Each day I work with multiple software applications including email, Office applications, ERP and CRM applications as well as my Internet browser. Expert at some and novice at others, they all produce results and either make me more efficient or increase my level of frustration. All of my employees go through the same each day using the tools the company has provided, and they too are either efficient or frustrated.

For my employees, the applications they are most efficient in and least frustrated with are the ones that the company has spent time documenting and providing training on. For me, the applications that work best are those that I have invested my personal time in learning and playing with, and those that come with user-focused documentation. More often than not, I get the most use from an application when I pro actively read the manual and learn what it can do and how it is intended to work.

Take a digital camera. Think about its manual, when you read it and how the product works before and after your time with the manual. We all know how to use a camera these days, turn it on, press the button a little until the camera focuses, and press harder when ready to snap the picture. Simple and easy, nothing to it. The only time most people read the manual is when it stops working or there is something stuck on the LCD that we can’t get rid of. The camera manual isn’t very large nor that complex. When we do read it to find the fix for the problem, generally all of the content surrounding the fix contains information unlocking the features of the camera that we either don’t use, don’t understand or didn’t know existed – perhaps all of these. After 30 minutes of manual reading time, I now know all that my camera is capable of and have learned how to fully utilize the product. As a real life example, I now get 100 percent more usage and enjoyment out of the camera with 95 percent less frustration when things do go wrong. The same applies to my television, washer and dryer, my car and even my microwave. I read the manual and learned that there was a flashlight in my car’s glove compartment. That would have been nice to know a few years ago when I bought it and had to change a fuse using my cell phone for lighting.

Back to software applications; the same logic and experiences apply. You can check the help file when things go wrong, and you can struggle through trial and error when learning new tricks, or you can stop and spend 30 to 60 minutes reading the manual. Over a very short period of time you will recoup your 30 to 60 minute investment, and you should be that much more efficient, less stressed and the benefits gained will be carried with you so long as you need to use that application.

As an employer, I encourage the staff to read and self-educate constantly. We pay for training, books and time to learn; it is highly encouraged and equally rewarded. I am as guilty as the next when it comes to not always taking time to read the manual, but understanding the value and seeing the benefits firsthand will help ensure that I do take the time, without making excuses for why “I don’t have time to read the manual.”

VoIP Supply, announced today that it has been nominated as one of the Best Places to Work in Western New York for 2008. The Best Places to Work in Western New York nominees were selected based on nominations and feedback from employees across the Western New York region. This is VoIP Supply’s second nomination in as many years.

The award, sponsored by Buffalo’s Business First newspaper and Quantum Market Research, looks to recognize companies in the Western New York area that foster the best and most innovative work cultures. The winner of this year’s Best Place to Work will be announced on April 8 at an award luncheon in downtown Buffalo, NY.

“Being nominated as one of the best places to work is truly a reward,” said Benjamin P. Sayers, President and CEO of VoIP Supply. “Creating an environment where people can succeed and chart out their own career path, where they can contribute and be heard, and where their every task makes a recognizable difference, is an exciting opportunity for me. Our environment attracts wonderful people who are the core that makes this company a great place. I give thanks every day to my staff, those who truly make this one of Western New York’s Best Places to Work.”

For more information about VoIP Supply and potential career opportunities, please visit www.voipsupply.com.

Email is never enough.

Like many people, so far this week I have received in excess of 5,000 email messages, combining spam with useful communications. A few times this week, and every week, bad things have happened as a result of the “email assumption(s)”. First, several messages were never received and were trapped in a spam filter. The sender assumes I read it and is left hanging with no reply. Secondly, a few messages have been read and interpreted in a manner vastly different from the intended message. It happens to everyone, so why make the assumptions?

VoIP Supply has taken a proactive approach lately in enhancing its communication methods and no longer following the trend of making an email assumption. To the contrary, we are taking the stance that our email messages are not received and are placing a call to each customer to ensure that they are aware that we have shipped their products, and that we have emailed them both their invoice and their tracking numbers. Should they want them immediately we can provide the tracking information right over the phone.

VoIP Supply is also taking the position of not sending any negative messages by way of email. Some examples are the decline of a credit card, back order of a product and discrepancy in pricing or taxes. Any messaging between VoIP Supply and its customers, other than positive order status updates, is to be made by a live person capable of explaining and resolving any hurdles.

Our customers are our greatest asset and deserve to be treated as such. Email has its place, but a phone call will always provide better service and a more remarkable experience.

Phone Orders versus Web Orders

Do online shoppers trust the internet when they have to make high dollar purchase decisions? A high dollar purchase decision is relative to each person, and some people tend to feel more comfortable than others when spending hundreds online. Seemingly, most prefer to pick up the phone and call the 1-800 number displayed on the site to place an order over a certain dollar amount. At VoIP Supply, phone orders average twice that in dollar amount over web orders.

What would encourage you to shop more online? Ecommerce-guide.com conducted a study that shows both new and seasoned internet shoppers would shop more online if the following top four factors were better controlled:

1. Protection of credit card information against fraud
2. Reasonable shipping/handling fees
3. Assurance of the privacy of personal information
4. Guarantee that the product ordered will actually arrive

Consumer trust while shopping online is significant, and well worth its weight in gold. Ultimately, proper branding of your e-commerce store should ensure consumer trust. If people feel comfortable buying from your online store by calling the 1-800 number displayed on your site, then why don’t they continue to “check-out” online – either way they’re still buying from you, so why is ‘trust’ such a big deal?
Our site, VoipSupply.com displays multiple icons verifying our security. These include the Thawte and Hacker Safe certificates, along with PayPal and Authorize.net verifications. We also display logos noting our businesses achievements and awards such as our inclusion in Inc. 500 among others. Even with these emblems of trust, prominently displayed throughout the entire site, we continue to see buying trends favoring phone orders over web orders.

Data displayed was collected for VoIPSupply.com during 2007

Why do people call the 1-800 number to place an order, instead of clicking the “check out” button? Consumer trust isn’t necessarily the culprit. The VoIP industry is still new –comparatively to analog phones that have been around for over a century. Naturally, people have questions about VoIP. It’s easier for them to call the 1-800 number on the site, get their questions answered and place their order – they’re killing two birds with one stone. Proactively, we’ve compiled a list of frequently asked questions (FAQ) on the site to help our customers make a more informed decision.

There is a slight difference in online shopping trends with new users compared to seasoned internet users. Seasoned users are more prone than new internet users to try new e-commerce stores. This is good news for start-up sites, much like our sister site IP Camera Supply, which is seeing a similar trend in bias favoring phone orders over web orders.

Data displayed was collected for IPCameraSupply.com during 2007

Bottom line, people are going to stick with what they know, and shop where they trust. If people have questions about new technologies, trends show they’re more likely to call in to place an order. From my research, web orders can increase over time by stressing customer service. If people have a fantastic first time shopping experience with us over the phone, they may be more prone to “check-out” through the site next time around. Placing a web order usually saves the customer valuable time. And that’s what we’re here for, making life easier through VoIP.