A few weeks back, Joe Vasquez of KPIX-TV reported on a story about companies that charge a premium for U.S.-based customer service. As part of his segment, Joe visited ShoreTel’s Sunnyvale headquarters to find out why we took the road less traveled and kept our tech support in the U.S. without charging customers a premium, despite the significant savings available from offshoring.

The answer is simple: ShoreTel is focused on customer satisfaction because we know it’s the best way to build our business. Excellent customer service is a fundamental and strategic element of any successful business.

Our entire company is lined up behind the principle of creating happy customers, which in turn creates a healthier bottom line. The growing number of customer testimonials on our Web site speaks to ShoreTel’s proven customer satisfaction. Having knowledgeable people to support our customers is one means to that end.

As Mark Haynes, senior director of technical services, explained to KPIX, ultimately ShoreTel's customer service is about the interaction of our engineers with our clients. We place the responsibility of customer service with employees who not only understand the technology, but who also understand the people using our technology.

For more insight into our customer service philosophy and our highly disciplined customer satisfaction measurement program, have a look at ShoreTel’s Customer Satisfaction Manifesto, which is every bit as true today as it was when we first published it in 2004.


Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

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