Whenever we note patterns and consistencies in questions support are receiving, we\u2019ll work to create and produce guides to help save customers time and allow them to find the information they need as quickly as possible.<\/p>\n\n\n\n
As a result, a lot of the answers I\u2019d usually give are already in the database! <\/p>\n\n\n\n
However, if I had to really think about one, I think the most consistent types of question would be understanding the process for migrations. So, how to go about migrating from specific hosts external to us and what details are needed.<\/p>\n\n\n\n
If you look at our customer reviews<\/a>, our technical support is by far the element of 20i services that people value the most. <\/h5>\n\n\n\nWhy do you think that is?<\/h5>\n\n\n\n
In my experience, it comes down to feeling like you\u2019re being spoken to as an individual. <\/p>\n\n\n\n
A lot of the times customers have expressed satisfaction with how a ticket or live chat was handled, it\u2019s usually that they felt listened to and that their problems were addressed by someone who wants to actively help them. <\/p>\n\n\n\n
Many say that they\u2019re happy that our team doesn\u2019t simply just read from a script, but rather instead go out of their way to both understand and address any issues that a customer may have, and I have to agree. <\/p>\n\n\n\n
When you come to someone for help, you want to feel like they actually want<\/em> to help you, after all!<\/p>\n\n\n\n![\"A](\"https:\/\/www.20i.com\/blog\/wp-content\/uploads\/2022\/08\/Trustpilot-5-star-review.png\")
A typical review that praises our support<\/figcaption><\/figure>\n\n\n\nWhen you come to someone for help, you want to feel like they actually want<\/em><\/strong> to help you<\/p>Ruth Turner<\/cite><\/blockquote><\/figure>\n\n\n\nHow do you\/we keep that consistent though?<\/h5>\n\n\n\n
It\u2019s a matter of ensuring that personal connection remains. Our focus as support is, and always will be, on ensuring that the customers don\u2019t feel like \u2018just another number\u2019 when they come to us for help. <\/p>\n\n\n\n
Focus should always be on listening to the problems clients are bringing to the table, understanding what\u2019s going wrong and providing solutions and advice to the best of our ability.<\/p>\n\n\n\n![\"Ruth](\"https:\/\/www.20i.com\/blog\/wp-content\/uploads\/2022\/08\/Ruth-Turner-at-work.jpg\")
Ruth coaching a member of the Support Team<\/figcaption><\/figure>\n\n\n\nAs a company grows, it\u2019s often the quality of the support that declines \u2013 why do you think that happens? Is there a way to stop that?<\/h5>\n\n\n\n
Usually that type of problem boils down to the support team being distanced from the rest of a company as it grows. With the addition of more departments, often companies will become more segmented with less communication between key points which can slow down processes and make fixing issues for the customer much more difficult. <\/p>\n\n\n\n
The key in my mind is to ensure that, no matter how large a company gets, these individual departments still have means to properly communicate and work together. <\/p>\n\n\n\n
By bridging these gaps, support can in turn bring attention to problems earlier, get customers where they need to be and bring a much more consistent support experience for their clients.<\/p>\n\n\n\n
You\u2019ve been successful in the 20i Support Team \u2013 I\u2019ve seen you singled-out by customers for praise a number of times \u2013 what\u2019s the secret of your personal success?<\/h5>\n\n\n\n
Thank you! <\/p>\n\n\n\n
I\u2019m always flattered to hear messages from clients who are happy with the support I\u2019ve provided, though I don\u2019t know if I\u2019d say there\u2019s any kind of special \u2018secret\u2019 to it. <\/p>\n\n\n\n
It really just boils down to doing everything you can to help someone out. <\/p>\n\n\n\n
If someone\u2019s come to me for help, no matter how small they may deem the issue, I\u2019m here to help them, so I go at it with my all and try to go above and beyond what would be expected. <\/p>\n\n\n\n
It\u2019s not just about fixing something \u2013 if I can also help guide and advise while we sort the issue, I\u2019ll gladly do so, and I think a lot of people appreciate that.<\/p>\n\n\n\n
Some people are under the impression that the fact that 20i doesn’t have telephone support is an issue. <\/h5>\n\n\n\nCould you explain why we don’t have telephone support?<\/h5>\n\n\n\n
I can certainly understand why someone would think that: when you\u2019re stuck in a rut, hearing a human voice reassures you that the person you\u2019re talking to is legitimate, not just some bot reading from a script. <\/p>\n\n\n\n
But there\u2019s also problems with phone support that often go overlooked. <\/p>\n\n\n\n
Explaining problems succinctly and demonstrating what\u2019s going wrong over purely audio can really be quite difficult for both ourselves and for clients, depending on their level of technical skill. <\/p>\n\n\n\n
Not only that, if a support agent does need time to fix an issue, clients can end up stuck on hold which is an incredibly frustrating experience we\u2019ve all been through. <\/p>\n\n\n\n
Through tickets, agents have the time they need and the means to communicate information as clear and direct as possible. They can provide screenshots and demonstrations to help break down difficult processes. <\/p>\n\n\n\n
If a fix does take a long time to work through, we\u2019re not taking up our client\u2019s evening asking them to hold on a phone line while we work to get them where they need to be.<\/p>\n\n\n\n![\"Ruth](\"https:\/\/www.20i.com\/blog\/wp-content\/uploads\/2022\/08\/Ruth-at-a-PC.jpg\")
^Geek toys<\/figcaption><\/figure>\n\n\n\nWhat do you enjoy doing when you\u2019re not solving people\u2019s problems?<\/h5>\n\n\n\n
I\u2019m a geek at heart, if the interest in technology wasn\u2019t a dead giveaway. <\/p>\n\n\n\n
Most of my time outside of work is spent gaming or writing for personal projects with friends. I\u2019ve also recently been enjoying a lot of podcasts lately \u2013 services like Spotify have made it really easy to keep up to date with comedians and internet personalities while I go about my day to day.<\/p>\n\n\n\n
What\u2019s the best thing about working for 20i?<\/h5>\n\n\n\n
The coffee! Nah, honestly, if I had to say so, it\u2019d probably be how personable the team is.<\/p>\n\n\n\n
One of my biggest worries when I first came out of university was that I\u2019d join a company and my colleagues would remain just that. But everyone who works with us is friendly, and we\u2019re all open to chat to one another regardless of what part of the company we work in. I feel like I know practically everyone here, which isn\u2019t something you can say often for a lot of companies.<\/p>\n\n\n\n
On top of that, the company is incredibly accepting and forward thinking \u2013 the office is a safe space for members of the LGBTQ+ community, and positivity is clearly a priority here. We\u2019re like one big family, really!<\/p>\n\n\n\n
When you come to someone for help, you want to feel like they actually want<\/em><\/strong> to help you<\/p>Ruth Turner<\/cite><\/blockquote><\/figure>\n\n\n\n
How do you\/we keep that consistent though?<\/h5>\n\n\n\n
It\u2019s a matter of ensuring that personal connection remains. Our focus as support is, and always will be, on ensuring that the customers don\u2019t feel like \u2018just another number\u2019 when they come to us for help. <\/p>\n\n\n\n
Focus should always be on listening to the problems clients are bringing to the table, understanding what\u2019s going wrong and providing solutions and advice to the best of our ability.<\/p>\n\n\n\n
Ruth coaching a member of the Support Team<\/figcaption><\/figure>\n\n\n\n As a company grows, it\u2019s often the quality of the support that declines \u2013 why do you think that happens? Is there a way to stop that?<\/h5>\n\n\n\n
Usually that type of problem boils down to the support team being distanced from the rest of a company as it grows. With the addition of more departments, often companies will become more segmented with less communication between key points which can slow down processes and make fixing issues for the customer much more difficult. <\/p>\n\n\n\n
The key in my mind is to ensure that, no matter how large a company gets, these individual departments still have means to properly communicate and work together. <\/p>\n\n\n\n
By bridging these gaps, support can in turn bring attention to problems earlier, get customers where they need to be and bring a much more consistent support experience for their clients.<\/p>\n\n\n\n
You\u2019ve been successful in the 20i Support Team \u2013 I\u2019ve seen you singled-out by customers for praise a number of times \u2013 what\u2019s the secret of your personal success?<\/h5>\n\n\n\n
Thank you! <\/p>\n\n\n\n
I\u2019m always flattered to hear messages from clients who are happy with the support I\u2019ve provided, though I don\u2019t know if I\u2019d say there\u2019s any kind of special \u2018secret\u2019 to it. <\/p>\n\n\n\n
It really just boils down to doing everything you can to help someone out. <\/p>\n\n\n\n
If someone\u2019s come to me for help, no matter how small they may deem the issue, I\u2019m here to help them, so I go at it with my all and try to go above and beyond what would be expected. <\/p>\n\n\n\n
It\u2019s not just about fixing something \u2013 if I can also help guide and advise while we sort the issue, I\u2019ll gladly do so, and I think a lot of people appreciate that.<\/p>\n\n\n\n
Some people are under the impression that the fact that 20i doesn’t have telephone support is an issue. <\/h5>\n\n\n\n
Could you explain why we don’t have telephone support?<\/h5>\n\n\n\n
I can certainly understand why someone would think that: when you\u2019re stuck in a rut, hearing a human voice reassures you that the person you\u2019re talking to is legitimate, not just some bot reading from a script. <\/p>\n\n\n\n
But there\u2019s also problems with phone support that often go overlooked. <\/p>\n\n\n\n
Explaining problems succinctly and demonstrating what\u2019s going wrong over purely audio can really be quite difficult for both ourselves and for clients, depending on their level of technical skill. <\/p>\n\n\n\n
Not only that, if a support agent does need time to fix an issue, clients can end up stuck on hold which is an incredibly frustrating experience we\u2019ve all been through. <\/p>\n\n\n\n
Through tickets, agents have the time they need and the means to communicate information as clear and direct as possible. They can provide screenshots and demonstrations to help break down difficult processes. <\/p>\n\n\n\n
If a fix does take a long time to work through, we\u2019re not taking up our client\u2019s evening asking them to hold on a phone line while we work to get them where they need to be.<\/p>\n\n\n\n
^Geek toys<\/figcaption><\/figure>\n\n\n\n What do you enjoy doing when you\u2019re not solving people\u2019s problems?<\/h5>\n\n\n\n
I\u2019m a geek at heart, if the interest in technology wasn\u2019t a dead giveaway. <\/p>\n\n\n\n
Most of my time outside of work is spent gaming or writing for personal projects with friends. I\u2019ve also recently been enjoying a lot of podcasts lately \u2013 services like Spotify have made it really easy to keep up to date with comedians and internet personalities while I go about my day to day.<\/p>\n\n\n\n
What\u2019s the best thing about working for 20i?<\/h5>\n\n\n\n
The coffee! Nah, honestly, if I had to say so, it\u2019d probably be how personable the team is.<\/p>\n\n\n\n
One of my biggest worries when I first came out of university was that I\u2019d join a company and my colleagues would remain just that. But everyone who works with us is friendly, and we\u2019re all open to chat to one another regardless of what part of the company we work in. I feel like I know practically everyone here, which isn\u2019t something you can say often for a lot of companies.<\/p>\n\n\n\n
On top of that, the company is incredibly accepting and forward thinking \u2013 the office is a safe space for members of the LGBTQ+ community, and positivity is clearly a priority here. We\u2019re like one big family, really!<\/p>\n\n\n\n