In fact, things like caps and throttling, absent any kind of net neutrality regulations, could make the future for Vonage and similar companies bleak.
Still, they need to fix what they can fix. Customer service is all in their hands. Stop being jerks with the contracts, etc etc. Even if a customer does leave, say for a Cable Triple play deal, you want them to remember Vonage having good service. That way if the Cable company ever jerks their chain, they'll switch BACK.
Most reports I have read, people like their Vonage service while they have it--- but once they have left the trend seems to be saying "I won't be coming back" because of various customer service issues or hassles.
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) |
