(WEB HOST INDUSTRY REVIEW) — Web hosting provider ServInt (www.servint.com) announced on Wednesday it has introduced its KickStart program to “simplify the sign-up, turn-up and migration processes for its new customers.”
The new program is part of ServInt’s significant new investments to maintain exceptional customer service.
The program includes new online tutorials and walk-through instructions, streamlined internal processes and extensive “real-person” interaction between ServInt Managed Services Team members and new customers.
The program has been in development for the past couple of months, running on a pre-launch testing period last month.
“We were realizing was that even though it was a small percentage, there were people who were falling through the cracks,” says Christian Dawson, COO at ServInt. “They would sign up for service and a couple of months later they were asking to cancel their contract and said they never got set up.
“We put a lot of effort into tutorials, walk throughs, and when people reach out to us we try our darndest to make sure they have all the tools they need to succeed… But there were some people who weren’t proactively going out there and getting that information, which is a problem because not only are you potentially losing revenue, you’re also losing a chance to really “wow” them.”
Now, when customers sign up for ServInt account they will be prompted with the question “do you think you’re going to need help getting started?”
Those customers who categorized themselves as “needing help” will be contacted by ServInt’s managed services team, where they will schedule a time to talk to customers over the phone and address their needs and answer any questions they may have.
Kickstar received an overwhelmingly positive response during pre-launch testing, praising the “easy to use”, web-based walk-throughs and the in-person phone outreach.
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