ixWebhosting, the company that currently hosts the website of a professional/non-profit association at which I'm a board member (American Society for Training and Development, Orange County), just rolled out a social media-enabled Customer Support program.
Now, while I'm not yet prepared to give you a glowing recommendation for ixWebhosting, I can say that I am comfortable giving credit to their customer / tech support staff. In all the times I've had to call them in the last couple of months --and there have been many--their tech support call center team members have been very helpful, highly responsive, and eager to fix the issues I've had. In at least one instance, their Customer Service Supervisor called me personally on a weekend to make sure a performance issue our website was having with their database server had a path forward. (Ultimately it was resolved by migrating us to another database server. All facilitated through the Customer Support team.)
In any case, this new "Personal Support Hero" program ixWebHosting has just put in place is more evidence that, while ixWebHosting may have some infrastructure issues they still need to work through, their customer support team is keeping their eye on the ball.
I'm impressed with this customer support program for the following reasons:
- Responsibility. It assigns a specific individual who is responsible for ME, personally.
- Accountability. The individual assigned to me has accountability via a name (Danny Mullins), a face, a video, and contact information via both the traditional telephone channels, and popular social media channels (i.e., twitter, facebook, skype)
- Personable. The program also makes effective use of video to introduce my "personal support hero" to me. This helps immensely in personalizing the relationship by providing background information of Danny's skills, interests, passions and aspirations. (Nice touch.)
In summary, this new social media-enabled program gets two thumbs-up from me for its vision and its initial execution. Now, I'm anxious to see how it unfolds moving forward.
Those of you who visit this blog often, know that I'm a big believer that the mortar binding all our social media activities together is our ability to effectively and efficiently listen to specific keywords and phrases within the buzz of the social sphere. Our ability to do that helps us focus our attention and effectively engage customers, prospects and friends so we know when and where to respond quickly and appropriately.
So to Danny Mullins: welcome to my social sphere.
To my social sphere: please meet my personal support hero at ixWebHosting, Danny Mullins.
If you're new here and you liked this, or any of the articles on this site -- subscribe!
If your organization needs help transforming classroom-based training for the web -- contact me.
