What do you like best about the product?

There are a lot of versatile options to Vonage. They have text messaging, call blocking, virtual receptionist, mobile app access, call parking, and electronic fax service.

What do you dislike about the product?

Speaking from my 15 years in the customer service industry, Vonage has the most inefficient service team I have dealt with. I have been a customer for nearly 4 years and have had to communicate with Vonage countless times. They do not respond to e-mails. They do not respond to online submitted help tickets. The technicians on the phone either tell you something wrong or do not know the answer, the latter usually causing the former. The account representatives also have shared misinformation about their services, or have not presented full information that is important to your order. No one seems to fully understand what you are looking for, and if you have to call them back, then you are starting over from scratch, even with a help ticket, because the next person doesn't usually understand the issue. This is not a one-time experience. I have spoken to Vonage many times over the years of our service and have set up dozens of their phones. We usually just compromise with the shortcomings because I cannot get Vonage to come to a resolution about something.

What problems is the product solving and how is that benefiting you?

Vonage allows us to use the text message system on all our computers, which helps us communicate with our customers very efficiently. Vonage allows us to take calls from any mobile phone via the app, and this helps us with our mobility around our business. Vonage allows us to customize our messaging when customers call our business.