the importance of 30 minutes response time
TRANSCRIPT
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The Importance of the 30 Minute Response Time
Shridhar LuthriaGM, ResellerClub
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A Little History
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A Little History
Initial Domains focus
Introduced Hosting
Great Response
What was the problem?
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The Size of our Support Team?
Not having the right talent?
Insufficient Training?
Lack of Transparency?
Slower than average response times?
What was the problem?
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Was it a Misguided Attitude towards Support?
What was the problem?
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Next Steps
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Number of instances per order
Number of instances tackled by an individual per day or the Average time per instance
Size of the Support Team
Estimate the size of your Support Team:
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Identify future Support hiring needs by analyzing business growth projections
Ensure that the size of the Support team is adequate before launching new Products
Size of the Support Team
Estimate the size of your Support Team:
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Size of the Support Team
Estimate the size of your Support Team:
Include Support Scalability as a critical part of your Product Planning
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Mix of Technical Qualifications & Communication Skills
Previous experience is invaluable
Be picky
The Right Talent
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The Right Talent
Select staff that has the ability to empathize with clients
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Right Talent, Well Trained
A structured training plan is imperative
Make trainers accountable
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Right Talent, Well Trained
Without adequate training, even your best hires will underperform
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TransparencyNobody likes to hear “We’re looking into it”
Four key concerns in case of any issue
- How did this happen?
- What are you doing to resolve this issue
- Do I need to do something
- How long will it take for the matter to be resolved
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TransparencyNobody likes to hear “We’re looking into it”
Encourage staff to dig deep and answer these questions quickly
Offer ways to proactively update clients
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TransparencyNobody likes to hear “We’re looking into it”
Transparency is the new standard. Everyone expects it.
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Processes
Most important to ensure scalability
Build processes at all steps
Introduce internal SLAs
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Processes
Processes can help reduce your Response & Resolution times & allow you to scale your business effectively
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How important is Support to you?
The Hosting market isn’t as price-sensitive as it used to be
Don’t measure the ‘Need for an Online Presence’ but the ‘Dependency on an Online Presence’.
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How important is Support to you?
A Hosting business can be only as good as its 3 fundamental aspects:
Your Product
How well you market it
And your Support
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How important is Support to you?
Customer Service shouldn’t be a mission for just one department but
for your entire company.
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Thank You