Fasthosts has become a member of the Institute of Customer Service
We’re proud to announce that we have become a member of the ICS (Institute of Customer Service). Fasthosts continually look for ways to improve the service we provide to our customers, as part of our commitment to this we have become the first company within the web hosting industry, to join the programme.
All members of our frontline support teams are now required to take part in a professional qualification accredited by the ICS. This will ensure we provide the highest levels of customer service and support.
We’ve made some big changes already this year with some of the highlights listed below:
Differentiated Support – We’ve separated the Customer Services team into more specialised areas. When you send a support ticket or phone us, your query will be dealt with faster and with more accuracy. The teams implementing this change include Infrastructure (predominantly Dedicated Server and Virtual Private Server support), Reseller, Shared Hosting Support.
Welcome Centre – One of the biggest changes to how we offer support recently has been the introduction of the Fasthosts Welcome Centre. A hub of support tools, resources, and training materials. We created this centre to put everything you need in one place.
Customer Charter –Within the Welcome Centre there is a section called “Our Promise to You”. This Customer Charter outlines our commitments to our customers.
Customer Support Improvements – We have improved service levels across the board both in terms of the statistics and the customer feedback. The quality of our customer interaction has improved dramatically. With shorter reduced call queues, faster ticket response and increased average scores from customer satisfaction surveys.
Review Site – Earlier this year we launched the Fasthosts Review Site – “a true forum that allows both positive and negative comments and gives the company the chance to respond in an open, honest and transparent way”. We’ve seen our average score improve month on month from 2.89 to 3.70 and considering we post all reviews, good and bad, we are really pleased to read so many great comments. All the reviews are reviewed and any comments made are addressed by the relevant team members. Keep those reviews coming!
Billing Reminders – Last year we launched billing reminders for our entire product portfolio (prior to this we had only done reminders for our most expensive products). We aim to make it as clear and easy as possible to see what you are paying and when.
Bug Tracker – Its unfortunate that on occasion minor bugs are found within the Fasthosts control panel. We encourage customers to contact us about these. Once a bug is identified, our development teams work tirelessly to get a fix in place quickly.
Webinars – Have you attended one yet? We want to help you get the most out of our products and give you some top tips on creating a successful website. So we run weekly webinars on a range of topics from WordPress to setting up email on your phone.
New Internal Tools – We know that it is frustrating to call up a company and hear them say “Sorry, I don’t have access to fix your issue, but my colleague does. I’ll send a ticket down”. So we continually provide the Frontline teams tools to make those changes themselves, whilst the customer is on the phone.
As I mentioned earlier there is a wealth of activities that are not included in this list but we hope you are seeing the difference in the service we provide. We really look forward to further improving the service and support that Fasthosts provides to all our customers.
Thanks for reading.
James and the Fasthosts Support team.
If you’re a Fasthosts Customer and would like to review us or are interested in our services and want to know what our existing users think then check out our Fasthosts Review Site.