By Shelby Fuchs, Marketing Communications Specialist
If there’s one thing we want our customers to know about Avid, it’s that we have made customer service our primary mission.
Many times when we have the opportunity to meet with potential customers, one of the first things that they complain about regarding their current provider is that customer service is a complete hassle. Whether having to explain their problems to someone who is in a call center across the country with very little understanding of their set up, or having to worry about what kind of service charge they will get penalized with for something as simple as resetting a voicemail password.
At Avid, because we specialize in the B2B (Business to Business) industry, we understand that you don’t have time to be dealing with telecommunication issues. You have your own business to be operating. Therefore, we built our voice platform around something called the “Avid button”.
The Avid Button
It’s really as simple as it sounds. There is an “Avid Button” on every VoIP phone we deploy to a customer. Everyone in your organization has the ability to connect with us directly if they need assistance. Simply press that button and you’re on the fast track to getting connected to one of our Customer Service Representatives at our Southwest Boulevard office in Kansas City.
That’s right… 100% local support.
Our customer service staff is equipped to handle problems as simple as forwarding your direct inline dial number (DIDs) to cell phones, or as complicated as figuring out why your internet might be running at a snail’s pace. The best part? Help desk calls are included in your service with Avid. It doesn’t matter the size of your business or the size of your request, we’re here to help you.
We give our customers the tools they need to make adjustments on their own, such as resetting users or turning on FindMeFollowMe through Avid’s user portal. But we really hope that our customers use their Avid button and allow us to take care of their requests for them.
Using the Avid button is not restricted to business hours. You can press the button in the middle of the night and you’ll alert an “on call” service representative, engineer, or even one of Avid’s managing partners for assistance. We would be shocked if other providers could say they provide support to their customer base to this extent. If you have any questions regarding your set up or changing your Auto Attendant settings, you know what to do: press the Avid button on your phone and we will be there. Day or night!