The Best Customer Service is No Customer Service

2nd June, 2008 by

This certainly doesn’t sound like the title of a blog post you would expect from a client-centric company like WestHost. I was recently told about a new book entitled “The Best Service is No Service.” The concept is very fitting for the hosting industry. The vast majority of our clients want the ability to easily complete tasks on their own versus having to drop us an e-mail or pick up the phone and have us do it. Under the perfect conditions they never have to contact us because everything is easily available for them to do on their own.

A great non-hosting industry example of this is Verizon Wireless. If you go back approximately two years, the process for adding an additional cell phone line and activating it required two separate phone calls. They were miserable long calls, filled with legal contract recordings. While the agents generally offered very friendly service, as a customer it was still a dreaded experience. Today both of these tasks can be completed online in a couple of minutes and I’m a much happier Verizon Wireless customer because of it.

We recently completed a major upgrade to our infrastructure that improved a number of things in regards to this. But there is still a lot more we plan to do inside our control panel and billing system to allow clients to have the control they desire. This is what we’ll be working on over the next year. But what will not change is having our great client service team available 24/7/365 to back you up if you need our help. Expect to hear more details on our continuing upgrades in the coming months.

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