Wilmington, Delaware – (The Hosting News) – November 21, 2005 – Delaware based shared web hosting company, Host Color, has 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.
Host Color Executive Director Vesselin Drangajov commented on the survey results, ”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. We have succeeded to increase 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.”
The hosting company says that it has eased the set-up process for the software applications added to hosting plans. Customers can activate software from their Control Panel by filling in a simple form. According to Host Color even easy-to-use services require good support.
The company provides customer support via toll-free phone numbers, e-mail, support forums and a support ticketing system.
According to Alex Avramov Sales Manager for Host Color, ”Maintaining a support forums is probably the best ways to create a community where users help each other. 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 customer care process. Managers are able to analyze the business process on every level and to see where they need to make improvements. They can then 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,” said 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.”
For further information about Host Color, please visit: www.hostcolor.com.