I like that Bandwidth has great technicians and a developing portal that makes it easy to track calls and telephone numbers. It saves me a significant amount of time that I would otherwise spend researching different issues related to our voice customers. The portal consolidates all of the data, making it easy to access. The voice quality, technical support, and pricing are much better with Bandwidth than what we experienced with Vitelity. The initial setup of Bandwidth was very easy for us, as we just created our existing accounts in the Bandwidth portal and worked with them to transition our numbers into their system. Review collected by and hosted on G2.com.
The new ticketing system we've struggled with; they need to be able to add or modify that as issues come up. One thing would be being able to add or CC additional people into the ticket once it's been opened. Another would be to display the text in a more readable format once the system emails the ticket creator(s). Review collected by and hosted on G2.com.
Hey Bob,
Thank you for sharing such a detailed review. It’s fantastic to hear that our portal and Insights tool are saving you time and that your migration experience was smooth. We take a lot of pride in our people and how we serve our customers, so I’m thrilled to see we have made a positive impact on your operations.
I also appreciate your candid feedback on the new ticketing experience. While we do allow adding CCs during ticket creation, we are exploring ways for you to easily add colleagues after a ticket is already open.
We’ve been collecting feedback from our customers and both items you mention are on our radar. You can expect to see more communication from us soon sharing our roadmap and the specific improvements we are delivering to the ticketing system.
Thank you for trusting us with your business,
Matt Ruehlen Sr. Director, Voice of the Customer
