Changes to support and sales contacts

Starting this May we’re introducing a couple of changes aimed at making our sales and support services quicker, more efficient and more reliable. First of all, we will no longer be offering a dedicated e-mail address or phone number for sales enquiries. The phone option for sales will be removed and the sales@ e-mail address will simply route to our support@ address.

If you’ve contacted us before on either e-mail or phone for sales, you’ve probably talked to Siobhan. Siobhan joined the team over three years ago to assist us with inbound sales, but is now moving on to work directly within our marketing team. As such she will no longer be fielding direct sales queries. Don’t worry though, you can still say hi and chat with Siobhan, our team are always out and about and she’s usually the one behind our social media output, too.

We’ve decided to not hire directly into this role again and instead we’re moving back to the previous model we operated, where our whole team field sales inquiries. Everyone on our team knows our products inside out and is more than capable of helping you get the right product for your needs. Indeed, sales and support cases can often blur together, and ultimately we’re less concerned about selling you something than we are about ensuring you’re on the best package for your needs. That means you’ll be happier, you’ll need less support and you’ll keep renewing your service – that’s good for both of us.

With that in mind, we will also be paying sales bounties to our team at a single flat rate. It doesn’t matter if you purchase a Professional Hosting account or a WordPress account, we still reward the particular agent with the same amount of money. That means you can be assured that no matter who you talk to on our team, no one has any pressure to sell you something you don’t need. Everyone on our team is also armed with their own unique promotional code, so your first month on any hosting plan is always free. If you need to try something out, don’t be afraid to ask!

As ever, I’m always happy to spend extra time advising and assisting on more complex or unique queries – mark any e-mail FAO Stuart and I’ll personally review your case and get back to you as soon as I can.

Our second change is a tweak to our advertised support hours. Starting in May we’ll be offering support from 8:00 a.m. to 6:00 p.m. on weekdays along with the existing 9:30 a.m. to 5:30 p.m. at weekends. This change will allow us to better staff the hours where support demand is highest, and in turn result in quicker replies to more people. We’ll still have staff working behind the scenes after six in case something is emergent and as ever, our serverwatch team works 24/7 to monitor and respond to any generalised server or network issues.