Posts Tagged 'Contact'

August 15, 2012

Managing Support Tickets: Email Subscriptions

This week, the development team rolled out some behind-the-scenes support functionality that I think a lot of our customers will want to take advantage of, so I put together this quick blog post to spread the word about it. With the new release, the support department is able to create "Ticket Email Subscriptions" for different ticket groups on every customer account. As a customer, you might not be jumping up and down with joy after reading that one-sentence description, but after you hear a little more about the functionality, if you're not clapping, I hope you'll at least give us a thumbs-up.

To understand the utility of the new ticket email subscription functionality, let's look at how normal tickets work in the SoftLayer portal without email subscriptions:

User Creates Ticket

  1. User A creates a ticket.
  2. User A becomes the owner of that ticket.
  3. When SoftLayer responds to the ticket, an email notification is sent to User A to let him/her know that the ticket has been updated.

SoftLayer Creates Ticket

  1. SoftLayer team creates a ticket on a customer's account.
  2. The primary customer contact on the account is notified of the new ticket.
  3. Customer logs into the portal and responds to ticket.
  4. Customer gets notifications of updates (as described above).

There's nothing wrong with the existing support notification process, but that doesn't mean there aren't ways to make the process better. What if User A creates an urgent ticket on his/her way out the door to go on vacation? User B and User C aren't notified when an update is posted on User A's ticket, so the other users aren't able to get to the ticket and respond as quickly as they would have if they received the notification. What if the primary customer contact on the account isn't the best person to receive a monitoring alert? The administrator who will investigate the monitoring alert has to see the new ticket on the account or hear about it from the primary contact (who got the notification).

Ticket email subscriptions allow for customers to set contact addresses to be notified when a ticket is created, edited or moved in a particular ticket group. Here are the ticket groups differentiated in our initial release:

  • Billing - Any ticket in our Billing department
  • Maintenance - Scheduled maintenance notifications for specific servers
  • Network Protection - DDoS mitigation and Null Routes
  • Monitoring - Host Down Alerts
  • CST, SysAdmin and Hardware - Any ticket in our support and data center departments
  • Managed Services - Tickets that relate to any managed services
  • Network Maintenance - Scheduled network maintenance

You'll notice that Abuse isn't included in this list, and the only reason it's omitted is because you've always been able to designate a contact on your account for abuse-related tickets ... Ticket subscriptions extend that functionality to other ticket groups.

Because only one email address can be "subscribed" to notifications in each ticket group, we recommend that customers use their own distribution lists as the email contacts. With a DL as the contact, you can enable multiple users in your organization to receive notifications, and you can add and remove users from each distribution list on your end quickly and easily.

When User A creates a ticket with the data center and goes on vacation, as soon as SoftLayer responds to the ticket, User A will be notified (as usual), and the supportsubscription@yourdomain.com distribution will get notified as well. When a network maintenance is ticket is created by SoftLayer, the netmaintsubscription@yourdomain.com distribution will be notified.

Ticket email subscriptions are additive to the current update notification structure, and they are optional. If you want to set up ticket email subscriptions on your account, create a ticket for the support department and provide us with the email addresses you'd like to subscribe to each of the ticket groups.

We hope this tool helps provide an even better customer experience for you ... If you don't mind, I'm going to head back to the lab to work with the dev team to cook up more ways to add flexibility and improvements into the customer experience.

-Chris

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.
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