LeaseWeb Upgrades Customer Support
LeaseWeb announced that it has implemented significant upgrades to its Support Department to improve the customer support experience it offers. According to the company’s statement, the Amsterdam-based web hosting provider has been implementing the said improvements over the past six months.
LeaseWeb’s support department has become a bit overburdened during the last quarter of 2008 due to the considerable growth that the company experienced. The department had to address new difficulties because of the lack of engineers during that period and because the it was staffed by lower qualified professionals. Add to that is the fact that the company is highly technology-oriented which means that customer-friendliness may not be one its strongest points.
Upgrades implemented by LeaseWeb including hiring 20 highly qualified engineers as well as improving the terms of employment for its current staff. All the support engineers also had to undergo communications training in order to be able to provide assistance in a friendlier manner. These efforts have yielded a 20 percent increase in the number of satisfied customers during the last six months.
Six months earlier, the company faced disappointing customer satisfaction results from a previous survey. According to LeaseWeb operations director Rolph Haspers, the survey results have confirmed the management’s feeling that the Support Department is found wanting and so they immediately responded to the issue. As a short-term measure, the company hired additional Support Staff from the UK which helped relieve a bit of the pressure from LeaseWeb’s less experienced in-house staff.
As a long-term resolution, the company also looked for more qualified engineers to expand the department. Expansion is still ongoing, says Haspers. But the current staffing has improved significantly and this is reflected on the new customer survey results.
A large percent of the company’s clients are specialists such as Web developers, system integrators and application developers reselling hosting services and integrating them in a total solution.
