Customer Service Handling Times Cut by Two-Thirds at 123-reg
The UK’s leading web hosting and domain registrar, 123-reg, has cut the waiting times its customers encounter by a staggering two-thirds, thanks to an investment in the infrastructure, systems and staff of its customer services division.
The investment includes the appointment of new employees such as customer service agents, a team of trainers including a dedicated in-house customer service trainer providing on-hand support, guidance and refresher sessions. In addition, the implementation of a bespoke Customer Relationship Management (CRM) system also allows agents to handle incoming calls much faster than ever before.
Internally, 123-reg has categorised its agents into two sections: online staff – those responsible for handling the brand’s ‘ticketing’ queries directly logged online and, call handlers – a team of telephone operatives who manage problems via the CRM system.
To effectively evaluate its services and ensure customer feedback is incorporated into its continually-evolving customer service strategy, 123-reg has also introduced a survey. Within the survey, customers are asked for their opinions on what the company does well and what changes they would like to see implemented, as well as feedback on their customer service experience.
Thomas Vollrath, managing director of 123-reg, comments: “As the UK’s largest domain registrar, registering every fifth .co.uk domain, we experience a large volume of calls from businesses and consumers who generally need support, want to make changes to their accounts or who are experiencing problems. As such, and like any public facing company, getting customer services right can be a lengthy learning process and we are extremely happy to see the impact that the investment in customer services has already made.
“Providing excellent customer service is of paramount importance to us, and as such this investment in improving standards is just the beginning; with our newly trained and appointed team and more intelligent CRM systems, coupled with the introduction of a customer feedback survey, we have the necessary infrastructure in place to continually monitor and improve our service.”
A series of improved user guides and frequently asked questions have also been added to the 123-reg site to support customers who want to troubleshoot minor problems themselves. To assist further, the company will also shortly be launching ‘live chat’, an instant messaging service which will allow customers to communicate directly with agents in real-time.
For further information regarding 123-reg and its range of services, please visit www.123-reg.co.uk.
123-reg is the UK’s top domain registrar, registering every fifth .co.uk domain. It’s a market leader in domain name registration (2.6 million domains) and web hosting solutions. With extensive experience of the industry, the company is able to offer high quality, technically advanced yet cost-effective products to a wide range of customers. 123-reg UK was voted third most popular web host in July 2010 by Web Host Directory and ninth in its Best Ten Web Hosting awards (April 2010). www.123-reg.co.uk is part of the UK’s leading web hosting group and 2010 Sunday Times Deloitte Buyout Track 100 company, Webfusion. The group also consists of www.webfusion.co.uk, www.corporate.webfusion.co.uk. www.donhost.co.uk and www.supanames.co.uk, each making every step of setting up online as easy as 1, 2, 3.