Wow, I can't believe it's already 2011. I vividly remember what a big deal Y2K was and what I was doing that night. Note to self: It might seem like it was just yesterday, but it wasn't, so you should probably stop telling people you're still 29 years old.
Speaking of time flying, I've been at SoftLayer for three and a half years now. I was hired as Customer Service Manager and immediately started looking at ways to help our customers love us even more. I found some notes that I scribbled after my second week here and I notice some pretty interesting goals. Here are a few that I was able to decipher ... some we knocked out of the park, some that are continuous efforts and some that we can still implement:
- Implement ticket rating and survey to monitor and track support quality
- Build an on-boarding process to help new customers in their first 48 hours
- Streamline the cancellation process
- Make sure current customers know they are more important than potential customers
- Teach our customers about our processes and procedures
To Be Completed:
- Include a link on the website and in the portal to get immediate feedback from customers
- Start using webinars to answer customer questions and share technical tutorials
- Create a customer advisory board to consult as we make business decisions about things like market expansions and new product releases
What does that mean? We still have ways to make our business even better for SoftLayer customers.
Enter my renewed focus: Customer Experience. In the next few weeks, I'll be talking to internal groups and customers alike to find ways that we can improve our service, products, automation ... and everything else for that matter. These discussions will involve every department in the company, so all is fair game.
Over the course of the next few months, we'll share a few of the things we hear and what we think we can do to continue to improve the SoftLayer customer experience.
The main goal is to find the perfect way to incorporate the 4 areas above and others into our daily lives. I have a few ideas now like; the link on the website, ways to teach our customers, marketing and sales and the webinars, and we are well on our way to having customer advisory boards and user group meetings. If you have ideas, I will appreciate anything you have to offer.