There are many cornerstones to a VoIP Service Provider's Customer Experience. Foremost here, of course, is the audio codec, which directly affects the quality of service. Next is the product's presented image. (Others include: initial expectations, enrollment, VoIP service deployment, call completion, audio quality, dial pad, and technical and customer support.)
Presented Image simply means that a VoIP service provider should be perceived as professional and "personal" at the same time. This is a tricky mix. Traditional telephony service providers have often been seen as cold and uncaring. A deviation here, which can be advantageous to VoIP service providers, is to veer towards a "warmer" image without going off board.
The VoIP service provider should keep a professional front but give emphasis on customer support. It should appeal to good judgement and not to the customer's emotion.
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