Chris.M
Member
I have been thinking this through for hours. Visiting plausible scenarios, making mental calculations. Time after time, scenario after calculation, I simply cannot figure it out. Nothing - just nothing - adds up.
... Your ticket response times. They're consistently hypersonic. Consistently.
So, my question is this: Do you, in the support office, maintain some sort of "central caffeine IV" system? Arrive for your shift, sit down at your desk, and connect to the pipeline... that sort of thing. Yes? No? "What the hell are you talking about, Chris?" Come on, spill.
On a more serious note, I'm serious when I refer to the response times as hypersonic. I was reviewing the average response time for the support tickets I have submitted, thus far. The vast majority of them have been assigned and responded to in a minute or less. Are you kidding me? Many have been completely solved within 3-5 minutes. Mind you, these are "Normal" priority tickets. Those that required more attention were handled in the most attentive manner that I've seen from any premium managed provider. The responses and explanations... all detailed, informative. The easiest way to describe it would be, "simply impressive." There has to be large quantities of caffeine involved.
And it's not just the support crew. This level of quality remains consistent in both sales and billing. More recently, Debbie responded to a sales inquiry of mine... on a Sunday morning. Justin then responded to the same inquiry later that evening. This has happened on more than one occasion. I was not expecting to receive a response until Monday, during normal business hours. I'm assuming the Justin I have spoken with is one of KnownHost's owners. Great guy to deal with and immediately personable. The same goes for Debbie. The fact that they are actively responding to clients outside of normal business hours tells me that I'm working with a team of great people who care. They genuinely care.
Enough with the gushing already. Just continue to do what you're doing, because it's outstanding. And please, let me know about that central coffee distribution system...
Chris
... Your ticket response times. They're consistently hypersonic. Consistently.
So, my question is this: Do you, in the support office, maintain some sort of "central caffeine IV" system? Arrive for your shift, sit down at your desk, and connect to the pipeline... that sort of thing. Yes? No? "What the hell are you talking about, Chris?" Come on, spill.
On a more serious note, I'm serious when I refer to the response times as hypersonic. I was reviewing the average response time for the support tickets I have submitted, thus far. The vast majority of them have been assigned and responded to in a minute or less. Are you kidding me? Many have been completely solved within 3-5 minutes. Mind you, these are "Normal" priority tickets. Those that required more attention were handled in the most attentive manner that I've seen from any premium managed provider. The responses and explanations... all detailed, informative. The easiest way to describe it would be, "simply impressive." There has to be large quantities of caffeine involved.
And it's not just the support crew. This level of quality remains consistent in both sales and billing. More recently, Debbie responded to a sales inquiry of mine... on a Sunday morning. Justin then responded to the same inquiry later that evening. This has happened on more than one occasion. I was not expecting to receive a response until Monday, during normal business hours. I'm assuming the Justin I have spoken with is one of KnownHost's owners. Great guy to deal with and immediately personable. The same goes for Debbie. The fact that they are actively responding to clients outside of normal business hours tells me that I'm working with a team of great people who care. They genuinely care.
Enough with the gushing already. Just continue to do what you're doing, because it's outstanding. And please, let me know about that central coffee distribution system...
Chris
