Why you’ll always speak to a trained engineer, who is free from scripts and free to make the changes you need.Posted on 28 October 2015 - Support
Is there anything more infuriating than calling a company for support, being forced to engage in a scripted role play with the person at the other end of the phone and eventually finding out that that person is incapable of solving the problem you were phoning about in the first place?
There probably is something more infuriating, but we can’t think of it off the top of our heads. That’s why we do everything possible to ensure that’s not the experience you have when you get in touch with Tibus. We do things a bit differently.
The only reasons we can think of that would mean you need to give an employee a script are that you don’t think they are capable of holding a normal conversation or you don’t think they really understand the subject matter they are discussing sufficiently to be able to sustain the conversation.
Neither of those apply at Tibus, so we don’t use scripts. Here’s how we make sure there is no need for them…
We don’t employ people to answer the phone; we employ people who understand the things people call our support line to discuss, then have them answer the phone. That overcomes the aforementioned issue of people who need scripts because they don’t really understand the call.
So, when you phone our support line, you will talk to an engineer whose training and background is in the things you want to ask about.
As we’ve already established, working your way through arbitrary questions on a script often doesn’t solve anything. Even on the occasions that it does, it usually takes far too long to reach a resolution.
So, as well as having engineers take support calls, we also give them the technical privileges to be able to solve any issues there and then, while you’re on the phone if appropriate. The result is a quick and straightforward brand of web hosting support.
All of these things not only make sense, they also save us time and, more importantly, save you time.