Posts Tagged ‘business tips’


The Four Elements of Satisfactory Customer Service

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker.

Before an organization can even think about delighting customers, it needs to be able to consistently deliver what it takes in order to satisfy customers.

Satisfying a customer is dependent on:

Smiley-faced warehouse equipment (c) Micah Solomon micah@micahsolomon.com

Smiley-faced warehouse equipment (c) Micah Solomon micah@micahsolomon.com

1. A “perfect product or service

…perfect being defined as “designed and tested to perform perfectly within circumstances you can reasonably foresee.”  (Not the snowstorm of the century, not the city-wide lockdown in Boston during the marathon terror manhunt.  But reasonably foreseeable.)

2. Caring delivery

…no product is perfect in if it’s presented to the customer in a way that doesn’t appear to be “caring” to the intended recipient. No matter how delicious the food, no matter how safe the jet travel, if it’s presented in a way that doesn’t show care for the customer, it’s not going to be a hit.

3. Timely delivery

…a perfect product or service, delivered on a timetable that doesn’t match your customer’s expectations, is a defect. And customer expectations in the area of time have recently ramped up astoundingly.  Factors that range from amazon.com to the smartphone revolution to global competition to customers with complicated work schedules have led to a ramping up of what customers expect in terms of timeliness in nearly industry.

4. An effective problem resolution process

…because you will, sometimes, be late/uncaring/imperfect. An effective and complete problem resolution process is covered here.

****

Beyond satisfaction: building brand ambassadors

A satisfactory product or service, delivered successfully time after time, is a lot of work to pull off. And it’s important to be able to deliver satisfaction over and over and over.  The only problem is, nobody ever shouted “Yeehaw, that was a really satisfactory experience I just had with your company.”  It’s nothing to holler about or to jump on to Twitter to describe.  To bring your service up to the level beyond satisfaction, where customers are engaged, loyal, advocating for you, requires something else.  Stay tuned—we’ll talk about it next article.


Take this Test before Quitting Your Day Job

Unlike popular business myths, not everyone should start their own company. In fact, it is not the path to happiness and wealth for most people. Every month, over a half million people will quit their day jobs to start a company. Many people have that big dream of betting it all to take a huge risk. Others have a business on the side or as Pamela Slim says, a "side hustle" going while they work a full time job. Unfortunately, most of these people that make the jump to quit their day job are making one of the biggest mistakes of their lives.

Please take this test before quitting. Answer yes or no to each question below:

  1. Do you have paying customers for your product or service? (This does not include relatives!) 
  2. Have you placed a strict limit on the amount of money you will invest? This means is there someone else that has to approve more funds besides you?
  3. Can your family survive if you lose all the money that you are about to invest in your business?
  4. Does your spouse have a job? (Living with your parents counts.)
  5. Is your spouse “enthusiastic” about your move to quit your job and start a company?
  6. Do you have other smart people and mentors that you will listen to even if you think they are wrong?
  7. Have you started a business before?
  8. Do you have good alternative for health care insurance that you currently get through your job?
  9. Is this really the very best timing for quitting your job (or starting a business)?
  10. Can you afford to not make any money from your business for the next six to twelve months?

Scoring the test: Give one point for every “yes” answer and zero points for every “no” answer.

Results: Unless you scored seven points, don't quit your day job yet. There are still too many risk factors for there to be high odds of success.

If I could be happy working for another person I would. If you are like me and can't, pass this test and welcome to world of entrepreneurship. 

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The Secrets of Customer Service Recovery

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker.

sign:

(c) Micah Solomon micah@micahsolomon.com

Glitches–service breakdowns–are unavoidable when you provide service to customers. A computer system goes down. A key person walks out on you with no notice—on the only day you couldn’t possibly arrange coverage. A waiter drops a tray in a customer’s lap.  (I’ve done that one myself–a tray with six open bottles of beer on it.)

Service breakdowns are uncomfortable, and they require training to resolve. But you’ll find an opportunity hidden inside your company’s worst moments: the opportunity to bring a customer closer to you. Indeed, you can learn to handle service breakdowns so masterfully that these moments actually help you to create loyal customers.

The Four-Step Sequence for Great Service Recoveries

To recover masterfully when something goes wrong for a customer, respond to the service failure with a specific stepwise sequence.  (I with these would form a memorable acronym, but the best I’ve come up with is ARFFD. Not sure that’s very attractive as a memory aid.)

  1. Apologize and ask for forgiveness.
  2. Review the complaint with your customer.
  3. Fix the problem and then follow up: Either fix the issue in the next twenty minutes or follow up within twenty minutes to check on the customer and explain the progress you have made. Follow up after fixing things as well, to show continuing concern and appreciation.
  4. Document the problem in detail to allow you to permanently fix the defect by identifying trends.

Let me run through these steps in detail.

Step 1: Apologize and Ask for Forgiveness. What’s needed is a sincere, personal, non-mechanical apology.

What does a customer want out of an apology? He wants to be listened to, closely. He wants to know you’re genuinely sorry. He wants to know you think he’s right, at least in some sense. He wants to know you are taking his input seriously. Overall, he wants to feel important to you. This means that the key to an effective apology, to getting back on the right foot with your customer, is to convey at the outset that you are going to take his side and share his viewpoint.

Step 2: Go Over the Complaint with Your Customer. In Step 1, you’ve begun an alliance with your customer; in Step 2, those collaborative feelings will let you explore:

  • What actually went wrong, from the customers perspective
  • What the customer needs for a good outcome

These aren’t good places to jump to conclusions. They’re issues you want to take time to explore in some detail with the customer.

Step 3: Fix the Problem and Then Follow Up. So you’ve decided to replace a substandard service or product. That’s a step in the right direction—but it’s only a first step. Remember that the customer has been stressed, inconvenienced, and slowed down by your failings. Merely giving her back what she expected to receive is unlikely to restore satisfaction.

A key principle in fixing a problem is to work to alleviate the customer’s sense of injustice—of having been wronged or let down. You do this through the attitude you convey, certainly, but you also do it by providing something extra. You can find a way to restore the smile to almost any customer’s face, whether it’s a free upgrade or a more creative offering, like one on-one consultation time with an expert on your staff. 

Ideally, the ‘‘something extra’’ you come up with will change the nature of the event for her: your special and creative efforts on her behalf will come to the foreground in the picture of the event she paints for herself and others, online or off, and the initial problem will move to the background.

Follow Up If you’ve handled the problem yourself, check in promptly with the customer after the intended resolution. This underscores your concern. and also lets you catch lingering unresolved issues.

Immediate follow-up is also important when you have reassigned (handed off) the customer’s problem to somebody else: Did the customer end up being (and feeling) taken care of by the technician to whom you assigned her issue? Youll only find out if you check back in with the customer. Besides, customers want you, their original ally, to follow up with them on such questions, not just somebody over in, say,  IT, not even if you know for a fact that the IT person is best equipped to help.

Step 4: Document the Problem in Detail. It’s natural to want to give yourself a breather after solving a customer’s problem. Still, it’s important to record, every single time, the details of what went wrong—promptly, before the memory can fade or become distorted. I call this “the deposition.” Be scrupulous: The only way to prevent serious problems from recurring is to document the problem for careful analysis later.

Your goal in using this documentation is to identify trends or patterns that hint at underlying causes. For example:

  • You might notice that a problem tends to happen around 3:30 p.m. on Wednesdays when Billy is on the job. This could lead you to consider whether Billy may have missed a particular training module.

or

  • It happens only between 8:30 and 9:30 a.m., which leads you to notice that a freight elevator is always under maintenance at that time, creating unacceptably slow service.

or

  • The complaints are always about rear wiper blades you sell, but only in your Eastern and Midwest franchises, leading you to discover an interaction between salted roads and the particular rear blades you stock.  

When It’s Time to Break Up With Your Partner

????????????????????Not every business partnership is meant to last forever. Some partnerships start off well, but as the company evolves, it outgrow its usefulness. Here are the typical bad signs of an impending breakup:

1. Respect and trust are fading.

The basis of any partnership is respect and trust. You may no longer respect the skills your partner brings to the company. You may no longer trust your partner to deliver the results that are needed to be successful. You may be hearing things from other employees about what your partner is saying behind your back. 

2. Your skills are no longer complementary to your partner.

You may have gained their skill or other employees in the company may have picked it up and excelled at it. Either way, your partner’s talents no longer seem so critical to the success of the company.

3. Communication has broken down.

You no longer talk to each other. It seems like the only conversations you do have are via email, text or through other intermediaries.  The talk keeps moving away from the goal in your business to one that is getting too personal. Every conversation with your partner seems to end in an argument. 

4. You disagree on how to spend money.

You and your partner now want to invest company resources in different things. Perhaps you want to reinvest in growing the business and he/she wants to harvest by taking much of the profit out.

5. You want to work on different things.

You no longer agree on the strategic direction of the company and it keeps the team divided. In fact, more and more there seems to be two teams inside the company- yours and his/hers.

6. You think you work harder than your partner.

In the early days, it was the two of you all the time. You continue to grind away at the business, but it seems like your partner is kicking back a bit too much and is never in the office.

How to transition:

Breaking up is always hard to do. Start by communicating the obvious and review the six points above with your partner. Discuss privately each other’s view on the problems. Agree to keep employees, customers and vendors out of this private conversation.  Look for resolutions. Consult your shareholder agreements for buyout procedures and other remedies. Go to an advisor that you both trust to help with the transition.

How did your breakup go with your partner? What were the first signs?


Are Smart Phones Killing your Employees’ Soft Skills?

?????????????????????????????????????????If anyone tries to convince you that the abbreviated language known as “social media slang” is appropriate for business, DBTS (translated: don’t believe that stuff).  I’m not saying that it has no use — it might be helpful if used judiciously in a tweet from your company Twitter account or in a quick text message.  But anyone who represents your company needs the capacity to write correctly — and exercise a degree of courtesy and respect during face-to-face communication.  Unfortunately, smart phone mania may be robbing younger workers of these abilities, known as “soft skills.”

Of course, during a time when customers want everything right now, employees with 24/7 connection via smart phones can be major assets to your business. But just as you have to train them about the processes that they need to know to do their jobs, you may need to include a little education in soft skills as well.

Re-teach the Basic Writing Skills That They Have Forgotten from School

These days, no one expects electronic messages to be error-free.  In fact, now that many email messages are written on smart phones, many people put a tag at the end, warning, “Sent from my smart phone.  There will be typos.”  But when typos, misspellings or grammatical errors make it into formal business documents such as bids and proposals, your business can be significantly affected.  At the very least, unprofessional wording can alienate prospective customers.  Even worse, your business can take a major financial hit when an unclear sentence is misinterpreted to your company’s detriment.

Everyone in your company needs to adhere to basic writing standards.  They also need to understand that spell check is an absolute necessity, but proofreading is equally important (unless you have managed to remove every dirty term from the word processing dictionary).  For formatting and overall tone, you can provide them with samples of great documents or even a style guide for documents.  But until they have your complete confidence, have a designated person with strong writing skills review all documents and have the employees make corrections so that they can learn from their mistakes.

Texting Does Not Replace Face-to-Face Communication

The brevity of a 140-character tweet or a text message does not lend itself to highly courteous communication.  Tweets in particular are known for their often-snarky tone.  But when your employees interact with the public, you don’t want anyone to flash back to a certain soup seller from Seinfeld. Your employees may need a few verbal communication lessons in a safe environment before you release them to represent your company in the real world.

Role play sessions can be fun (or at least tolerable) and educational for employees.  Whether you set up activities in lunch sessions (you bring the pizza) or as part of company meetings, everyone can learn something new about interacting with others.  You can run the gamut of scenarios — from greeting customers at the door to cold-calling prospective customers.  Then, encourage group discussions to gain benefits from the viewpoints of a variety of people with their own personalities and sensitivities.

Everyone Benefits from Feedback

You have probably heard the old adage, “praise in public, criticize in private,” but well-placed public critiques can help improve the communication skills of your entire work force.  Unless every employee is a Miss Manners fan, there may be occasions when you receive a valid customer complaint.  Of course, you don’t want to gather the troops together to announce that Customer A complained because John said this or Mary did that.  But complaints can point out the need for more finesse in one area or another, and everyone can benefit from this type of feedback.  By all means, make it public.

Soft Skills Begin in the Workplace

Putting a group of employees in close quarters for 40 or more hours each week can add stress to the environment.  Unless you want your workplace atmosphere to resemble a dysfunctional family Thanksgiving dinner, everyone in your company will benefit by learning how to communicate effectively.  AAMOF (as a matter of fact), they may be 4ever gr8ful.


Nextiva Tuesday Tip: How to Get Control of Your Email

Is your email out of control? Are you constantly checking it on three different devices and feel like you never get out from under the avalanche? If your emails seem to be multiplying like rabbits, don’t despair—there are ways to get a grip and get back control of your life. Not all of the following tactics will work for everyone—but some should work for you.

  • Avoid checking email first thing in the morning. If you find that email sucks up your time and keeps you from accomplishing big projects, try designating the first hour of your day as email-free. Just be sure you use that time to work on key tasks that are crucial to your business—not busywork or checking Facebook. By dedicating a solid hour a day to focused effort, you’ll be amazed how much more you get done. (Disclosure: I offer this advice because so many time management people put it on their lists of must-do’s. Personally, I always check email first thing in the morning. To do otherwise seems counter-productive to me.)
  • Turn off email notifications. If your computer or smartphone dings every time you get a new email, no wonder you’re going nuts. Turn off notifications so you can focus instead of being interrupted every two seconds.
  • Set times for checking email. It’s human nature to seek out the new and exciting. When we’re bored or stressed, it’s natural to check our email to see if anything more interesting has come along. You’ll get more done if you set a few specific times of day for checking email—for example, one hour into your day, right before lunch, early afternoon and near the end of the day. If you let your team know about your email habits, they won’t panic when you don’t respond immediately.
  • Use filters, folders, rules and other tools. Whether you use Gmail, Outlook, Apple Mail or other program, investigate the tools available on your email program to help manage email. Spending a few hours now learning how to automatically sort emails into folders, set rules for what to do with emails and using filters to ensure you don’t miss important emails (and don’t waste time on pointless ones) will save you hours each day in the end.
  • Automate and delegate. If you frequently answer the same types of emails, such as a certain kind of customer inquiry, creating templates with stock language you can edit quickly will save you time. Or delegate these standard replies to an assistant (real or virtual).
  • Pick up the phone. Sometimes we spend hours going back and forth on email when a simple phone call would solve the issue in a flash. Never minimize the value of in-person communication.

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Nextiva Tuesday Tip: 5 Customer Service Trends You Need to Know About

In the pioneer days, customer service at the local general store meant a friendly greeting and wrapping a purchase in brown paper tied with string. Today, customers’ expectations have become far more sophisticated—and so has customer service. Here are some of the top customer service trends today, as identified by Forrester Research, and what they mean to your business.

  1. Customers want “pain-free” service. Basically, this means making it easy for customers to get the help they want, anytime, anywhere. For example, customers now expect to be able to use a variety of communications channels to get customer service. Voice is still the number-one channel used for customer service, but self-service, chat and email are all gaining in popularity. Moreover, customers expect the same level and quality of service, whether they’re using the phone or live chat. Finally, they expect to be able to start an interaction in one channel and seamlessly complete it in another.
  2. Stocksy_txp6f31b4d2H08000_Small_165665Customers are going mobile. Most customers expect to be able to interact with customer service on a mobile device. It’s important you don’t just present a smaller version of your desktop website on mobile; instead, use responsive design to ensure customers can view and interact with your site whether they’re on a tablet, desktop or smartphone. For mobile, your customer service interface should be simple, intuitive and easy to use.
  3. Customer service is getting proactive. One big trend Forrester noticed: Nearly one-third of bigger companies plan to invest in proactive outbound communications with customers this year. For your small business, that could be anything from calling customers to follow up after a sale, to randomly surveying customers about your service, to using shopping cart software that reaches out with an invitation to live chat when customers’ actions indicate confusion.
  4. Companies are moving customer service to the cloud. More companies are relying on cloud-based, SaaS solutions rather than installing software. This enables them to keep current on changes in customer service and maintain fluid databases with new knowledge about how to handle customer problems and inquiries.
  5. Companies are incorporating self-service. Forrester reports that 67 percent of consumers use web self-service knowledge to find answers to their questions. Savvy companies are looking to supplement their own knowledge bases with user-generated content, which enables customer service employees and customers alike to find answers to a wider range of questions and problems more quickly. 

Experience Your Business the Way Your Customers Experience It

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker.

Every day you’re in business, take some time to make sure you’re experiencing what doing business feels like, looks like, sounds like, tastes like, smells like as a customer.

Even great companies fail at this, more often than they realize.

A simple example

Here’s a simple example of what can go wrong, and why.  Do you ever wonder why it’s so often chilly in your favorite restaurant?  Even the great Charlie Trotter’s restaurant was notoriously frigid, for all the warm service you received as a guest there. 

The reason is this:  Restaurant work is hard, active work.  Restaurants are staffed by employees who are on their feet, hustling, working their rear ends off.  Good employees. Helpful employees. But employees who most likely don’t realize that sitting down, expending zero calories as you wait for your caloric infusion (dinner), is going to cause a guest to have a different sensibility relating to comfort and temperature.

It’s not always simple

Striving to see things from your customer’s perspectives has some inherent traps. If yours is an unusually innovative company or trying an unusually innovative approach, sometimes you will throw intentional or unavoidable obstacles (a steep learning curve, for example) in the way of your customer.  This means sacrificing immediate sales or immediate ease of use in the interest of ultimate success.  For example:

  • Maybe you have the wrong customers. This is a reasonable theory, for those of us who are truly brave and truly trying something new.  If you’re opening a restaurant with cutting-edge cuisine (sorry about the cascading foodservice examples today—I must be hungry) in a primarily tourist-trappy “Tour Buses Welcome” part of town, it may take time before you are discovered by the discerning diners you’ll truly need for your business to ultimately thrive.
  • Maybe your customers won't immediately get what you're about, and maybe that's ok. If you can see into the future (like Steve Jobs) there’s a chance you can bring your customers with you, not instantly but over time.  Just because a system seems alien on day one doesn’t mean it always will.  Remember how weird having a mouse and no keyboard commands was in the ‘80s until we adapted.  Think about what it was like when ATMs were introduced.

Don’t kid yourself.  Usually you’re being oblivious, not innovative.

Most of the time, this innovating-ahead-of-the-customer isn’t what’s causing your blind spots. What’s going on is more likely that you’re simply unaware of how your business comes across to your customer, how you’re abusing your customer’s patience and aesthetic sense while the poor customer is trying to do business with you. 

You need to become aware of, and then eliminate:

  • Elements you intend to be simple that are actually confusing

For example: Does your website violate usability rules and expectations?

  • ​Elements you intend to be easy that are arduous

For example: A customer can be in a heck of a bad mood by the time they even get into your store if they find it hard to find parking, if your address is unclear, if your hours are incorrectly reported by Google or Yelp. 

  • Elements you intend to seem trustworthy and straightforward, that don’t come across that way to your customers

For example: Pricing that a customer assumes to be all inclusive but that requires extra charges to be complete. (Charging for wifi may seem reasonable to a hotelier, since she knows what it cost her to install the system, but it won’t seem that way to a hotel guest.)

How do you get there?

Well, there’s no "we are there now—we’re done“ in customer service. But it’s a process you have to start, and continue, forever.  Including:

  • Park where where your customers park
  • Come in the same entrance your customers come in
  • Read what your customers read (for example online reviews of your company — and of your competitors); don’t assume their journey with your company begins on your website or at your front door
  • Use the public website for your company, logging in as customers log in (no insider override here, please).

Amazon box as delivered by UPS/ copyright Micah Solomon micah@micahsolomon.com

(c) micah@micahsolomon.com

Wonder why amazon.com is such a powerhouse?  Well, there are a lot of reasons.  but here’s one you probably only think about if you live in the Seattle area:  Amazon has 80,000 built in customers.  Literally everyone who works there orders from them, the same way the rest of us do.  And these 80,000 users catch issues fast, suggest improvements minute to minute and day to day (which are then often acted on right away).

There’s one more element to it.

There’s value in getting to know your customers outside of their interactions with your company.  In other words, finding out what the rest of their lives look like.  This isn't easy either, but it’s important. Otherwise you can only create an environment that is comfortable for people who are more or less similar to you. To give you a simple example of this: I worked with some car dealers recently who had the most male-defined waiting rooms you can imagine.  Although more than 50 percent of their purchases (and, I’ll bet, even more of the decisionmakers on purchases) are women, the overwhelmingly male managers were who had picked out the furniture and even the magazines for the weighting areas.  They would have done better to have someone (most likely female) who understood the norms and expectations of their customers a bit better.

Seeing your business from the viewpoint of your customers isn’t easy, and won’t always come naturally.  But it’s worth it. 

 

© 2014 Micah Solomon


How Spreadsheets Can Turn You into a Business Super Power

Posted on by Carol Roth

supermanphoneboothWhen Clark Kent runs to a phone booth and emerges as Superman, a competent, mild-mannered news man begins using an entirely different set of skills to save the world.  These days, phone booths are a rare sight, but you don’t need one to develop business super powers.  By embracing the capabilities of spreadsheets, you gain skills that help you wear the many hats (or capes) that you need to run a successful business.

You are already well versed in providing your goods or services to happy customers, but any business requires you to be equally adept at planning, organizing, analyzing, reporting and countless other activities.  So, update your superhero wardrobe and toolkit by replacing your many hats with a single spreadsheet cape that helps you super-charge your capacity to handle any type of business task (although I don’t recommend going with the superhero look of wearing your underwear over your pants). 

Here are a few great ways that you can use spreadsheets to “save the day” in your business.

Handling Administrative Tasks Faster than a Speeding Bullet

Like me, you probably view administrative activities as the evil villain in your business day.  How many of your filing cabinets contain nothing but time sheets, expense reports, travel advance requests and other forms that your employees use to keep track of administrative issues?  And how many employees spend countless hours checking the math and making sure that these forms are complete? 

Spreadsheets to the rescue!  When you switch from paper to spreadsheets for your business paperwork, you can release floor space for better uses than paper filing, while freeing employee time (or your time) for more valuable tasks.  Since my college days, Microsoft Excel has been my spreadsheet of choice (which may explain why the company is now one of my clients), so that’s what I recommend.  Microsoft Excel provides an amazing array of helpful templates when you create a new spreadsheet.  Heck, they provide over a dozen templates just for employee time sheets.  But on the off chance that you cannot find the template you need, you can probably find it online on Microsoft’s Templates page.  Browse these templates to get inspired on how you can streamline your administrative duties.

Planning and Reporting with X-Ray Focus

Spreadsheets make planning and reporting easier, more accurate and more collaborative.  By building in assumptions and using formulas for calculations, you can easily test different scenarios, such as what happens if you were able to generate a cost reduction for a key client or what happens if you doubled your revenue.  By copying the current year’s formulas, you can also project future years without having to recreate the wheel each time, which saves you time.  And your customers, lenders and accountants won’t need X-ray vision to find or understand the information that they need.

And, of course, templates are available to help you create everything from startup business plans to just about any type of financial report that you can imagine, so you don’t even need to create them from scratch. 

Use the Power of Charts and Graphs

Analyzing data can be valuable for companies to see trends and deficiencies.  Whether you have one client that is accounting for too much of your business and creating additional risk, or a continual increase in your expenditures of professional services, sometimes it is easier to see with the visual presentation of charts and graphs.  Using spreadsheets, you are just a few clicks away from converting that dry data into colorful charts and graphs that instantly make data evaluation a snap. 

Not only do charts and graphs make it easier for you to analyze data, they are great for transforming presentations as well.  

Whether you do it all in your small business or even if you have the luxury of delegating number crunching to an employee or two, your business needs consistent, accurate and professional-looking information to grow and prosper.  I hope that you will use these suggestions to replace drudgery with productivity.  Then, continue the adventure by finding many other ways to use spreadsheets to make the switch from mild-mannered business owner to business superhero.




 
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