Our Top Customer Care representative for August is Alex who achieved the excellent 98% Happy Clients rating. If you ever happen to meet Alex, you won’t ever assume that he’s a web hosting pro, a true basketball fan, and a comic geek at heart. He has a classy and sophisticated style, as if he works for the stock market-as he says. Learn more about Alex and his favorite customer care moments in the interview below.
Alex, this month, you had an incredible 98% Happy Clients rating. What do you think makes customers happy?
Alex: What I've learned from communicating with our customers is that they are happy when we are carefully listening to their issues and working with them to get to the best possible solution. Often people have an idea on what they want to do but sometimes don't know how to explain it.
What’s one tool that you think is most helpful for clients?
Alex: I think that our knowledge base is quite helpful to clients. Hands down it is what would show you how everything on our hosting platform works, explaining why it works that way, and how you can easily use our tools.
What piece of advice would you give to people starting a website?
Alex: I would advise people working on their first site to be patient. Do a lot of research before you do a certain thing. Try and start off with easy development tools. Most of us use WordPress to develop a site. Trust me if there is an option to do something, WordPress has a plugin for it. Sometimes even configurations that have to be done through the server could be found in the form of a plugin.
What are some of the tools that you use for productivity while managing a site?
Alex: I don’t use productivity tools. A tool may not always know the details of what plugin you want to install, the design you want to do, the feature you are trying to implement, etc. Sometimes you have to sit back for a few moments and create a plan in your mind on how you are going to approach a certain issue before you start.
What did you wish people knew about your work?
Alex: Sometimes, I wish people knew that the knowledge we have gained has to do with years of hard work and studying. We do really appreciate when a customer is patient as we are trying to interpret something we spent months learning, over the course of a 20-minute chat. 🙂
Your funniest client support situation?
Alex: I had a client once that checked my profile bio and saw that I was a basketball fan. He didn’t have a problem with his site, he just wanted to chat about basketball and what new is happening around the NBA. 🙂
What’s one thing people would be surprised to learn about you?
Alex: I usually carry myself stylishly with button up shirts, classy shoes, slicked pants looking like I work for the stock market. However, I am a huge comic geek.
Do you have a favorite quote or motto?
Alex: Work hard, play hard. All day! 💪