New Sales vs. Retention: Why the Smartest Growth Strategy Does Both

In the VoIP industry, it’s common to see providers chase growth with aggressive ad-spend and marketing campaigns. Their focus is almost exclusively on new sales—driving customer acquisition at all costs. While this can create short-term growth, it often comes with high Customer Acquisition Costs (CAC) and, more importantly, neglects the critical factor of customer retention.

At Votacall, we take a different approach. We believe sustainable growth comes from a healthy balance: acquiring new customers while ensuring that existing customers are supported, engaged, and positioned for long-term success. Our retention strategy isn’t complicated, but it is intentional—and it works.

A Retention Strategy That Matters

1. A Purposeful Onboarding Process
The first experience a customer has after signing is the most important. Our onboarding process is designed to align expectations, eliminate friction, and ensure that both the technology and the pricing are fully understood from day one. This sets the foundation for a long-term relationship built on trust. Explore our onboarding process →

2. 24x7 U.S.-Based Support
Retention isn’t about waiting until there’s a problem—it’s about being available when customers need us. Our customers have access to a U.S.-based support team 24x7, ensuring that questions are answered quickly and issues are resolved without delay. Reliability and responsiveness are the pillars of customer confidence.

3. Continuous Education Through Webinars
Technology is only as powerful as the people who use it. That’s why we invest in ongoing education. Through our webinar series, we help customers stay current, learn new features, and maximize the value of their phone system. See upcoming webinars →

Why Retention Can’t Be an Afterthought

Customer acquisition may drive immediate growth metrics, but customer retention is what sustains an organization over the long term. By focusing on both, we’re able to lower churn, strengthen relationships, and generate new opportunities through referrals and advocacy.

At Votacall, we see retention not as an afterthought, but as a strategic advantage. When customers feel supported and informed, they don’t just stay—they grow with us.

Growth is not about choosing between new sales and retention. It’s about building a strategy where both reinforce each other. That’s how we create long-term value for our customers—and for ours.