The Importance of the 30 Minute Response Time

Shridhar LuthriaGM, ResellerClub

A Little History

A Little History

Initial Domains focus

Introduced Hosting

Great Response

What was the problem?

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?

Was it a Misguided Attitude towards Support?

What was the problem?

Next Steps

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:

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:

Size of the Support Team

Estimate the size of your Support Team:

Include Support Scalability as a critical part of your Product Planning

Mix of Technical Qualifications & Communication Skills

Previous experience is invaluable

Be picky

The Right Talent

The Right Talent

Select staff that has the ability to empathize with clients

Right Talent, Well Trained

A structured training plan is imperative

Make trainers accountable

Right Talent, Well Trained

Without adequate training, even your best hires will underperform

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

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

TransparencyNobody likes to hear “We’re looking into it”

Transparency is the new standard. Everyone expects it.

Processes

Most important to ensure scalability

Build processes at all steps

Introduce internal SLAs

Processes

Processes can help reduce your Response & Resolution times & allow you to scale your business effectively

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’.

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

How important is Support to you?

Customer Service shouldn’t be a mission for just one department but

for your entire company.

Thank You