Web Hosting: The Future Of Customer Support – Part 2

Big Business - Does Size Really Matter

This is the second part of our article on Web Hosting: The Future Of Customer Support for the first section click on the  link above.

We need to keep up with the Jone’s and have access to all the latest technology and staff training is an ongoing and never ending exercise. This the one area where size really does matter as the small enterprises feel the pressure trying to keep up with the Big Boys and their toys.

Staff need to be multi-tasking on a scale that would not have seemed possible just one generation ago. Our customer service operatives have to juggle between phone calls, chat session, email, social media and SMS messaging. This also means proper reporting and application of customer-focused metrics.

Multi Tasking - No Problems!
Multi Tasking – No Problems!

Over the passed 5 years we have seen the adoption of social media in the world on biblical proportions. Over 20% of the planets population are now on Facebook alone. It is no surprise therefore that customers are becoming increasingly engaged in this forum and customer service departments have no option but to get involved here to.

This involves more than at first meets the eyes as we are now touching on marketing territory and technical support areas of overlap. It is important to formulate a global social media strategy that has participants from all areas of your web hosting organization.

As client expectations rise, firms have no option but to gear-up into the next-generation territory. Here are three main areas to look at:

social and mobile engagement
cross-channel intelligence
employee empowerment

A lot of improvement has come about through the huge amount of information we can now collate but unless this information is organized and easily retrievable it becomes the very thing that slows us down. It is well known within companies that by focusing on giving the customer what they want, the way that they want it at a price they are happy to pay will increase revenue.

The aim of all company leaders is to know how the customer will react to their offerings and to record and access this huge amount of information being accumulated is aiding in this endeavor. Also when things do not go according to plan then this personal detail should enable customer service personnel to best solve the customers specific problem in a unique and personal way.

To continue this article please click on the link below for part 3

Web Hosting: The Future Of Customer Support – part 3

 

16 thoughts on “Web Hosting: The Future Of Customer Support – Part 2

  1. It’s perfect time to make some plans for the future and it’s time to be happy.
    I have read this post and if I could I desire to suggest you few interesting things
    or advice. Perhaps you can write next articles referring to this article.
    I want to read more things about it!

  2. When I originally commented I clicked the -Notify me when new comments are added- checkbox and now each time a comment is added I get four emails with the exact same comment. Is there any way it is easy to take away me from that service? Thanks!

  3. I’m impressed, I ought to say. Actually rarely do I encounter a blog that’s both educative and entertaining, and let me tell you, you’ve hit the nail on the head. Your idea is outstanding; the concern is something that not sufficient persons are speaking intelligently about. I am really pleased that I stumbled across this in my search for some thing relating to this.

  4. I’d need to check with you here. Which just isn’t something I ordinarily do! I get pleasure from reading a post that may make folks think. Also, thanks for allowing me to comment!

  5. Spot on with this write-up, I genuinely believe this web site requirements far more consideration. I’ll in all probability be once more to read a lot more, thanks for that info.

  6. Hello! I just would like to give a huge thumbs up for the fantastic info you have here on this post. I is going to be coming back to your weblog for far more soon.

  7. Good ¡V I should certainly pronounce, impressed with your website. I had no trouble navigating through all tabs and related information ended up being truly simple to do to access. I recently found what I hoped for before you know it at all. Quite unusual. Is likely to appreciate it for those who add forums or anything, website theme . a tones way for your customer to communicate. Nice task..

  8. Hi! Someone in my Myspace group shared this website with us so I came to check it out. I’m definitely loving the information. I’m bookmarking and will be tweeting this to my followers! Wonderful blog and wonderful style and design.

  9. Excellent items from you, man. I’ve be aware your stuff prior to and you are just extremely great. I really like what you’ve obtained here, really like what you’re saying and the way in which in which you are saying it. You are making it entertaining and you continue to take care of to keep it sensible. I cant wait to learn much more from you. That is actually a great website.

Leave a Comment

Your email address will not be published. Required fields are marked *