Support, Support, Support, Support. Support !
What the single biggest irritation when dealing with telco’s, ISP’s, utility companies and so on?
Support.
What’s the most expensive and hardest thing for a company that grows to tens of thousands of customers to do?
Provide truly great support to all our customers.
Let me take this opportunity to introduce you to our new Customer Care team, pictured below.
So, what do you think?
Okay, so that’s not REALLY our new Customer Care team … but I think it’s important we can poke fun at ourselves from time to time.
The truth of the matter is that strategically we’ve decided satisfied customers isn’t good enough. Our focus isn’t quick + cheap, lots of new signups - it’s retention. We want to go above and beyond, we want to delight customers. We don’t do a lot of advertising, our leads come from referrals. (Note: I’m publicly on record saying 2006 wasn’t the year we achieved customer-wide satisfaction, so we have no delusions of adequacy here, rather business -re-focus.)
Granted it sounds like marketing waffle; and every company say they provide excellent support. But that’s bull-shitake and we all know that. So we strategically decided to invest -heavily- in making sure we can deliver on that promise. BUILD OUR BRAND ON THAT PROMISE.
So this short post is really to announce a new team has been created - 8 people, all from a web software background, to answer email support tickets. That is alongside the Infrastructure Team in the NOC who provide Premium Support, and the Customer Experience Team that provide dedicated phone support.
I’ll get some photos of the REAL team members up soon!
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Hi Ed. This is Colm from the In Fact, Ah blog. We are a customer of yours and I’d like to thank your staff for solving a problem we had whereby our disk quota was set to 300MB since we signed up over a 1.5 years ago. But we were supposed to have had 2500 MB all that time? When we contacted you guys, you resolved this error really quickly.
Hi,
Have to agree with you there about 2006 and glad to see that you can admit it!
Looking forward to seeing the technical and customer support back to its previously high standards.
Andy
Thanks Andy … I hope you’re already seeing results!
Well.. We’re waiting on the accounts team replying to a billing issue ticket from last Tuesday 17th April, so we’re hitting one week tomorrow. When do the new changes come into play
?
Hello! Good Site! Thanks you! rsruwonijqjn
“So, what do you think?
Okay, so that’s not REALLY our new Customer Care team … but I think it’s important we can poke fun at ourselves from time to time”
… so you poke fun at a lot of old folk! Implying what? That old folk are stupid, inept etc.
A bit more maturity on your part would not go amiss
I guess you are making fun (or a fool) of yourselves but not in the way you intend.
That’s what I think..thanks for asking.
Have to agree with the above post. Your photo of aged people misses the mark.
What’s funny about employing elderly people?
A group of experienced people sitting together answering a support query may be the comprehensive support you need!
Pity that you did not tell people about your plan upgrade. now your customers cannot upgrade their plans. Obviously this was not an overnight decision, so you could have informed people.
I recently wanted to upgrade my plan from “personal” so that I could add new customers. Now I can’t and your support tell me that I need to create a new account, and I will not be credited the money for paying up front, for one year, on the old account! Support also dont seem to care that I now have to have two accounts for nearly one year, and why should they? You are making me pay for the two!