Phone calls are an important factor to determine the conversion rate of sales for a company. But many customers felt reluctant to call up a service center to enquiry when they need to. Most would rather write an email. The reason is because of the dissatisfaction of service they would experience that put them off from calling. Their dissatisfactions comprise of the level of service provided by the operator that lacks the tone of courtesy, proficiency of communication, effectiveness of problem solving skills, empowerment for decision making and respond time.
Everyday, I would hear the technical support that sits beside me greeting the callers warmly with the exact soft tone of message. I would sometimes tease him lightly by mimicking his tone and told him that his mechanical script seems to work very well. He joked by saying that he’ll change his greeting by asking, “why are you calling webserver”. It inspired me instantly by wondering, what motivates all these phone calls and what enhances their motivations to call, whether to purchase, enquire, comment or complain.
So why should you call Webserver? Because of the soft and polite tone of the staffs? Possibly, but definitely not the only and significant reason. Perhaps it’s the positive vibe that the caller receives from the operator who is proactive and positive is answering all phone calls regardless of the issues. Congruently aligned with the corporate value, Webserver’s staffs believe that they are the troubleshooters and their role survives because customers give them trouble to solve. This maintains their positive attitude and taking initiative whenever possible to talk to the clients.
Effective communication is what enhances their intend. Some offshore clients are surprised to know that the staff speaks proficient English and communicate effectively to address the issue, as they may not know that English is only one of the common language besides being able to converse in Malay, Chinese and Indian fluently.
Another reason that motivates people to call Webserver is the assurance of honesty. Webserver ensures that all communication is delivered to the most transparent manner. Be it a problem or a price, all answers have only truthful elements.
The work of solving problem has been the profession of Webserver’s staff for the past 11 years. All staffs are experience and skillful to handle issues individually. With a standard guideline of 1 hour response time, the team is proficient in solving most issues. This quality is what makes such service essential for mission critical hosting.
Perhaps there are other more reasons for people for call, but one thing for sure is that Webserver will always be there to pickup a call as a reliable web hosting.
Aimed to become the best in web hosting for excellent services and reliability, Webserver is also keen to develop a lasting goodwill through its virtue of CSR works. The transparent communication and CSR activities that covers many social developments are carried out from time to time to create a solidifying relationship and trust with its stakeholder.
