Choosing any product or service, whether for personal or business use, is a decision that requires you to spend a little time researching. It can be overwhelming. Today, we’re going to tell you what you should be looking for when switching to or between VoIP providers. That’s the researching part done!
With a growing number of providers competing in today’s market, it can be challenging to decide which one will be the best for you. That’s why we’ve come up with a list of what you should be looking for when you’re deciding.
85% of the world’s leading businesses are expected to make the switch to VoIP by 2023, according to GetVoip. Subsequently, the market for VoIP providers is growing – there are many you can choose from, and that’s great for potential customers looking for a comprehensive virtual phone system. Most providers will be doing their best to stand out, whether that’s through extra features, lower pricing, or features that other competitors don’t even offer.
However, not all providers will fit you or your business’s needs. Basic features that come with all plans usually include unlimited calling and SMS, conference calling, call controls, and 24/7 support. Most major providers will not charge you extra for those.
Music on hold, call queues, and ring groups are extra features that providers offer. Some, like eFone, offer these with the basic business plan. Don't be tricked into paying extra when you can find providers that will include them with the initial plan. Don't pay more when you don't have to.
You might be wondering what Unified Communications (UC) means, as you will inevitably come across it when you start your research on VoIP. Most providers offer UC. It just means that several communication systems are available to you via one point of access. This often includes SMS, phone and video calls, conference calls, emails, and more.
Most providers are competing to provide their customers with as many of these features as they can, which means UC is a given for most major providers.
You want to make sure that your provider is reliable – that they can ensure minimal disruptions. That means no static, deception, or any other problems when making calls. After all, nothing is more annoying than being on a call and spending half the meeting asking, “sorry, can everyone hear me?”.
As most people will use the apps to make calls and texts, we recommend checking the reviews of these apps. You will get an idea of whether call quality is an issue.
Data leaks are common nowadays, but providers should ensure that they are doing all they can to avoid any breaches from their end. A quick Google search can tell you about recent leaks from providers.
Look for a provider offering end-to-end encryption as well as two-step authentication. Most of us do that to protect our personal information anyway. But it becomes even more critical for you as a business because you have your clients’ and partners’ data to protect too – you have a lot of people relying on you.
The best way you can find out if everything works as it should is by looking at customer reviews. You’ll get an insight into what existing customers think is excellent and what they have issues with. On sites like Trustpilot, you can often see how the company responds to these issues and how interactive they are with customers.
If you know that you will be relying heavily on the apps, be sure to check out the reviews on the App Store or Google Play. Look at whether the company responds to feedback, when the app was updated last and what recent reviews are saying. Is there a problem that hasn’t been addressed in a while? Are customers happy with the app?
You want to be sure that when you inevitably encounter a problem in the (hopefully far) future, it’ll be taken care of swiftly.
A provider can, and probably will, have clients worldwide and should be ready to help you whenever you need it. For this reason, you might want to consider a provider offering 24/7 customer support – most do! This will ensure that when you do have any technical difficulties, you can benefit from on-the-spot help.
You can also contact the provider before you buy their services with any questions you have. This way, you could get an understanding of how their customer service is. It won’t be the same as if you were a customer, as response times could be different for potential customers, but you will still get a gist of how helpful their support system is.
Lastly, make sure that customer support is easily accessible and available when you need it. Increasing automated support, which can help point you in the right direction, is also an issue. It can be challenging to get through to a ‘real’ person when you have an urgent problem that Rob the Bot can’t fix. Have a look at the website and make sure help is readily available.
For example, with eFone, you can contact us easily by emailing us at help@efone.ca or calling at 905-867-9998.
Have a quick search to make sure there are no hidden cancellation or usage fees. Most providers don't charge exit fees - after all, it's one of the advantages that VoIP has over landlines (which we looked at last week).
Companies will sometimes drag the cancellation process out to get you to stay. So be sure that there are no extra charges. You can usually find this information on the FAQ section or the pricing page.
If the provider is well-known, you can find this information by doing a quick google search and by checking different tech forums. Not only will you get an idea of cancellation costs, but forums will also show you other problems that customers have an issue with.
Companies only offer free trials if they think their product is good enough to persuade a customer to buy it within 30 days. A free trial will tell you how a product/service functions and whether it matches what you need.
Of course, you probably don’t want to spend months just testing providers. We recommend narrowing your search down to one or two and then trying them through a trial.
Most providers, including eFone, RingCentral, and dialpad, offer free trials, so be sure to take advantage of them.
Now that you know how to choose the right VoIP provider, you’re ready to take the next step and actually choose. Consider eFone, a world-class VoIP system that can offer you cutting-edge features that will save you time and money.
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