SiteGround – The Importance Of Customer Service
Quality of customer support is paramount to any service provider (not just a web hosting company). It seems, Siteground knew this from the beginning. The customer support from this leading web hosting company is ultra-fast and super satisfactory; so much so that it has set standards for all the competitors in the industry. There’s a lot that everyone can learn from their success story on the importance of quality support. We can also learn how to leverage its power for improving customer satisfaction and increasing ROI.
Here’s a breakdown of the insanely fast and quality support services and why it matters with lessons from Siteground.
Quick response time is monumental
Siteground has made it a point never to keep its customers waiting. That is why its agents offer help through ticketing system, phone support and live chat. All the supports remain functional 24*7.
No matter if a client is trying to get in touch with them at wee hours or early morning, someone is always there to handle their queries and offer the best possible solution proactively.
Provide rigorous training to reps
Before making your representatives hit the floor, it’s important to provide them thorough and rigorous training so they know exactly what they are talking about. The last thing a user wants is end-up talking to a rep who sounds clueless.
Siteground makes sure every individual is put through training before letting them interact with clients.
Quick support translates to increased customer retention
Each year, Siteground publishes the findings of their official survey which shows their client satisfaction rate. The company scored more than 96% on this survey for all three consecutive years (2014, 2015, and 2016).
A satisfied customer is a loyal customer. And, a loyal customer would always want to come back for more. He would never see a reason to ditch the company and switch to a competitor.
Result – improved customer retention, more satisfied clientele, and higher revenue.
A happy customer leads to increased revenue
Customers are never afraid to speak highly of those who care for them. Siteground is the perfect example in this context.
Their exceptional customer support is something that has worked excellently to the company’s advantage. This is one thing the company is particularly known for. The rest of that has been positively astounding and people are not afraid to spread word of mouth publicity on their behalf.
You know what they say; word of mouth publicity is the best kind of advertising. It’s the most effective one as well in terms of bringing in more clientele.
Feedback for fueling improvement
Siteground has designed its in-house customer support system that allows users to leave feedback.
They can rate their representative based on the quality of interaction and solution provided.
The feedback comes as a priceless tool in recognizing the shortcomings in the services and working on areas that need improvement.
There’s no better to way collect first hand customer reviews/feedback than using customer support.
All of those factors led Siteground reach the pinnacle of success when it comes to providing customer-oriented web hosting solutions. Having this, Siteground’s ratings stay positive all across the internet.