To introduce myself, my name is Ray Supple and I’m the Support and Customer Service Manager here at Daily Internet. It’s high time I wrote a blog article, and I thought my first one should be a subject that is close to everyone’s heart and that is ‘Customer Service’. It’s a term you will no doubt hear very frequently, but what exactly is it all about?
Having been in the industry for quite a few years, I have seen lots of different approaches to ‘Customer Service’. Often these end up involving lots of spreadsheets, pre-written call scripts, complicated scoring systems, confusing telephone menus and other horrors.
From experience, many companies overcomplicate matters and lose their way totally. They end up dictating what they think you, the customer, should be happy with, rather than simply listening to you in the first place. There’s also the trap that so many fall into in that by trying to make scoring systems fit neatly into various graphs and charts, the focus often changes from delivering good customer service to chasing statistics instead (I’ve heard of people calling their own company on their mobiles to ‘bump-up’ their call statistics).
It is no wonder that so many people report bad experiences when dealing with various companies these days, but it really doesn’t have to be like this.
At Daily.co.uk, we have geared our approach up entirely from listening to what you, the customer, wants. That’s why amongst other features, you’ll find:
No Telephone Menus
We won’t make you jump through hoops before you can speak to someone. Just dial our number and get straight through to us.
No Lengthy Call Queues
Our average response time on the telephone is under ten seconds (that’s about two or three rings). You won’t be sitting in a queue for twenty minutes listening to a tinny rendition of Vivaldi and pre-recorded messages saying “your call is important to us”.
No Call Scripts
You will speak to human beings at Daily.co.uk who will talk to you as an individual. You will not find us reading off a robotic call-script that is expected to be applied to all customers, that includes everything from irrelevant and repetitive questions or hollow attempts asking what the weather is like!
One Specialised Team
Ever found that you can get through to a Sales team straight away where a helpful person promises the world, but once you have paid and signed up you then have a different number for other queries that will take a lot longer to get through? This says a lot about where a company’s priority is in terms of drumming up new customers or looking after existing ones. Or have you just ever been ping-ponged between different teams and found yourself having to explain yourself from the beginning each time, only to be told you need to speak to another department?
At Daily.co.uk you will deal with the same specialised team for all your queries, be they product advisory, technical support or just general queries.
Email Responses
Email and Ticket systems are often given very little resource by many companies, where the resources for responding to email queries are pushed down the pecking order or often sacrificed altogether to put them on their telephones instead. This is why many companies honestly believe a two or three day response time is acceptable. And have you ever waited over a day for a response only to get a very poor standardised response back, where they have not read your original email properly and seem to be more focused on hitting a target for how many emails they reply to or to just remove it from their queue?
We take the time to read and respond to your emails properly and make sure your reply is never more than a few hours at the most (with the majority of tickets responded to within minutes!)
Giving control of your service back to you
We provide our on-line control panel that allows you to manage your domain names and other services yourself 24/7/365, be it upgrading, changing your nameservers, resetting passwords, updating your emails etc. Whilst we are here for you, we won’t force you to contact us for some tasks that you would rather just do yourself there and then in a few clicks of a mouse!
I could go on all day about the way we do things at Daily.co.uk, but hopefully this gives you an insight into some of our approaches. If you wanted any more details or have any questions, ideas or feedback then feel free to drop me a line directly on ray.supple@daily.co.uk
