Quote:
Originally Posted by jc8654
I'm going to talk to both Mark and Nick about this as I think it could be something very beneficial to eUKhost improving their customer service. As said, you can't prevent downtime because of hardware failure but if people know what's going on, they are more understanding.
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As i said the regular updates are good in situations like these. I had to implement processes like this in big companies with ppl all over the place, and its simple and works. From a business perspective it has the following benefits:
1) once the problem is identified, the majority of people who are concerned know whats going on, so you don't get hoards of people clogging up the support desks with requests for updates etc.
2) EUK is lucky in that its got things like this forum and strong community of users (99% of other hosts don't) so it can act as a good focal point for when things go belly up.
Also, when accounts are created, as well as the usual account details, u may want to introduce new customers to this forum as first step in the support cycle. i.e. if the web site hosting is down check the service status in forum X, for any server wide probs.
Getting the email distribution list sorted would reinforce updating ppl on progress, and hence reduce frustration, which leads to pi$$ed of customers, which leads to customers looking elsewhere.
Overall, setting up a simple process with clear SLA's in terms of updating ppl, goes a long way in terms of calming down the masses, and lets the support guys focus on fixing the problems.
Cheers
D