Welcome to part II of our Customer Service series, please see part I right here.
Literally the entire HostGator staff is at the service of our Customers and available to personally assist, from our Jr. Admins up to our CEO. I have seen, with my own eyes, our CEO call a Customer to assist with an issue they were experiencing that required a lot of time and attention to resolve. That is not a run-of-the-mill situation, but it is an example of the lengths to which we, as a Company, will go to ensure the satisfaction of our Customers.
That degree of engagement is something in which we very much take pride. Virtually regardless of the issue at hand, any time that a Customer is not completely comfortable with the individual presently assisting them, they can request to speak to someone with whom they will feel more comfortable: a Level 2 Jr. Admin, a Supervisor, a member of the Customer Service Dept., or even myself. We want any given Customer to communicate directly with whomever can best resolve the given issue in that moment.
Our Customer Service Department is the keystone upon which much of this rests. They stay engaged on the front lines as well as instituting new policies related to these matters in a dynamic manner with the focus always being on the Customer experience. We have already succeeded as a web host, we have nothing to lose by going that extra mile in order to ensure that your experience with us is extraordinary.
Clearly the Golden Rule sets the foundation, we certainly treat our Customers how we would want to be treated, but then we kick it up that proverbial notch to treating Customers in a way that would exceed our own expectations were the roles reversed.
A recent issue comes to mind whereby there was a very short (approximately 25 minutes) outage related to one of our services. As we monitored and responded to Customers in realtime via Twitter, most of the tweets we received were along the lines of “when will this be resolved?” There was one Customer who stood out during that short outage, they simply said “these things happen, thank you for being the best hosting company.” Once all services were restored and everything returned to normal, we contacted that Customer and gave them a free month of hosting.
I don’t use the above example to encourage people to say nice things about us during less than ideal situations, nor to pat ourselves on the back for having done something nice, but I did want to illustrate one example whereby we exceeded one person’s expectations. Every single time you contact us is an opportunity for us to attempt to exceed your expectations. That, to us, is Customer Service.
Social media is becoming more and more vital in providing thorough Customer Service. We are active on virtually all major social networks. Full a full list of HostGator’s social media presence, see this link from our KnowledgeBase. Please follow or like us on your preferred social media platforms.
I could wax philosophic about Customer Service all day, but really what matters is the input from you, our loyal Customers. How do you think we’re doing? Would you like to contribute to this blog by sharing a story of when we were able to go above and beyond for you? Please email firstname.lastname@example.org ATTN: Blog with your thoughts, suggestions and stories about how HostGator has served you over the years. We want to hear from you!