Hosting 365

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!