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Web Hosting Company Host Color Says Support Tickets Are Very Effective.
2005-11-21, HostMan.biz Host Color (hostcolor.com), a US shared web hosting company has today announced the results from a monitoring survey on company's customer support work. It shows that Host Color's support operators have achieved 12 minutes average response time on all support tickets submitted from customers in October 2005. The company has reviewed individual cases and summaries from 2234 support tickets it received. "We are pleased with the results of the survey. We aim to answer promptly on customer inquiries so we have put 15 minutes average response time on support tickets as our goal." says Host Color's Executive Director Vesselin Drangajov. "We have succeeded to inrease the customer satisfaction of Host Color's services. At the same time Host Color introduced a lot of new features within the last 3 months. New tools and preinstalled scripts such as Content management system, image gallery, site builder, forum and blog software made our Max and Mega hosting plans have proven very attractive. However the new features added to the hosting service require improved support." adds Mr. Drangajov. The Hosting company says that it has eased the set-up process for all software apolications added to hosting plans. Customers can activate them from their Control Panel by filling in a simple form. Still according to Host Color even an easy-to-use services require good support. "Sometimes a customer just needs to ask a question or to have a consultation with tech support or sales representative. Every new services are added our staff needs to improve their skills" says Host Color's Executive. The hosting company provides customer support by toll-free phone numbers, e-mail, support forums and ticketing system. "Maintaining a support forums is probably the best ways to create a community where users help each other", says Alex Avramov Host Color's Sales Manager. "It however can not replace the business connection between provider and customer. Although we are pleased with the feedback we have from our customers and with our own findigs we are not complacent. We will continue to carefully monitor and improve our four channels of communication with our customers - tickets, phone support, a forum and email correspondence". Host Color says support tickets are the most effective method of providing customer support in the hosting industry. When someone creates a support ticket that allows the hosting provider to monitor the whole process of customer care. Managers are able to analyze the business process on every level and to see where they need to make improvements. They can easy define how to improve the service and what kind of features their customers want to use. "We believe we have to empower our customers. Using our software and online resources they can not just see but also understand how they can get the most of their web hosting. The knowledge we gain from our support work helps us make our service more user-friendly and functional." says Host Color's Executive Director Vesselin Drangajov. "Our business philosophy is to provide a better service for better web sites and we do our best to put it in every day practice." About Host Color Host Color LLC (hostcolor.com) is a Delaware, US web hosting company. It has been operating on the hosting market since 2000. The company hosts thousands of personal and business Web sites. Host Color offers hosting services in two data centers located in Indiana, US and Amsterdam, The Netherlands. |
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