How VoIP Supply’s Team of Experts Delivers Comprehensive VoIP Solutions and Cloud Services With Hands-on Support and a Hyper-Focus on Quality

TL; DR: Serving upward of 125,000 customers worldwide, VoIP Supply offers more than just a comprehensive catalog of communications products. The seasoned team of experts also provides a level of customer service that is unparalleled in an industry filled with resellers. Since opening its doors in 2002, VoIP Supply has operated with the goal of serving as a one-stop shop to help office and IT managers get up and running with the VoIP products and hosting solutions right for their organizations. As a result, VoIP Supply has earned our Developers’ Choice recognition. We recently sat down with Marketing Supervisor Mary Cheney, who told us how VoIP Supply’s tight-knit group of employees strives to treat every customer like family.

A chat recently came through to the VoIP Supply sales team from a representative of a company that specialized in reselling communications products. The rep had discovered the same product VoIP Supply was offering at a slightly cheaper price point on Amazon, and he wanted to know if the company would match it.

“We said, ‘We’re sorry — we can’t go that low, but you’re also not going to get the type of support we can offer you and your customer,’” said Mary Cheney, VoIP Supply’s Marketing Supervisor. “They ended up sending the business our way because of the added value of being able to contact us after the purchase.”

Mary told us almost every customer who purchases VoIP equipment requires help setting it up and ensuring the communications are working properly, which is why, as the company mantra states, VoIP Supply strives to be “more than a website.” And businesses are noticing.

More than 125,000 customers rely on the company to help them purchase the best VoIP products and tap into the expertise of the 28-member staff to make sure there are no interruptions in business communications. And Mary said that’s a big difference from the resellers that don’t offer post-purchase support.

“One of our core values is: ‘Mom’s calling,’” she said. “We try to treat every customer who calls like our mom. We are really working to improve the experience for our customer.”

VoIP Supply’s website houses everything a business needs to set up and maintain a VoIP communications system. VoIP technology has really taken hold over the past decade, and cost savings and ease of use are two big reasons for its rise in popularity. It’s simple to transfer numbers when employees move offices, and office managers can easily add or subtract lines when employees come and go.

VoIP Supply offers more than 5,000 products from more than 60 manufacturers, so managers can choose from all the leading brands and styles on the market. This ensures the company’s customers receive a solution that’s tailored to their individual needs.

“We try to do our best in the beginning so that the reseller or the customer won’t have too many questions,” Mary said. “But, 99% of the time, there are going to be questions after purchase.”

And VoIP Supply’s mission to help makes a big difference to those employing its products. It’s easy to chat online, call, or email the experts on staff. Mary told us the company has some of the longest tenured employees in the industry — with many on staff for more than a decade.

VoIP Supply offers more than just a large inventory of products and great customer service. The company considers itself a one-stop shop for everything an office manager or IT tech needs to deliver seamless communications. VoIP Supply offers options for hosting on or offsite with VoIP cloud services and maintains preferred partnerships with leading industry providers to ensure the connections are not interrupted.

For added time-savings, the team helps sort which providers are the best fit for a given company. Due to VoIP Supply’s excellent reputation in the industry, the team is able to compile a list of quotes from all the leading companies, including Nextiva, Broadvoice, Sangoma PBXact Digium Switchvox, and RingCentral, among others, in just a few days. Not only does this save an office manager from calling around herself, but that small business can also save money, as quotes provided by VoIP Supply are often lower than those obtained directly from the provider.

“We’re able to quote them on multiple platforms, saving them huge amounts of time,” Mary said. “We have access to all of them, and because we’re premier partners for all those large-access hosting service providers, they’ll get better pricing.”

As Mary noted, VoIP Supply is committed to the customer long after the initial equipment purchase and set up. And one initiative that speaks to this dedication is its Three Rs program, which was developed to help businesses be environmentally conscious while maintaining healthy profit margins.

The first R is for Reclaim, which lets customers sell back products when they are no longer needed. This is important because it keeps equipment from the landfill and also helps the businesses recoup a portion of their expenditures.

The second R stands for Refresh. All the equipment that is bought back with the Reclaim program is put through a 10-step check process, during which VoIP Supply experts fix and refurbish the equipment and sell it used at a discounted rate.

“They are certified refurbished and just like new, and we’re proud of that,” Mary said.

Recently launched in 2018, the final R stands for Rental. The main differentiator between VoIP Supply’s equipment rental program and the competition is that customers will be able to rent equipment manufactured by any brand. The entire catalog is for rent.

“They can rent PBXs, headsets, phones, and anything related to VoIP,” Mary said. “We really think this is something our service providers and resellers are really going to love.”

While many VoIP companies simply care about the bottom line, Mary told us VoIP Supply wants customers to feel supported every step of the process.

“I wish it were as easy as just plugging your phone into your ethernet port and making calls, but it’s just not,” she said. “That’s a common question we get.”

In fact, along with the ease of contacting the trained and experienced staff, customers are able to download and browse through many free informational guides online to help make sense of the technology. Their goal is to help people save time and money.

The company will be launching a new loyalty program in 2018 to show appreciation for the many long-term customers who have developed relationships with VoIP Supply since it was founded in 2002.

“We have a large returning customer base, and we’re really proud of that,” Mary said. “We’ve been able to maintain our employees because of the good working environment we promote here, and it all rolls on to our customer.”

And that expertise makes the difference: This tight-knit group of employees works in a friendly, caring environment, and it shows.

“Since we’ve been doing this for so long, we understand those values. And as a business, we’re operating on VoIP, too,” she said. “We understand you have to operate efficiently. If you don’t have the access to this type of expertise, ultimately it could really end up hurting your business. We don’t like to see businesses hurting — we like to see them thriving.”