THE VENDOR SELECTION PROCESS

Whether you are in the process of migrating your communications to the cloud or are just starting your search for a new cloud-based phone system provider, finding the right partner for your business is crucial. As you vet potential vendors, asking strategic questions can help you find the right fit for your needs.

Cloud-based phone solutions, also referred to as Voice over Internet Protocol (VoIP) or Cloud-based Private Branch Exchange (Cloud PBX), have gained widespread popularity. Consequently, businesses have a plethora of vendors to choose from. If you’re in the market for a cloud phone system provider, understanding the features and functionality each offers is crucial. From speech recognition, voicemail transcription, and call recording to voice-to-text, group chat, conference call capabilities, and more—the list of features is extensive.

Asking these six qualifying questions will help you and your organization dig a little deeper on what vendors have to offer as you sort through the different solutions to make an informed decision. This assessment will also help you determine which provider can address your communication needs now and in the future.

QUESTION #1

Ask: In what ways will this solution impact how I do business and how I communicate with my customers?

Why: As you explore potential solutions, it’s essential to understand the benefits they bring to your business and customers. While many providers offer internal collaboration tools, it’s crucial to learn how each one enhances communication and collaboration within your organization. However, if you’re upgrading with the goal of improving customer experience, inquire about how the solution enhances customer support. For instance, can the solution help you optimize your mobile devices (BYOD), ensuring a professional and high-quality experience? Will you have the flexibility to set business call hours on your mobile devices, allowing you to manage calls effectively and provide consistent service to customers? Asking these questions will reveal how you can leverage the solution to elevate your client care.

QUESTION #2

Ask: What is the setup process like and how simple is it to make adjustments in the future?

Why: Before transitioning to a new cloud-based phone service, it’s essential to understand the migration process and the investment required to set up the new solution. Additionally, consider what happens beyond the initial setup. For instance, if your needs change over time and you require different capabilities, can you make adjustments independently? Consider a plug-and-play solution that is straightforward to set up. Just ensure that it provides access to a comprehensive set of features you may need in the future and allows flexibility for updates and redesigns as your requirements evolve.

QUESTION #3

Ask: Are you flexible with pricing?

Why: Since every business is different, finding a provider that offers flexible pricing options is important. Some vendors require that you purchase a set number of seats, limiting your ability to have users on different plans. It’s also important to ask what flexibility you have in terms of purchasing as it impacts cost. Overall, be sure to ask about different pricing options and look for a provider with flexible pricing.

QUESTION #4

Ask: What scalability is built into this solution that will allow it to meet the evolving needs of my business in the future?

Why: If you are a small or medium-sized business looking to grow, you’ll want a solution that can grow with you. Inquire about the provider’s process for adding extensions for new employees, or even adding international numbers should your company or customer base expand globally.

QUESTION #5

Ask: How adaptable is this solution in terms of supporting remote workers and my business’ evolving location needs?

Why: Since the onset of the COVID-19 pandemic, the ways in which businesses work and communicate have changed. More employees are working from home and businesses have cut back on travel significantly. While some of these changes may be permanent, business travel and remote work may change again in the future for many organizations. If you expect your team’s travel and remote habits to evolve, you need to consider a flexible solution that can support your team wherever they work.

QUESTION #6

Ask: How will you provide exceptional service throughout our relationship?

Why: Undoubtedly, customer service plays a pivotal role in any partnership. When you experience issues with your solution, obtaining support should not be a challenge. Before choosing a provider, inquire about the type of support they offer. Can you speak to a live customer service agent after hours or on weekends? Additionally, consider reviews from current customers. While many providers claim to offer excellent service, aim to partner with one whose track record demonstrates unwavering commitment to their customers.

STILL HAVE QUESTIONS?

Follow the practices above to improve client engagement and watch satisfaction rates soar! And check out our other articles for more advice on specific industries and use cases.