Technical support
Giving the customers support is an essential part of how Fasthosts operates. One way in which customers are retained is through good customer support.
There are two customer support teams, one based in the building in Gloucester and one in the Philippines. The two both provide customer support via accepting calls.
The Philippines centre focuses on SMB’s (Small to Medium Businesses), direct customers and people who have not been a Fasthosts for a while or not paying for the more expensive products. It is also in operation for 24 hours.
The group in Gloucester instead focus on people who have been customers for longer or are paying for more expensive products who are known as VIP’s. It is in operation from 7 in the morning to 12 at night.
Calls are received through Genesys Cloud, this software allows people taking calls to show when they are unavailable. The software overall makes the whole process of taking calls much easier.
Problems that people are encountering can be directed to a sight in the form of tickets. These tickets can be elevated to other people or teams that may have more expertise.
The team is also responsible for migrations as well, customers do have a free migration available but due to it being free for the customer it is not seen as high of a priority to other parts of support that may be needed.