Hosting 365

Hosting365.ie, Ireland’s largest independent hosting company, has upgraded its help desk facility to provide a full range of freefone, email, web and live Internet chat support services to its customers.

Nick Azeri, Technical Operations Manager, believes this comprehensive support service is unique to Hosting365 when compared to other hosting companies. “The majority of hosting companies offer only limited support and when ‘live’ support is provided at all, it is often done so at a premium rate. Hosting365.ie has always offered a full and free service to its customers and extending it to cover all four access points means we can offer our customers the very best help desk in the industry.�

Azeri was brought into Hosting365 so that the company could capitalize on his extensive experience in the IT industry, specifically in service delivery. As Azeri explains: “I see my role as twofold; firstly to introduce customer enablement and secondly to reduce the need for our customers to call us.

“Our customers will always require assistance. Our aim is to provide the most efficient and exact solutions possible and enable our customers to retrieve this information easily on our website. By call reduction, we mean the introduction of proactive information services that will advise customers of service events, such as network problems or email issues, for example caused by an email virus, and thus negating the need to call the help desk. This allows us to concentrate on resolving customer issues more efficiently.�

Current call logs maintained by Hosting365 show a balance between access calls and avoidance calls running at 80 to 20 respectively but Azeri is keen to migrate that ratio to nearer 100 to 0 percent. “We have motivated and skilled full time help desk agents who, in turn, have access to the full resources of the engineering department for call escalation. In addition to improving the quality of calls handled by our help desk personnel, we also aim to upskill their level of expertise to increase the first time resolution rate, ultimately benefiting our customers.�