GreenLantern
01-20-2012, 05:50 PM
For Tim and the VOIPo team:
First, let me say that we are very excited about the reseller program and look forward to working with VOIPo for many years.
I wanted to take a minute to provide feedback on 3 important items, based on our first year and a half as a reseller.
1. Routing Issues
We have to contact voipo support, seemingly more times than not, to address routing issues on newly ported accounts. We experience frequent VOIPo to VOIPo and other routing issues, even with our own number, meaning our own customers often can't call us. Yes, we've set static IPs and DMZs, etc. When we contact support, we're basically told that "we've changed the routing, try it now."
This instability undermines customer confidence in our service almost immediately. And frankly, is beginning to undermine our confidence in reselling VOIPo, causing us to look into other reseller programs. It would help if resellers knew more about what was being corrected, so that we could be more proactive in finding a more permanent solution. And if resellers are doing something wrong on our end, we need to know so that we can avoid doing it over and over.
In short, accounts and service should be much closer to bullet proof on day 1. If voip can't resolve this in-house, contract a specialist to sort it out once and for all.
2. Reseller Support
Email support team is great, but sometimes we have a customer on hold, or even a tech onsite, who needs something modified right away. Resellers are probably your biggest customers, and we should have some kind of priority support options.
Perhaps consider providing a Hot Line to resellers who meet certain prerequisites, or have reseller levels (Silver, Gold, Platinum, etc).
3. Reseller Control Panel
Currently, we still have to drill down to see various bits of account information. As resellers get more accounts, we need better ways to quickly view and find info on usage.
It would help tremendously to create a single "Account Summary" list page with the following columns of information (could use 2 rows per account if necessary):
• Username/Number (with link to account details/settings)
• Line 1 of Account Notes field (so we can see customer name and basic account info like package limits)
• Domestic Usage Last Month (Minutes)
• Domestic Usage to Date (Minutes)
• Domestic Minute Limit
• Int'l Usage Last Month ($)
• Int'l Usage to Date ($)
• Int'l $ Limit
The Routing Issues are my greatest concern, but I thought I'd mention the other 2 items for your consideration.
Thanks for reading. :)
First, let me say that we are very excited about the reseller program and look forward to working with VOIPo for many years.
I wanted to take a minute to provide feedback on 3 important items, based on our first year and a half as a reseller.
1. Routing Issues
We have to contact voipo support, seemingly more times than not, to address routing issues on newly ported accounts. We experience frequent VOIPo to VOIPo and other routing issues, even with our own number, meaning our own customers often can't call us. Yes, we've set static IPs and DMZs, etc. When we contact support, we're basically told that "we've changed the routing, try it now."
This instability undermines customer confidence in our service almost immediately. And frankly, is beginning to undermine our confidence in reselling VOIPo, causing us to look into other reseller programs. It would help if resellers knew more about what was being corrected, so that we could be more proactive in finding a more permanent solution. And if resellers are doing something wrong on our end, we need to know so that we can avoid doing it over and over.
In short, accounts and service should be much closer to bullet proof on day 1. If voip can't resolve this in-house, contract a specialist to sort it out once and for all.
2. Reseller Support
Email support team is great, but sometimes we have a customer on hold, or even a tech onsite, who needs something modified right away. Resellers are probably your biggest customers, and we should have some kind of priority support options.
Perhaps consider providing a Hot Line to resellers who meet certain prerequisites, or have reseller levels (Silver, Gold, Platinum, etc).
3. Reseller Control Panel
Currently, we still have to drill down to see various bits of account information. As resellers get more accounts, we need better ways to quickly view and find info on usage.
It would help tremendously to create a single "Account Summary" list page with the following columns of information (could use 2 rows per account if necessary):
• Username/Number (with link to account details/settings)
• Line 1 of Account Notes field (so we can see customer name and basic account info like package limits)
• Domestic Usage Last Month (Minutes)
• Domestic Usage to Date (Minutes)
• Domestic Minute Limit
• Int'l Usage Last Month ($)
• Int'l Usage to Date ($)
• Int'l $ Limit
The Routing Issues are my greatest concern, but I thought I'd mention the other 2 items for your consideration.
Thanks for reading. :)