Most of your customers have no idea what their VoIP system is capable of. They don’t wake up thinking, “You know what I need? Call sentiment analysis and CRM integration.” They’re busy running their business. And unless you show them what’s possible, they’ll keep thinking VoIP is just about dial tone.
Key Takeaways
-
Your customers don’t know what they don’t know—educate them in small, simple ways.
-
Use email campaigns and QBRs to plant micro-messages that spark future conversations.
-
“Stickier” customers lead to higher retention, referrals, and MRR.
-
Call features like reporting, recording, and CRM integration aren’t just enterprise tools—they’re customer experience upgrades.
The Moment It Clicked
RingLogix Partner, Carl E. nailed it on the call:
“We were super busy. One, and two, customers didn’t ask for it. But then we realized we needed to be a stickier vendor to retain our customers.”
That mindset shift—from waiting to be asked to showing what’s possible—is the difference between reselling VoIP and growing a long-term business.
Carl and his team started inserting small, specific messages into their monthly emails to customers. No pressure, no hard sell—just, “Hey, did you know we can help you track which of your marketing numbers gets the most calls?” And eventually, those messages turned into real interest, real conversations, and real revenue.
“It’s like throwing it up against the wall,” Carl said. “And eventually you start getting those calls, asking, ‘Hey, how about that call center application?’ That’s how it worked for us.”
Most People Don’t Think They Run a Call Center—Until You Reframe It
Here’s the thing: a plumbing company with a phone number on the side of the van isn’t thinking about “contact center solutions.” But when Jaime reframed it like this:
“They’re marketing their number. Their customer has to call them to receive the service. That’s tracking inbound call flow—that’s a customer experience opportunity.”
Suddenly, the conversation shifts. Now you’re not selling a product. You’re helping them make better staffing decisions. You’re giving them visibility into who’s helping customers and who’s letting calls ring out.
And once they see that value, the upsell writes itself.
Micro-Messaging Wins the Long Game
Let’s call it what it is: micro-messaging. You don’t need to walk customers through a full demo in every email or QBR. Just drop the hint:
-
“Did you know you can run reports on missed calls by employee?”
-
“Want to see who your top performers are based on inbound calls?”
-
“We can connect your phone system to HubSpot. Want to test it out?”
They may not bite today. But when they’re ready, they’ll remember you brought it up first.
Customer Experience = More MRR
Everything we’re talking about—call recording, whisper/barge for quality coaching, cradle-to-the-grave reporting—it all ladders up to a better customer experience.
And that’s sticky.
“You guys all do this for a reason. It’s not because you’re bored, right?” Jaime said. “It’s for monthly recurring revenue.”
By proactively showing your customers what their system can really do, you’re not just adding features. You’re helping them grow, and that growth sticks with you.
Be the Expert They Didn’t Know They Needed
If you’re waiting for customers to ask about advanced features, sentiment analysis, or CRM integrations—you’re already behind. Start planting the seeds now. Educate in small, strategic ways. And when they’re ready to level up, you’ll be the one they trust to take them there.
