One of the biggest themes from our reseller survey late last year, was that you expected more from our support teams. As such we have been working hard, reviewing and overhauling every area in order to deliver a world-class experience to you, our valued partners.
We are happy to report that we are now able to support you in ways unseen within our platform to date. With sizable investments in our people including large increases in our onshore team in Sydney, and the rolling out of new tools, we are really excited to now deliver on what you told us was important to you. Here is some of the areas that we have been focusing on over the past few months:
Investment in our people
As we mentioned last year, we have moved to a dedicated team that supports TPP Wholesale partners only and increased the size of the team by 30%. We are proud to be the only wholesale domains and hosting provider in Australia and New Zealand that has a dedicated support team set up purely for their wholesale partners.
This year we’ve invested again, by completely overhauling our training programmes, issues handling and escalations. The results with this have been overwhelmingly positive, with satisfaction ratings up from 59% to 81% in 2020. But there is still more to do.
Continuing on our plan to provide the best possible service for our valued partners, we will be making some big changes to the balance of our on and offshore support teams. As a result of this, we will be growing our onshore team considerably in Sydney, so that by year’s end, 90% of all support requests will be handled right here in Australia.
Investment in new tools
Last year we went headfirst into deploying tools across both the support and account management teams. This included, amongst other things, a new in-house ticketing system which went live in December last year.
This year the focus has been on upgrading the other ways in which you interact to ensure that whatever way you reach out to us, we can support you in the best possible way.
This included a new phone system which we deployed at the beginning of last month. The previous system was not without its issues, as i am sure you were aware so we are very happy to advise that we now have the very best product available to support both our internal teams but mostly, to support you.
Also recently we have built from the ground up a brand new - Support Centre & Chat Support system. Read on to find out more about these exciting improvements.
New Support Centre
You told us that self-service was important to you and you’d prefer to access key information directly from our website rather than contacting us where it was possible. As such, we have 350+ support articles available on the new Support Centre. This is still definitely a work in progress, keeping documentation up to date is a never-ending process but we are happy to advise that we have more than tripled the amount of content now available for you.
To take this to the next level, we will soon expand this section to include a whole section dedicated to providing you with specific support content that you can access to use to help you support your customers. This will include a section dedicated for our whitelabel resellers, to make it much easier for you to support your customers when they are interacting with the whitelabelled sections of your console.
New Live Chat
Within our new support centre, we’ve also launched our new live chat system. This includes a learning AI bot that will analyse requests, point you to relevant sections for self-service and where content could be missing, suggest articles for our team to write for you, all based on your questions. Of course, if you’d prefer, you can easily choose to chat directly with one of the technical experts.
Within a short space of time, our live chat system has already proved to be a popular choice among our partners, with a 95% satisfaction rating since it was launched in June. If you haven’t used it already, we encourage you to jump on and give it a go.
But we won’t be stopping there. There are lots more improvements planned and we look forward to sharing these with you in the months ahead. Particularly around assistance that you need to better support your customers. We value your feedback, so would love to hear from you to gain your thoughts on some of these changes we are making, as well as any ideas or suggestions for improvement you may have. Please feel free to reach out to us to let us know what you think: contact us