Manchester, UK (Gawkwire.com) According to information released by the company, the customer service investments include hiring additional staff, improved office hardware, and expansion of the customer service footprint within the 34SP.com global headquarters.
Part of initiative for the additional investments were the results of an extensive client survey conducted by 34SP.com in January 2009. The survey queried a large subset of 15,000 website hosting clients at 34SP.com and included shared, business, VPS and dedicated server clients. According to the survey results, when given a choice between: price, features, working with a local company, or service and support – the vast majority of clients chose ‘service and support’.
Co-founder of 34SP.com, Stuart Melling, explained the reasoning behind the customer service investments, ”Our clients have clearly confirmed what we have known since launching 34SP.com – service and support are the drivers behind our success and rapid growth. Our clients have rewarded our service focus with loyalty and referral business. These additional investments in our customer service department are an obligation for us in order to maintain the highest levels of service and support. Our clients deserve nothing less.”
In addition to increasing staff levels by 20 percent, 34SP.com has also added an improved chat functionality to its customer service offerings. The combination of increased manpower and an additional communication channel for service inquiries is expected to reduce wait times while adding convenience in the support process. The investments in additional staff also created the opportunity for 34SP.com to expand the footprint of the customer service department while upgrading the hardware used to support clients.
34SP.com also revealed one other interesting statistic from the client survey – referral rates. When asked, ”How likely are you to recommend 34SP.com?” a stunning 98 percent affirmed that they would refer the company. The company points to this data as confirming the positive effect that outstanding customer service has on referral rates.
To learn more about 34SP.com and its business web hosting services, please visit: http://www.34sp.com/business-hosting.