[inx]Olly
08-21-2004, 03:42 PM
Ok,
So that topic title through you heh?
Ok, so I think I must be coming up to my first month using them now, so here's a review; it's candid, and it's raw, but then I'm not going to dress it up anyway, as it's no use otherwise ;)
A bit of background about my company first, which should show you why we've chosen Tripod. Note Tripod are working for the first company in my sig. :)
We're at the stage where office hours are more than suitably covered by staff. We're at the stage where we're on MOST evenings to cover support and monitor servers. We're at the stage where like most you guys, we, and I spend all our time stuck in front of a PC, whether it be work or fun. However, it's not always the case.
I personally am getting to the stage where after 3 years running my own IT business(es) I want more out of life. I can quickly see my life slipping away to 100% work. Right now I'm working (bar the escape clause posting on WHT). My wife is at my inlaws having a great time. How I wish I was there :(
Working stupid hours, and not having enough me time, is something I've been aware of doing and am trying to work round. Outsourcing support was really phase one of this operation. I wanted the quality and selling point of 24.7 support for my customers, and I wanted to go down the pub for a few drinks and not worry about servers crashing. It's only natural, after all? ;) On to the juicy stuff.
The first outsourcing company I chose, I am not going to mention the name of. Needless to say, the people were very pleasant, but the end product was not good enough. It got to the stage were 100% of support tickets weren't even being touched. What a waste of time and money that was.
After reading round on WHT, before the juvenile STAY AWAY posts regarding tripod, I chose them after long deliberation.
My account took a long while to step up, because at the time Tripod were moving premises. I was impatient. I was a huge pain.
When we were setup, support tickets weren't answered and livechat wasn't manned. I was hanging my head in my shoulders, thinking...here....we....go...again.
It did pick up to an extent, up until Roj's mammoth post on WHT. After that things just seemed to click.
Staff would chase ME about support tickets. 'How do I answer this?', 'What do I do here?'.
Alll the time learning about my company.
With that response times started drastically improving. I think now we must be up to a one hour average response time. I am very happy.
At this point of my review, some advice. Don't expect miracles overnight. Ever hired staff? They take time to settle in. Same for outsourced staff, only LONGER. Expect it, and weather it. Make sure your communication is good, and stick in there. If the company is good- which Tripod are in my opinion, it'll work good.
I like having people there to help me out. Twice Tripod have helped me out when a server has decided to ruin my day. We all know this situation I take it? ;)
Each time I've been flapping like dumbo, fussing because I hate more than anything downtime and inconvenience for my customers. We all hate it.
Each time I believe I've transformed into the customer I go to bed cursing and spitting at. And each time Tripod have put up with me. Customer service is pretty top notch.
And what's the best way of improving your service? Ask what's wrong? Tripod ask me this regularly and I tell them. If I see a bad live chat, I tell them. They ask me to tell them. If a ticket gets a rubbishy response they are quick to stop it happening again. And it doesn't.
I really do have faith in building an excellent relationship with these guys as my company grows. The key really is communication and working on mistakes.
Tripod are willing to learn, they are hard working. Service is with a smile, and effort is never lacking.
Highly recommended for the more patient and understanding business person out there. Tripod Support come recommended by me :)
So that topic title through you heh?
Ok, so I think I must be coming up to my first month using them now, so here's a review; it's candid, and it's raw, but then I'm not going to dress it up anyway, as it's no use otherwise ;)
A bit of background about my company first, which should show you why we've chosen Tripod. Note Tripod are working for the first company in my sig. :)
We're at the stage where office hours are more than suitably covered by staff. We're at the stage where we're on MOST evenings to cover support and monitor servers. We're at the stage where like most you guys, we, and I spend all our time stuck in front of a PC, whether it be work or fun. However, it's not always the case.
I personally am getting to the stage where after 3 years running my own IT business(es) I want more out of life. I can quickly see my life slipping away to 100% work. Right now I'm working (bar the escape clause posting on WHT). My wife is at my inlaws having a great time. How I wish I was there :(
Working stupid hours, and not having enough me time, is something I've been aware of doing and am trying to work round. Outsourcing support was really phase one of this operation. I wanted the quality and selling point of 24.7 support for my customers, and I wanted to go down the pub for a few drinks and not worry about servers crashing. It's only natural, after all? ;) On to the juicy stuff.
The first outsourcing company I chose, I am not going to mention the name of. Needless to say, the people were very pleasant, but the end product was not good enough. It got to the stage were 100% of support tickets weren't even being touched. What a waste of time and money that was.
After reading round on WHT, before the juvenile STAY AWAY posts regarding tripod, I chose them after long deliberation.
My account took a long while to step up, because at the time Tripod were moving premises. I was impatient. I was a huge pain.
When we were setup, support tickets weren't answered and livechat wasn't manned. I was hanging my head in my shoulders, thinking...here....we....go...again.
It did pick up to an extent, up until Roj's mammoth post on WHT. After that things just seemed to click.
Staff would chase ME about support tickets. 'How do I answer this?', 'What do I do here?'.
Alll the time learning about my company.
With that response times started drastically improving. I think now we must be up to a one hour average response time. I am very happy.
At this point of my review, some advice. Don't expect miracles overnight. Ever hired staff? They take time to settle in. Same for outsourced staff, only LONGER. Expect it, and weather it. Make sure your communication is good, and stick in there. If the company is good- which Tripod are in my opinion, it'll work good.
I like having people there to help me out. Twice Tripod have helped me out when a server has decided to ruin my day. We all know this situation I take it? ;)
Each time I've been flapping like dumbo, fussing because I hate more than anything downtime and inconvenience for my customers. We all hate it.
Each time I believe I've transformed into the customer I go to bed cursing and spitting at. And each time Tripod have put up with me. Customer service is pretty top notch.
And what's the best way of improving your service? Ask what's wrong? Tripod ask me this regularly and I tell them. If I see a bad live chat, I tell them. They ask me to tell them. If a ticket gets a rubbishy response they are quick to stop it happening again. And it doesn't.
I really do have faith in building an excellent relationship with these guys as my company grows. The key really is communication and working on mistakes.
Tripod are willing to learn, they are hard working. Service is with a smile, and effort is never lacking.
Highly recommended for the more patient and understanding business person out there. Tripod Support come recommended by me :)