Customer Service Posts

December 5, 2011

Quick Tip: Copy and Paste from the DOS Prompt

Having worked in SoftLayer's technical support department for a few years now, I can tell you that the more information you provide us, the faster we can get you to a resolution. If you can show us exactly the problem you're seeing with details from when you see it, it's much easier for us to troubleshoot, so I wanted to post a quick blog on the heels of Todd's "Global Network: The Proof is in the Traceroute" post to help you get information to us much more easily.

Document Format
Many people consider a Microsoft Word document the lowest common denominator when it comes to formatting an attachment or file while others prefer plain text for everything. I always advocate the use of plain text. Plain text is universally accessible, it doesn't require a third-party application to view, it doesn't add funky encoding, and it uses monospaced fonts that format the text like you'd see in a command prompt if you were sharing troubleshooting results from ping and traceroute commands. It's quite unnecessary to take a screen capture of a ping or traceroute when you run it, and it's doubly unnecessary to paste that screen capture into a Microsoft Word document.

Copying Your Ping/Traceroute
The problem many Windows users run into is that it's not very clear how to copy text from the command prompt ... The familiar keyboard shortcuts for copying (CTRL+C) and pasting (CTRL+V) don't work from the DOS Prompt, so the screen capture route is usually the easiest to execute. There is an easy way to copy, though.

Microsoft documented the instructions you need, and I wanted to share them with SoftLayer customers here:

  1. Open the command prompt. If you're unsure how to do this, open the Start Menu, click Run, enter "cmd" (without the quotes) and click OK.
  2. Execute your command. Use "tracert softlayer.com" to follow along with this test.
  3. Right-click the title bar of the command prompt window, point to Edit, and then click Mark.
  4. Click the beginning of the text you want to copy.
  5. Press and hold down the SHIFT key, and then click the end of the text you want to copy (or you can click and drag the cursor to select the text).
  6. Right-click the title bar, point to Edit, and then click Copy.

Now the text is in the clipboard. You can paste it anywhere, including the body of a ticket. To preserve layout, I usually paste the text in Notepad and attach that file to the ticket. If you don't want to go through the hassle of opening Notepad, just paste the results into the comment field below.

If you enjoy reading quick tips like this one that can make life easier, be sure to check out KnowledgeLayer.

-Lyndell

Bonus tip: If you want to submit your traceroute in a comment on this blog without losing the mono-spaced formatting, surround the pasted content with the <code> and </code> tags.

November 29, 2011

SoftLayer Mobile v. 1.1 on Windows Phone: New Features

I was on a Caribbean cruise during the second week of November, and I kept telling myself that the first thing I needed to taste was a delicious mango. Even though I knew it's out of season, I still had hopes. I had a chance to indulge in that tropical fruit, and I couldn't help but think about a mango that gets tastier with every day: the new Windows Phone OS 7.1, codenamed "Mango."

I'm not going to talk about Mango or its new sensational features, but I do want to share a few of the changes that we pushed out to the Windows Phone Marketplace as a version 1.1 of SoftLayer Mobile. While I could ramble for pages about all of the updates and our strategy in building out and improving the mobile platform, but I'll try to be brief and only share four of the biggest new features the team included in this release.

Verisign Authentication
The first update you'll notice when you fire up SoftLayer Mobile 1.1 on Windows Phone is the security-rich inclusion of VeriSign authentication. You are able to activate an additional layer of security by requiring that users confirm their identity with a trusted third party tool before they get access to your account. In this case, the third party vendor is VeriSign. Every customer looking to bake in additional security on their account will appreciate this addition.

SoftLayer Mobile WP

VeriSign authentication in SoftLayer Mobile on WP7

Device-Based Bandwidth
The next big addition to this Windows Phone app release is the inclusion of device-based bandwidth for two billing cycles – your current cycle and the previous cycle. In v. 1.0 of SoftLayer Mobile, users were only able to see bandwidth data for the current billing cycle ... It's useful, but you don't have a frame of reference immediately available. This release provides that frame of reference. One of the coolest parts is the aesthetically pleasing presentation: our metro-style container, "pivot control." Just slide through and see your billing cycles in one long view!

SoftLayer Mobile WP

Billing cycle view along with a button to view graph for that cycle

Bandwidth Graphs
If you didn't notice from the picture, its caption or the heading of this section, the next big update is the inclusion of bandwidth graphs! The bandwidth graph page gives you a bird's eye view of your bandwidth activity for any selected billing cycle. You'll see the max "Inbound," "Outbound" and "Total" values. Those different marks are very useful if you're tracking which days your device uses the most bandwidth and when those surges subside. The application uses the built-in charting functionality that comes with Silverlight libraries. Since we're taking advantage of those goodies, you can bet it looks beautiful. No, it's not a bitmap image ... it's a real bandwidth chart. As with the other bandwidth update, the graphs are available for both the current and the previous billing cycle.

SoftLayer Mobile WP

Bandwidth chart for a previous billing cycle

Ticket Updates
The next addition to the family is a new way to visually distinguish your unread updates on tickets while viewing a ticket list page. The "toast" notification for the ticket list view gives flags unread ticket updates, and the ticket list will feature bold text on the ticket's subject if that ticket is marked with an "unread update" *ndash; meaning an employee or someone has an update to that ticket which you haven't seen yet. This is very much Outlook-y style and very native to Windows Phone.

SoftLayer Mobile WP

Toast notification along with Outlook-style unread ticket

What's Next?
With this release, we're not resting on our laurels, so what are we doing in our labs? Right now we're working on OS migration to move our existing app from OS 7.0 to the new Mango-flavored Windows Phone 7 version I mentioned a little earlier. Now you see why I was so fixated on mangoes while I was on vacation. The migrated mango app will only be available to devices that are mango-licious (Upgraded to 7.1).

Stay tuned, and you'll see some of the other new features we're working on very soon. If you have a Windows Phone, you need to download SoftLayer Mobile, rate it and give us your feedback!

-Imran

September 21, 2011

UserVoice: Tech Partner Spotlight

This is a guest blog from UserVoice CEO Richard White. UserVoice offers a complete customer engagement solution that gives businesses a simple process for managing customer feedback and support functions all from a single, easy-to-use environment.

What NOT to Do in Support

The fact that you're reading this blog post means you probably understand social media. You probably also understand why providing great customer service is important, so I'll spare you that as well. What you may not know is that there are much better tools to provide outstanding customer service than the ones you're already using. Here are four big tips for you as you're planning your support channels:

1. Don't build a custom contact form.
Building a custom contact form on your website takes valuable time and resources away from your core business. Instead, sign up and get a widget from UserVoice (or one of our competitors) and in less than 30 seconds you'll have a contact form that supports any number of custom fields you want to add, allows you to append your own customer-specific metadata, supports attachments and, most importantly, will auto-suggest relevant FAQ articles even before the customer submits the form.

2. Don't use shared email for customer support.
It's true that you can take managing customer support via a shared email inbox pretty far. You won't really feel the pain until a couple of issues slip through the digital crack because it wasn't clear who on your team was responsible for following up with the customer. But why go through that? These days you can choose from a number of inexpensive, purpose-built tools, like UserVoice, targeted at companies that want to provide better customer service. Starting at $5/mo you can have a complete support solution that will grow with your business when you are finally ready to add that 2nd or 3rd support rep to your team.

3. Don't waste time gathering feedback on message boards.
Scanning message boards to gather user feedback sounds like a good idea, but it's really painful. Forums are both noisy and insular. Someone posts "I want you to add X" then a few people reply "+1" but then someone else says "I think X is good but only if you do Y to it." Very quickly you don't know what anyone really wants. And you especially don't have an easy way to follow-up with people directly. Worst of all, you're only hearing from a vocal minority. Casual users won't go into your forums and won't wade through 10 pages of +1's to add their voice, they'll just give up.

UserVoice Feedback gives you a better way to harness customer feedback and turn it into something useful. It starts with a simple prompt: How can we make ___insert_your_company___ better? Customers give their feedback and vote up the best ideas. It's easier for customers to get involved and give you feedback, and it's much easier for you to follow-up and keep these important customers in the loop.

4. Don't hide from your customers.
This really should be the first recommendation. The sad fact is, people still don't expect great customer service, and they certainly don't expect you to be ready and willing to listen to their feedback, especially with that small gray "contact" link buried in your footer. Show customers that their experience and their feedback is important, nay, vital to your business. Put a big link at the top of the page, or a widget on the side of it. Something that tells people you're not "business as usual." Show them you really care.

I started UserVoice because I wanted to make doing all of these things simple so that companies could focus on what really matters: building their products and communicating with their customers, not setting up all this stuff. I hope you'll find it as useful as our thousands of existing customers have in getting you back to work. :)

-Richard White, UserVoice

This guest blog series highlights companies in SoftLayer's Technology Partners Marketplace.
These Partners have built their businesses on the SoftLayer Platform, and we're excited for them to tell their stories. New Partners will be added to the Marketplace each month, so stay tuned for many more come.
September 6, 2011

Emergency Response Services

When people ask me what I do for a living these days, I tell them I provide emergency response services. With this answer, I usually get very surprised and intrigued looks as they probe for more details about the excitement of saving lives. For those that have known me for a while, they are especially shocked since my career until recently has always entailed sitting in a cubicle, crunching numbers and manipulating spreadsheets.

I don't actually provide ERS, and I don't "technically" save lives during my work days, but I do provide emergency services for our customers, and if you ask them, they'll probably tell you I'm a little like a life saver. I tell people I'm an emergency responder as a bit of a joke, but it's actually a great way to start explaining what I do at SoftLayer. When a customer's service is disrupted (preventing them from conducting important business), we need to respond immediately and knowledgeably to get everything back online as quickly as possible.

As Server Build Technicians, we have to be alert and ready for situations where a server goes down and affects the availability of a customer's site. Being offline can often translate to the loss of revenue and this I completely understand: If I wanted to buy something on a site and I find that the site is offline, I'll probably fire up a search page and look for another vendor. The first store loses my sale because I'm so conditioned to everything being available right when I need it ... And I'm not alone in this mentality.

When I started writing this article, we were gearing up for natural disaster to hit the Washington, D.C. area over the weekend (for the first time in my career). We had to plan what needed to be done at home and work ... Because SoftLayer provides web hosting services that must be available 24 hours a day, 7 days a week, so we have to do our best to minimize any service impact. We were lucky to have avoided much of the damage from Hurricane Irene, but we still treated it as though it was heading right toward us. In addition to the employees on site, everyone was on call to be ready to come in and help if needed. For those who have never experienced a hurricane, just think of a severe thunderstorm that lasts 8 to 12 hours, resulting in widespread power outages, flooding and wind damage.

A hurricane is scary for everyone in its path, and to a certain extent, all you can do is be safe and have a plan of response. Our data center has extremely reliable power generators and staff to handle these kinds of situations; we're always prepared for the worst case scenarios for your servers so you don't have to be.

-Danny

P.S. If you've never thought about becoming a "Server Emergency Responder," I'd recommend swinging by the SoftLayer Careers page to learn more about becoming a Server Build Technician. As of right now, there are SBT positions available in Dallas, Seattle, Amsterdam, Singapore and Washington, D.C.

August 18, 2011

Subtract Server. Add Humor.

Once in a blue moon, a SoftLayer customer has to cancel a server. Sometimes their business is growing and they're moving up to more powerful hardware, sometimes they need to consolidate their equipment to cut their costs, and sometimes their reason can't really be categorized. In this case, a happy customer with a few dozen servers decided he needed to shut one down, and the explanation he gave would clearly fall into the third category:

Initial Ticket

Customer
I would like to cancel this server on August 20th, 2011, but not before that date. Anytime on this date will be okay.

We no longer have a need for this server and would like to cancel it before our next billing period. Thank you for your help in this matter. Please send me an email when this server has been canceled on August 20th, 2011.

She's been with us for a long time, but things just aren't working out ... She's become a gold digger. It's her, not me. Please let her down easy. I don't like punking out and having someone do my dirty work, but I'm afraid she might be violent. Diamond rings hurt when you get hit with them.

SoftLayer
I'm sorry to hear things did not work out for the two of you. While your safety is important to us, I must ask that you end this relationship via official channels.

Please submit an official cancellation request by going to Sales --> Cancel Server and proceeding through the cancellation steps. The server will be reclaimed at the end of your billing cycle on August 22nd.

Please let us know if you have any questions.

Customer
She always tried to make it hard for me to break up with her. Done!
 
SoftLayer
Glad to hear things went smoothly. Things don't always do, but we knew you could pull through it. :-)
 

Official Cancellation Request

Customer
Word to your moms I came to drop bombs, I got more rhymes than the Bible's got Psalms.
 
SoftLayer
Thanks for your unique note, definitely was a nice break from the norm.

We're glad to continue being part of your success!

Please contact us should future needs arise.

Customer
Thanks, it was a subtle reminder to get out your seat and jump around.
 

Let this be a lesson to all of you: Get out your seat and jump around.

-@khazard

June 21, 2011

Ghostin' the Machine - SoftLayer Customer Portal

The hosting business is a really great place to be these days. It may morph rapidly, but some things ring consistently clear. The dedicated server is one of those things. In the brief 10 years or so of my Internet hosting career, the way dedicated servers are delivered to customers and the way they are managed has gone from prop-jet to auto-pilot.

I got started in the dedicated hosting business under Lance Crosby (our current CEO) in October of 2003. At that time we had less than 100 employees, and it may have been less than 50. "Auto-provisioning" consisted of Lance offering pizza and cash bonuses for each white-box PC that we'd 'ghost' with a boot floppy using a networked imaging server (in between our support tasks of answering calls and responding to tickets). We used a popular product made by Norton* in those days to deliver servers as quickly as possible to feed what seemed like an endless demand. As time has gone by, our systems have vastly improved, and true automation is the rule now; Manual intervention, the exception.

Today, SoftLayer has 600+ employees, 80,000+ dedicated servers, 26,000+ customers and is on the verge of launching our international presence. One of the biggest reasons SoftLayer has been so successful is because we offer customers maximum control.

When you need online computing power these days, you have hundreds of choices. Most of your options are still centered on the general idea of the dedicated server, but there are variations depending on what needs are being targeted. Physical dedicated servers are now complimented by Cloud Compute Instances and Virtualized Instances to provide a more flexible platform to tailor to specific use cases. Some providers do better than others at integrating those platforms, and when we began incoporating cloud and dedicated in an integrated environment, our goal was to enable customers to control all aspects of their environment via a single 'pane of glass,' our customer portal.

If you've heard us talk about the features and functionality in the customer portal but have never seen how easy it is to actually navigate the interface, today's your lucky day:

In a nutshell, you get the kind of server control that used to require driving down to the data center, popping on your parka and performing some troubleshooting in the freezing cold cage. You may have been troubleshooting hardware cooling, wiring or other hardware issues, and you'd usually need direct console access to all the different types of servers and devices loaded on your rack.

Thankfully, those days are gone.

Now you can order a dedicated server and have it online in 2-4 hours (or a Cloud Computing Instance which can be online in 15 minutes). You can configure their private network so that they can talk to each other seamlessly; you can add firewalls, load balancing, backup services, monitoring instantly. For maintenance issues, you have the convenience of BIOS-level access via the standard KVM over IP card included in every server so you can see low-level hardware indicators like fan speeds and core temperatures and perform soft IPMI reboots. Firmware upgrades for your hard drive, motherboard, or RAID card that once required the ever-hated floppy disk can now be done with a few button clicks, and speaking of RAID cards, our systems will report back on any change to an ideal status for your disk subsystem. If that weren't enough, you've got monitoring alerts and bandwidth graphs to give you plenty of easy to reference eye-candy.

No more messy wiring, no more beeping UPS units, no more driving, no more parkas.

-Chris

*As a rather humorous aside: My former manager, Tim, got a call one night from one of the newer NOC staff. He was a systems guy, many of the internal systems were under his SysAdmin wing. He was awakened by a tech with broken English who informed him that his name was on the escalation procedures to be called whenever this server went down:

Tim: (groggily) "What is the server name?"
Tech: "G - Host - Me"
Tim: "Huh? Why did you wake me up? ... Why don't you call that hosting company? ... I don't think that's one of my boxes!"
Tech: "No, no sir, so sorry, but your name is on the escalation. Server Label is 'G' ... um 'HOSTME.'"
Tim: "Whaa? — Wait, do you mean Ghost Me?" (GHOSTME was the actual hostname for the Norton imaging server that we used for a while as our 'provisioning' platform)

Laughter ensued and this story was told many times over beers at the High Tech pub.

June 8, 2011

MySQL Slow? Check for Fragmentation.

Let's say you have a website and you notice that any calls to your MySQL database take longer to render. If you don't have a Database Administrator (DBA), this can be pretty frustrating. SoftLayer's Managed Hosting line of business employs some of the best DBAs in the country and is one of the only managed hosting providers that offers MySQL and MsSQL DBA services, and I don't just say that because I'm one of them ... We've got the certifications to prove it. :-)

Given my area of expertise, I wanted to share a few some simple tips with you to help you tweak variables and improve the performance of your MySQL server. Given that every application is different, this isn't necessarily a one-size-fits-all solution, but it'll at least give you a starting point for troubleshooting.

First: Get mysqltuner.pl. This is a fine script by Major Hayden that will give you some valuable information regarding the performance of your MySQL server.

Second: Look for fragmented tables. What are fragmented tables? If there are random insertions into or deletions from the indexes of a table, the indexes may become fragmented. Fragmentation means that the physical ordering of the index pages on the disk is not close to the index ordering of the records on the pages or that there are many unused pages in the 64-page blocks that were allocated to the index. The symptoms of fragmented tables can be that table can take more disk space than needed or the results may return slower with more disk I/O than needed. INNODB users need to check the fragmentation often because when INNODB marks data as deleted, it never overwrites the blocks with new data ... It just marks them as unusable. As a result, the data size is artificially inflated and data retrieval is slowed.

Fortunately, there is a way to see your table fragmentation and that is to run a query against the information_schemea to show all tables that are fragmented and the percentage of fragmentation:

SELECT TABLE_SCHEMA, TABLE_NAME, CONCAT(ROUND(data_length / ( 1024 * 1024 ), 2), 'MB') DATA, CONCAT(ROUND(data_free  / ( 1024 * 1024 ), 2), 'MB')FREE from information_schema.TABLES where TABLE_SCHEMA NOT IN ('information_schema','mysql') and Data_free < 0;

Fixing the fragmentation is easy, but there are a few caveats. When defragmenting a table, it will lock the table, so make sure you can afford the lock. To fix fragmented tables, you can simply run optimize table <table name>; to rebuild the table and all indexes or you can change the engine of the table with alter table <table name> engine = INNODB;

I have written a simple bash script in bash to go through, defragment and optimize your tables:

#!/bin/bash
 
MYSQL_LOGIN='-u<user name> --password=<passowrd>'
 
for db in $(echo "SHOW DATABASES;" | mysql $MYSQL_LOGIN | grep -v -e "Database" -e "information_schema")
do
        TABLES=$(echo "USE $db; SHOW TABLES;" | mysql $MYSQL_LOGIN |  grep -v Tables_in_)
        echo "Switching to database $db"
        for table in $TABLES
        do
                echo -n " * Optimizing table $table ... "
                echo "USE $db; OPTIMIZE TABLE $table" | mysql $MYSQL_LOGIN >/dev/null
                echo "done."
        done
done

You'd be surprised how much of an impact table fragmentation has on MySQL performance, and this is an easy way to quickly troubleshoot your database that "isn't as fast as it used to be." If you follow the above steps and still can't make sense of what's causing your database to lag, our Managed Hosting team is always here to work with you to get your servers back in shape ... And with the flexibility of month-to-month contract terms and the ability to add managed capabilities to specific pieces of your infrastructure, we have to earn your business every month with spectacular service.

-Lee

May 5, 2011

Giving Customers More Than They Expect

Giving a customer the ability to do something that they didn't know they could (or even know was possible) can make for an exceptional customer experience.

I've had a season mini-pack of Dallas Mavericks tickets for a handful of years now and have always gotten the exact experience that I expected: The same seats every time, consistent food and drink, great entertainment, and a quality team on the court that wins considerably more often than not.

However, this year it's been a little different. This year, they have thrown in several perks that cost them nothing or next to nothing but have made a huge difference in the overall experience.

One game in particular sticks out in my mind. A couple of weeks before a game against the Wizards, I got an email about a no-cost chance for me and one other person to stand in a high five line to give fives to the players as they came out for warmups. I had no idea fans actually got to do this, so I gladly signed up and took my 5 year-old son to the game. I had also received an invite from the sales rep to choose a date to spend the first half of a game in one of the suites, so I made it the same night.

That night, we joined a small group of people down by the tunnel before the game, and we got to give all the players, Mark Cuban, the Mavs Maniacs and even a few security guards high fives. My son was over-the-moon to "meet" his favorite players - Dirk, Kidd, and Jet - could hardly contain himself.

This game also happened to be the week before the Super Bowl. I only mention it because on the way to our suite, I was blinded by the biggest ring I had ever seen. It turned out to be a Super Bowl ring and the guy wearing it was James Harrison (the linebacker for Steelers that lost a bunch of money to fines for helmet to helmet hits last season), so I got to meet him and wish him luck for the big game.

Oh, and and I can't forget to mention the free hats, shirts, and Roddy B. bobblehead.

Long story short, I probably couldn't tell you who won the other ten games I went to this year, but I don't think I'll forget anything about this particular game.

The thing I took away from this experience is when you give a customer something above and beyond what is expected, however seemingly insignificant, you can monumentally improve their customer experience.

To bring it back around to SoftLayer, we give customers a great API - a REST API at that. We give them VPN, a private network, IPv6, and a fully provisioned server in a couple of hours. Each of these differentiators enables us to provide products and services that our competitors can only hope to imitate.

The first time the customer uses the API to automatically create a new Cloud Instance from their own program, it'll be a Maverick-game experience. When they transfer data from Washington, D.C., to San Jose, CA, on our private network with zero bandwidth charge, they'll feel like they're high-fiving Dirk Nowitski. When they access their server over the free KVM over IP, they're walking up to the suite and meeting a Super Bowl champion. And all of that is on top of a stable, speedy server environment!

What can we do to improve your customer experience?

-Brad

February 23, 2011

A Journey into the SoftLayer Billing Portal

Since SoftLayer's merger with The Planet in November, we have been working tirelessly to combine our legacy Orbit and SoftLayer customer portals, and we've got some great news: We're ready to move all of our billing information and functionality onto the SoftLayer platform! The changes are designed to make managing your account quicker and easier. While change isn't always welcome, when you see some of the new features and functionality in the SoftLayer billing portal, we're sure you'll be as excited as we are.

Once your Orbit account's billing information is migrated to the SoftLayer portal, you will receive an email confirmation. As soon as you're ready to start exploring the new system, you can log in at http://manage.softlayer.com with your master username and password. We recommend you use the master username to log in because some users may have access restrictions in the portal, and you need to be logged into a user that has accounting access. Once you are logged in, click on the "Administrative" tab near the top-left of your page. From the drop-down menu, you will choose “Accounting" to bring you to the billing-related section on your account.

Wait ... Instead of just guiding you through the process via text, how about we walk you through a quick tour of the billing portal as a bit of show-and-tell?

In the Accounting section, you can retrieve invoices, check pricing and even see your next monthly invoice. As a legacy Orbit customer, you'll also be happy to hear that when your billing information is moved to the new portal, PayPal is available as a payment method! Among other changes, you'll also note that we have a One-Time Payment option to enable some flexibility in how your account is paid in a given month.

In the new system, you'll also notice that order reconciliation is made much simpler. You can easily view invoices by type, date or status. You can even view invoices within a specified date range and save invoices in interactive PDF or Excel formats. Updates to your user and payment information are much more accessible, too.

Our interactive invoices make it much simpler to review your equipment and the costs on your account. The interactive PDF will give you a summary of all charges broken down by type and then by server. If you click on any one of your servers, you are instantly taken to the full pricing detail of that server by component. If you have any items not listed under a server on your invoice you can use our Associate Billing Orphans section to attach unassociated items to a server.

With these invoices, you can track your costs and equipment clearly to make sure the right gear is getting charged the right amount. You can even use our Show Next Invoice feature to project costs for the following month!

We hope you'll be amazed at all the features you now have at your fingertips! Please give us your feedback so we can be sure all questions are answered!

-Nikki

January 31, 2011

Welcome to SoftLayer 2011

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:

Completed:

  • 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

Continuous Processes:

  • 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.

-Skinman

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