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Business Voice, Data & Internet Services

FAQ's

Frequently Asked Questions

Who Services My Account?

One of the most notable issues is the lack of “effective” customer service for small to medium sized commercial accounts. Customers have long complained that telecom service providers have neglected “current customers” at the expense of ramping up revenue. Most cannot name their account representative because they change every 6 months or so.

At Key 2, our systems were developed to cope with customer service first, not as an afterthought! Our vision emphasizes minimal customer churn, by ensuring our sales staff and internal systems focus on your needs after the sale.

The Key 2 sales team is compensated upon customer retention, not ramping up revenue.

I Need a Solution For My Business!

Key 2 sales staff can provide effective consulting advice on your Telco services because of Key 2’s ability to provide various carriers, both on Voice, Data and Internet. We can offer the best solution depending upon your location and requirements!

How Many Bills Do We Currently Receive?

In many cases, commercial customers receive 2 or 3 different bills for all Telco services. You only need to cut one cheque with Key 2. ONE easy to read bill is sent to the customer in PDF format. Additionally, Key 2’s billing platforms are tailored to commercial traffic requirements. We have the ability to customize rates and billing summaries to suit your company’s needs and help your organization become more profitable. If your organization has 3-5 international countries heavily called, we can adjust our billing system to provide better rates on selected destinations. One of the many ways we help our customers become more competitive.

If I Have Any Problems –Who Takes Ownership?

Key 2 emphasizes customer service by ensuring a warm voice on the phone to discuss your issue. The customer service rep will work together with your dedicated account rep to identify the fastest method of resolution. Your customer service team will own the problem until you are fully satisfied.

I Cannot Remember the Last Time I Heard From My Account Representative!

Many customers complain that the only time they see their account reps is when they sign a new agreement, and/or when their contract renews. Often customers have a different contact when their contracts are completed. Key 2 gains a good portion of its’ business based on the fact that we contact our customers a minimum once per quarter with Key 2’s dedicated representative. Your relationship with your sales rep is on going.

Who Takes Care of My Telephone System?

Key 2 works with a selected group of Telephone Interconnect companies to further bring value to our offerings. We work hand-in-hand with these companies to ensure your services are correctly installed. For example, if an issue occurs, and you are not sure if it is a hardware or carrier issue, Key 2 works directly with the interconnect company to ensure the problem is resolved quickly. Ask your current Telcom provider if they can give you that type of service?


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Look what Key 2’s customers’ are saying...

"Key 2 has helped us reduce our telecom costs substantially over the past 2 years, as well as supporting us with the highest level of customer service… It is very evident that Key 2 Communications cares about its customers."

IT Director

Intercontinental Toronto Centre

"The Customer Support Team over at Key 2 is very responsive to all our needs, both billing related, and to any MAC’s that we have needed… In addition, the sales teams were able to decrease our hard telecom costs by over 22%."

Director, Vendor Management

Tucows.com Co.

"The transition from our old telecom carrier was virtually a seamless process … There was absolutely no downtime and the process was effectively managed by Key 2."

VP Planning and Operations

Citizen Watch Company of Canada, LTD.

"Key 2 has effectively decreased our Long Distance and 800 costs by over 24%, consolidated our billing into easy PDF formats, and has provided trusting consultative telecom advice for the better of our overall business."

Executive VP / General Mgr.

B&J Music