Phone support? Think again!
The power and clarity of the written word is undisputed. There’s a popular saying “if it’s not written down it doesn’t exist”. It’s widely used across many different aspects of business, and for very good reason; explaining complex issues in written form forces a certain clarity that cannot be delivered orally.
Imagine that you need help with a technical problem. Explaining the steps in writing is the perfect way to get the information across clearly and unambiguously. When mistakes and misunderstandings cause delays and cost money, this is the time when you definitely need to be as clear and unambiguous as possible. It’s the perfect medium for hosting service technical support.
Providing all support via email / helpdesk tickets has led Layershift’s support to be formally recognised as offering the best in Western Europe for the last 2 years running (2014 and 2015).
It’s clear that our support systems serve our customers’ needs extremely well. Even so, from time to time we get a pre-sales request asking why we don’t offer technical support via phone. We understand the apprehension; if you’re used to struggling through with other hosting companies who often take days to respond, only to provide inadequate assistance even when it finally arrives – the immediacy of phone support appears compelling. Even though waiting on hold wastes your time, and talking to the wall yields no results, it all seems like a good idea at the time… but truth is it’s not. Not at all. Here’s why:
5 reasons why we don’t leave our customers on hold
Officially the best in Western Europe!
"Here is a simple but powerful rule: always give people more than what they expect to get." – N. Boswell
There’s one thing central to everything we do at Layershift: keeping our customers happy. Nothing is more important than delivering the very best customer service in our power.
That mantra has seen Layershift grow from strength to strength over the years, and we’re extremely proud and grateful for all the customer referrals we receive from our happy customers.
One of the most fundamental pillars to that success is customer feedback. In fact it’s the very fuel that keeps our business going and growing so strongly.
As a managed hosting provider we work exceptionally closely with our customers, so we like to think that we have a good handle on their needs, wants, desires, and challenges. But how do we know if we’re really doing a good job with that? Are we really solving problems in the most effective way? Was our assistance at the right level of detail and clarity to help the customer meet their goals?