The Importance of Canadian-Based Technical Support

How many times have you called a company with a question about your bill, only to find yourself repeating your account number over and over again, trying to communicate with a machine, navigating complex menu options, waiting on hold, being passed back and forth between individuals and departments only to find yourself in the hands of a customer service representative located 9 time zones away? As the Toronto Star puts it, Canadians are losing their cool with bad customer service. It’s common practice in today’s business environment for companies to outsource and offshore a percentage of their operations. This is a cost-saving alternative to keeping functions like customer support here in Canada. While this may be good for the bottom line, it can sometimes lead to a frustrating experience for the customer.

The technical support team here at Versature is one of the company’s key strengths. We pride ourselves in having a high-quality, in-house, fully bilingual team of technicians located right here in Canada. Our Support Specialists know the ins-and-outs of our technology and understand the needs of our fellow Canadian businesses. Clients simply dial 6-1-1 from their Versature device to be connected with a member of our support team who are available all day, every day to assist with your pressing telecoms needs.

Your call will always be answered

We have even developed an in-house method for ensuring clients are always able to reach a person, not a machine. If a caller is unable to get through to a member of our technical support team right away because they are all on calls with other clients, we have a communal phone in the open concept portion of our office that will ring prompting another member of the Versature team to pick it up. If our staff, who may work in sales or marketing or customer onboarding, are not able to help you with your query, they will take a message and ensure a Support Specialist gets back to you at their soonest availability (usually 10-15 minutes). This method helps us avoid having our customers wait on hold should our support team be swamped, because let’s face it… ain’t nobody got time for that!

Not just Customer Service Representatives

Our Support Specialists are not just customer service representatives, they are trained technicians coming from various backgrounds in IT and telecom. They understand your business needs and the urgency behind any technical issues you may be experiencing with your phone solution. We take a personalized approach to problem resolution, meaning you are always assigned a dedicated technician to serve as your point of contact and see your issue through to the end. Contrast that with the notion of calling in to your service provider multiple times for the same problem and each time being connected with support staff in different departments, call centres, and even countries! Quite often you’re forced to start from the very beginning, re-explaining your problem to the representative and guiding them through your attempted fixes to date. Not cool!

Another thing that makes our support team stand out is our commitment to help you fix issues that are outside of our control. We don’t stop at “your router is the problem” or “your internet connection is poor”. Our support team will make recommendations like which local internet service provider is best for your business, where you can make improvements to your network configuration, sometimes even drilling right down to what the wiring is like in your building, and more. We will even work directly with your IT team or ISP and assist them in any way we can to see the resolution through!

Implementing Voice Over IP technology for businesses located from coast-to-coast across Canada can be a daunting task, that’s why it pays to go with a service provider who knows the industry, the technology, and most importantly, the needs of the modern Canadian business. Why should Canadians accept what seems to be the status quo in terms of poor technical support? Our customer-centric approach to business coupled with the driving forces of the subscription economy as a whole means that we work hard to understand your needs and earn back your business each and every month.

We challenge you to answer these questions:

  • Where is your telecom provider’s technical support based?
  • How dedicated are they to your business?
  • When is the last time a member of a support team remembered your company, or even your own name?

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Did you know that Versature’s Support Team have won multiple awards this past year? Read more about it here!

Versature's Support Team members Frank and Andre win at the 2016 ORCCA Call Centre Awards!

About Sarah Dingman

Sarah Dingman serves as Versature's Senior Marketing Specialist, putting her experience in content marketing and digital strategy to work in a fast-paced tech environment. Sarah has 6+ years experience working in marketing, specifically within the tech industry, and is passionate about advancements in her field as well as her volunteer roles in the nonprofit sector, such as her position with LiveWorkPlay.