Customer Service Improvements
I wanted to take the Easter break to share with you some of the changes we’ve made over the last 18 months to improve Customer Services at Fasthosts.
You asked for Billing Reminders for Annual and Bi-Annual payments
Done, in April 2011 we launched billing reminders for our entire product portfolio (prior to this we had only done reminders for our most expensive products) so as long as you keep your email address up to date in our control panel then there should be no more surprise bills.
You asked us not to wait on the phone while we cancelled Services
Done, from Q2 2010 we changed our Cancellation process so when you tell us you want to close, we contact you back within 7 days on our expense.
You asked us for one click installs for popular programs like WordPress
Done, in March 2011 we launched one click installers for our Linux hosting plans, giving you access to the most popular programs like Worpress, Joomla and Drupal as well as many many more. We’re also working on a similar system for our Windows hosting plans so it covers the whole range.
You asked us to be clearer about contracts and improve the choice of terms available
Done, We have three standard terms across a majority or our range; Pay Monthly Pay-&-Go, Pay Monthly 1 Year Contract and Pay Annually 1 Year Contract. We auto-renew to ensure you don’t have any down time but it’s easy to cancel if you need to just tell us 7 days prior to the end of your contract and it’ll end at the end of your term. Contract types are displayed on checkout allowing you to see how changing your contract changes the price you pay.
You asked us for more help getting up and running the first time
In progress, we’ve spent a lot of time improving how you get started with us and now have what we believe are some of the best guides in the industry for getting you started with hosting emails and FTP example here: https://resellers.fasthosts.co.uk/euf/assets/Video/Email/menu.swf . We’re not stopping there though and we’re working on similar guides for other products not yet covered.
You asked us for better technical support
In progress, we operate contact centres in both the UK and the Philippines and we know it hasn’t always been easy to get the help you need, that’s why in 2011 we’ve put special focus on bringing our support up to the levels you expect. In May 2011 we’ll launch a customer satisfaction initiative which will help drive accountability with our agents and give us a better steer on where we’re going wrong. We’ve already done a similar process with our online help and you identified a number of gaps some of which we will be closing in the next few weeks. In 2010 we also launched support via Twitter and Facebook giving you more options as well as live chat for Reseller customers in our latest interface.
Those are just the highlights and it’s fair to say we still have a long way to go but I’m glad to see some of the of our past put to bed and am looking forward to further improvements throughout 2011.
Mark Smith is Head of Customer Contact and Social Media for Fasthosts