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Speakeasy's Customer Service Approach Drives Strong Growth in 2008

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February 12, 2009

Speakeasy's Customer Service Approach Drives Strong Growth in 2008

By Susan J. Campbell, TMCnet Contributing Editor

Speakeasy, a Best Buy company, has announced that it experienced a 24 percent increase in its business voice customers during 2008. The company acknowledged that its dedication to customer service and significant customer cost savings were major catalysts for new customer acquisition and increased retention.

Chief Marketing Officer Council recently completed a study that revealed that only 30 percent of companies rate highly in their ability to handle and resolve customer problems or complaints. Speakeasy (News - Alert) has bucked this trend, producing consistent rates of between 85 and 90 percent in its customer satisfaction survey.

Serving as a strong testament to the company’s ability to deliver beyond customer expectations, the overall satisfaction rate for the telecommunications industry is significantly lower. In all, Speakeasy is doing something very right.

“Speakeasy has always taken pride in making customer satisfaction a top priority,” said Bruce Chatterley, Speakeasy president and CEO, in a Thursday statement. “Our small business customers rely on us to keep their voice and data systems up and running. The best way to keep your clients is to deliver the best quality service at the best price.”

Joyce Company, a Philadelphia-based business syndication company, is one very satisfied Speakeasy customer. This client provides a real-world example of how Speakeasy’s customer service team is helping small businesses to meet their telecommunications needs.

According to Joyce Co. Chairman and CEO Christopher Joyce in the Thursday statement, “If a company is considering VoIP or Internet services and they’re looking into Speakeasy, they should realize that they are truly getting a partner. It’s not just a company providing a service, it’s somebody that’s there for you and actually gets the job done all the time on all levels.”

Speakeasy has positioned itself well to capitalize on its own growth, as well as on the future growth trends in the VoIP industry. As per research analyst firm Dell (News - Alert) ‘Oro, the VoIP industry is expected to increase 30 percent over the next five years. Voice over IP lines are expected to comprise fully 60 percent of all lines shipments by 2011.

Speakeasy is in a comfortable position as companies are searching for ways to reduce operating costs and VoIP presents a valuable alternative to traditional communications. With so many providers to choose from, customers are more likely to turn to those who can deliver on their promises and provide value to the company.

Given its track record with handling customer issues and delivering on customer expectations, it is very likely that Speakeasy will continue to enjoy strong growth in this area. The key to sustaining this growth over time is in the company’s approach to protecting the base.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Michelle Robart

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