Host1Plus.com, established in 2008, is one of the fastest growing web hosting companies located in the United Kingdom, with a network spanning the Netherlands, Germany and Singapore. Today Host1Plus provides shared hosting and VPS hosting, domain name registrations and services to automate website management, application scalability and performance.
We had a chat with Vincentas Grinius, founder of Host1Plus, about his company’s experience with Kayako and how it has improved the customer service they provide to a remote, multinational and distributed customer base.
So, which features of Kayako have the biggest impact on your team’s productivity and your overall support operation?
“It is hard to single out just one as Kayako fits perfectly with our workflow. The ability to document a problem and actions taken for other team members (using the send-to-knowledgebase tool) is crucial to our ability to recycle knowledge and diagnosis work. The filters for open tickets provide a real-time snapshot of our support issues.
Kayako delivered several features that enhanced the way we interacted with our customers. Using Kayako’s automated business rules including automations and macros, we can route customer requests efficiently.
Kayako lets us associate topics and posts with specific product releases so that customers can more easily determine which information applies to them. More importantly, we have increased collaboration among our users. Like-minded people are helping each other out and feeding off each other’s creativity. This all leads to deeper engagement with our product.”
What has the feedback from your support staff been like?
“Our support team is now able to simplify daily tasks by utilizing specific Kayako capabilities. With Kayako email and ticket rules, the support team can route tickets to the appropriate departments as soon as they are submitted. Using Kayako’s macros, they can deliver familiar responses to common support questions, and flag the tickets that agents are already addressing.
Moreover, the web-based ticketing increases access to support staff. Kayako makes a world of difference. It lets our cloud customers see the current status of their tickets, which increases their overall confidence in us.
By offering our customers an additional means of interaction, we have solidified our customer service in improving our customer interaction without devoting more resources. Some customers use Kayako as their primary means of communication with our support team.
Many of our customers don’t have time to make a call or interact via online chat, they appreciate being able to create a ticket and then come back to check on it at their own convenience.
Our customers want to feel taken care of, but they don’t need to be bothered with constant updates. Kayako allows us to customize our notifications to include only the most important milestones for each ticket.
We use Kayako to label incoming tickets by priority. Agents appreciate the ease with which they can create, manage, and update tickets in Kayako.”
How has your customer service improved since adopting Kayako?
“Kayako’s transparent system let customers experience superb customer service firsthand. We’ll never be able to prevent all issues, but Kayako helps our customers to get a ticket status at any moment. This helps us in providing an additional level of interaction with our cloud-based customers.
With Kayako, customers can look at a control panel, see a status, and get notified via email whenever an update occurs throughout the process. This is a huge step forward in showing our customers that when we promise, we walk the talk.
Not only does Kayako respond to our support requests within minutes, but they’re completely transparent with their customers. That’s a completely foreign concept to many businesses—but it’s an approach we’re adopting at Host1Plus. If we can pattern our service goals after Kayako’s and achieve them, we will know we are on the right track.
We built our business and reputation by providing excellent customer support. I want to give Host1Plus customers the same things I expect: speed and simplicity. Kayako has not only helped us meet those two goals, but has allowed us to scale our support team as the business grew rapidly.”