UniTel Voice Reviews How To Deliver Awesome Products And Killer Support At VoipReview.org we love hearing from industry leaders on how they strive to deliver remarkable products and exceptional customer service. So we were thrilled to pin down UniTel Voice’s marketing head, Greg Roth, for a quick Q&A. In the interview, Greg reviews how UniTel Voice makes every effort to over deliver for their customers. Please feel free to join the conversation in the comments section below.
VoipReview.org: Thank you for taking the time to answer our questions. We are excited to have the opportunity to talk with someone from a company who marries leading-edge technology with customer-centric support.
VR: To begin, let’s do a quick review of UniTel Voice and what your company is all about?
Greg Roth: The UniTel family of companies have been providing business phone services since the late 1990s. In 2011, we launched the brand UniTel Voice as we shifted our focus to cloud-based business phone systems. Today, UniTel Voice offers a virtual phone system priced and designed for small business owners who primarily run their business from their cell phone or home office phone.
Our phone system is perfect for startup companies who want to sound professional, but don’t have the budget or need for an expensive business VoIP solution. With UniTel Voice, you can get a toll free number with the ability to set up greetings, extensions, voicemail, and conference calls. You can also use call recording, send and receive faxes, and more.
UniTel Voice gives you virtually all the power a professional business PBX telephone system, yet, there’s no equipment to install or hardware to maintain. You manage everything online.
VR: What makes UniTel Voice different than other virtual phone system providers?
GR: In our industry the consumer has a lot of choices. In fact, finding the right phone service for your business is really confusing. So we’ve done a good job of defining our target customer. We are the best solution for small business owners who run their business from using cell phones or home office phones. Our typical customer is a startup company with 1- 10 employees who work remotely or in a virtual office environment.
Within this niche we compete on three fronts: pricing, features, and customer support. We’re very competitive on pricing. Because our typical customer is a bootstrapped startup, so we’ve priced our plans to grow with our customer’s business.
As far as features go, to my knowledge, at our price point, UniTel Voice offers the most features and functionality in the industry. Many of our competitors upsell customers on certain features, whereas we simply include them. But at the end of the day, customer support is where we really try to set ourselves apart.
VR: How do you ensure your company delivers on its product and support?
GR: Any SaaS marketer knows the key ingredients to growth is offering an awesome product and killer support. If you can do those two things, sales will follow. Our product design philosophy is to keep it powerfully simple. Our virtual phone systems offer a lot of functionality and customization, but you don’t have to be a technical person to use them.
As for customer support, we believe customer service is the job of every employee. We also believe in investing our time into our customer’s business, because if our customer’s business succeeds, we succeed.
VR: How do you invest your time into your customer’s business?
GR:We offer a free consultation to every customer, big or small. This is where a customer gets to meet one-on-one with their personal account manager, that will walk them through the features and help them set up their greetings, extensions, and voicemail. It’s completely optional, but customers seem to really appreciate this aspect of our service. We also offer our customers free voice-talent recordings, so their business sounds as professional as possible. This is all in addition to our free USA-based support desk that customers can call, email, or live chat with, when they need a little help.
We’ve learned that establishing a relationship by helping customers during the onboarding process reduces churn and increases customer referrals. The investments pays off. And it really makes us stand out, since we’re doing it in an industry were customer support is typically outsourced overseas or completely DIY (do it yourself).
VR: In your opinion, where is the VoIP/virtual phone system world headed?
GR: Everything has moved to the cloud. Now, everything is going mobile. Business phone services will continue to become more seamless across IP-phones, softphones, smartphones, tablets, laptops and desktop computers.
VR: So what’s next for UniTel Voice? Are there any announcements you’d like to share?
GR: Yes! We just launched Toll Free SMS Texting. It allows you to send and receive text messages on any toll free number. In fact, you don’t even need a UniTel Voice toll free number to use it. We can enable text messaging on your existing toll free number serviced by your current phone company.
We are also launching a completely redesigned virtual phone system. It’s in beta right now, and the feedback we’re getting is excellent. Users find it more intuitive and easier to use. We’re rolling it out soon to everyone.
VR: Thank you for answering our questions Greg. We look forward to seeing what UniTel Voice does next.