Customers are undoubtedly the biggest assets of an organization. We often hear that ensuring customer delight is the ultimate goal which can lead to business success.But what, exactly does customer delight mean?
Customer delight is not about making them say a “Thanks”. It’s about creating a “wow” factor to the customer, with your service. With the help of an excellent white label help desk support, you can make it a part of your company culture. (more…)
How to achieve customer delight with white label help desk support was last modified: March 30th, 2018 by Reeshma Mathews
A decade back, 24/7 hosting support was considered a premium service offered by large web hosts. Not anymore. Now almost everyone seems to offer 24/7 hosting support. How can you stand out from the crowd?
Maintaining 24/7 hosting support can be costly, AND it can be a huge drain on management time. That is why many companies cut corners and provide only email support, or use cheap support to keep costs down.
But this often creates more problems that it solves.
Communicating with your customer is the most integral part of any business. The work you do for your client does not get recognized unless they are made aware of it. And to make them aware, you will need to communicate with him or rather interact with him.
Here at Bobcares, we focus on two types of communication: Reactive Communication and Proactive Communication. Now the question is “What is the difference between the two?”
90% of the communication in most of the support service organizations, comprise of reactive communication, where the customer initiates the communication and the technical support personnel responds to the query or solves the customer’s issue and then provides him with an update about it. This is indeed required, and it forms the core of our business process. However, with our experience in the industry, we have realized that for a business to succeed in a long-term aspect, reactive communication alone is never effective.
When it comes to delighting the customers, we use proactive communication along with reactive communication. Being proactive means planning in advance. By being proactive, we are able to foresee a bad situation and take the steps needed to prevent it from happening, rather than waiting to respond to it after it happens.
Quality refers to the degree up to which requirements are realized. In general, quality systems evolved gradually over the following five eras:
Statistical Quality Control
Strategic Quality Management
Quality Systems Chaining.
In the Inspection era, ‘how to ensure quality’ was seen as a problem that could be solved through analysis of the final product. Since the quality check was done only on the final product, it was both costly and ineffective.
In the Statistical Quality Control era, controls were implemented during various stages of production and the final product, if unsatisfactory, would not be delivered to the customers. The tools used were statistical tools, rather than the gauging or measurement tools that were used in the inspection era.
Customer is the blood-line of any industry. Customer Satisfaction involves the extent or the degree to which, a company’s services meet the requirements of its customer. It is mandatory for ISO certified companies to measure their customer satisfaction, and to continually improve this satisfaction index. There is little doubt that customer satisfaction is a central part of any effective Quality Management System.
In intense consumer-focused activities like server administration or monitoring services, measuring customer satisfaction is very critical. However, every company in every industry can benefit by evaluating their customer needs. Evaluating customer satisfaction provides the following benefits to an organization:
Determining the customer needs in a better manner.
Identify the problems related to the customer services.
Focus more on the areas that require improvement.
Get more insight regarding the new service offerings required by customers.
Quality assured service is the pillar of web hosting business. Your service becomes popular when you ensure quality. Low price is another way to advance sales. But, if your service does not meet the required standards of quality, then the customer never uses it in future, even if you give it at the lowest price.
Innovations, business strategies and trends keep changing. One thing that remains constant is consumers’ need for satisfaction. It is very important to understand the current and future customer needs, meet customer requirements, and strive hard to exceed customer expectations at all times.
Continual improvement must be a permanent objective of the company. The fact everyone knows is that the customers are willing to pay more to receive better service. However ensuring quality within the business is a discipline that is overlooked by companies, most of the time. It is usually not until you discover a major problem, that could have been avoided through quality control that you recognize the importance of it.
ISO 9001 certification is the international language of quality. An organization with ISO certification stands out from others in the competitive market. You don’t require to give a second thought about doing business with an ISO certified organization.
Hire Bobcares Server Administrators Get super reliable servers and delighted customers
To understand things better, lets know what ISO 9001:2000 is. ISO 9001:2000 is a standard for quality management systems, which is published by the international organization for standards, ISO. Now you may doubt what quality management system (QMS) is. QMS refers to the set of policies, procedures and processes which are required for the planning and execution of the main business processes in an organization.
The Value and Role of ISO Audits in Quality Assurance was last modified: July 4th, 2018 by Hamish Oscar Lawrence
Bobcares is a server management company that helps businesses deliver uninterrupted and secure online services. Our engineers manage close to 51,500 servers that include virtualized servers, cloud infrastructure, physical server clusters, and more.