Communications Should Provide Ongoing Support

Posted by Kimberley Drobny, Vice President, Marketing

April 19, 2016; 3:30 PM

Too many phone system providers today define support as a getting started training and a user’s manual.  That’s like saying the investment in a healthy marriage ends after the honeymoon. Phone systems change, new features get added, new employees join a company and business communications needs change. Just like marriages take ongoing investment by both parties, the support a business receives by its phone system provider should be ongoing for the life of the relationship.


Easy installation, amplified through simplified training


Most people understand how imperative support is when a phone system is new. Unfamiliar features and procedures can send your business communications spinning until every employee has mastered the new system. It’s a process that can easily become frustrating without the right level of support from your provider.


Even though the system may be intuitive, users may not understand every feature instantly. Learning a new system is a process, so at ESI, we take care of the installation process and also provide training when you first get your new phone.


Ongoing support to maximize feature utilization


Support shouldn’t end with installation help and a system overview. Ease of use doesn’t always happen intuitively – no two phone systems are alike, and guidance from your provider goes a long way. Users need to have access to information at their fingertips, because when you need to know how to do something, you need to know now. Also, mastering feature additions and upgrades on an ongoing basis ensures the phone system is continuously being used to its full potential. Through ESI’s eHELP, customers can quickly and simply access the latest information right when they need it.


eHELP is a cornerstone of support and customer satisfaction, available through the touch of a button. Unlike other providers that offer a combination of instructional documents and supplementary over-the-phone training to your company’s IT person, eHELP empowers you to access information immediately and independently so you don’t have to rely on someone else. This eliminates the frustrating process of jumping through hoops and waiting for a response from a support rep.


Just like understanding your spouse is an ongoing process, so is learning all the nuances and subtle assets your phone system offers. At ESI, we send out monthly tips and tricks on how to take advantage of a full range of features, such as conferencing, device management, adding or managing contacts and more. Falling in love with your phone should be renewed with ever-growing value.



At ESI, we believe that you should have it all – a communications solution that is comprehensive and simple to use. And our commitment to fostering the positive relationship you have with your system is enduring, not limited to the honeymoon phase. You should expect a provider that is there for you with ongoing support and education. With ESI, that’s exactly what you get.

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Topics: Cloud Communication, mobility