As passionate about your server as you are about your site.
services manager I try to help customers who have a wide variety of issues. As
a website designer myself and with my years of industry experience I try to
help website owners bridge the gap between what they would like to get out of
their website to the tools they need to make that happen. Sometimes it is easy
as asking the customer what they need directly. Sometimes its take a more
background roll. I look at tickets and chats everyday of the week to make sure
our team is providing the right answers and to ensure we have the right
documentation to support common questions.
Sometimes
tech support is quite simply about directing traffic. “you go here and
click on that”. As a webmaster I know what questions and tools I would need to have to complete
a project. For example a new wordpress site.
“what version of wordpress do you support?” “how many databases
does this plan include ?” I try to
cover as much as I can in our site midphasehelp.com there is a questions form
you can fill out which goes to my personal mailbox
if you need a question answered that is not on the site. I look for the answer and respond back to them. For useful
information it is reposted to midphasehelp.com and keywords are added to help
other customers find the answer.
This system
also helps with internal tech support. If they can’t find the answer there they
let me know and the solution is added so everyone on the team and customers now
have a consistent answer to the question. This
helps streamline processes as well as helps our tech support gain the
perspective of the customer.
One
of the things I try to teach anyone who provides customer service is customer
perspective. How did a customer get to the problem ? Can you replicate the
problem ? Is the customer using webmail, outlook, or mac mail ? Studying the
control panel and learning how things work greatly helps resolve customer
issues. For example, you can get to webmail through cpanel and through a direct
browser address. Sometimes customers viewing email through cpanel will actually
be checking email for the cpanel account and not their own email. Even if you
know how to get somewhere in the control panel there may be a different way the
customer has found. You should always be willing to learn from a customer. Its
ok to say “oh I didn’t know you could there that way, ill make a note of
that for future reference.” its ok to be the tech support person and not
know everything, it actually makes you more personable. Me, I’m a know it all
but I still listen to my customers and try to find out how they use technology.
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By: solarbluseth
web hosting guru
