Customers Demand, Get More from Web Hosts - Enhancing Customer Service
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Sometimes what is needed is a little more personal service. Customers find it reassuring to have a specific person they can contact whenever they need help – someone who knows their account and situation, to whom they feel they are more than just a number. A little of this can go a long way, especially when a customer has choices as to how and when they contact this person.
Host Department understands this. They recently instituted the practice of having a dedicated Account Executive (AE) in every hosting account. This is in addition to its existing line of support for its clients.
To make it as easy for its customers as possible, Host Department set up the new service so that customers can contact their assigned account executives directly from their hosting control panels. Customers love having different options, so Host Department offers a variety of ways to communicate with account executives. These include LiveChat, phone, email, and four different Instant Messengers.
It is important to note that, as previously stated, the account executive is an enhancement, not a replacement of Host Department’s regular customer service. According to Brad Davis, operations manager for the company, "The account executives will step in when the technical support and call center staff cannot resolve a client's issue. Their primary task will be to provide the resolution to any problems, whether billing, technical or administration by escalating or directing clients' concerns to the appropriate department with high priority."
Customer service is not only about giving your customers what they want. It can also be about making sure your customers don’t receive something they don’t want. This is why EarthLink upgraded the EarthLink MailBox by adding its anti-phishing feature, ScamBlocker, into the desktop e-mail client.
You may have heard of ScamBlocker as a toolbar, available at no charge to all Internet users from EarthLink, which warns users about accessing known or suspected fraudulent URLs that mimic legitimate web sites but are intent on stealing personal information. Now, EarthLink’s customers can analyze their own emails individually, and get a rating for the safety level of each message before clicking on any hyperlinks within the email.
Kevin Brand, EarthLink’s vice president of Product Management, explained the company’s approach to protecting its customers. "Consumers need all the protection they can get against the increasing number of online scams and threats when sending and receiving emails. By combining ScamBlocker with spamBlocker and Virus Blocker, EarthLink subscribers have three of the most powerful protection features available to consumers in a single, easy-to-use e-mail application."
Next: Helping Customers Help Themselves >>
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