Weekend phone support – We’re listening to you!

Since my blog article back in June (found here), quite a lot has happened within the company and the customer support department. The main thing being our relocation to new offices in Stevenage, Herts where we will shortly be opening our brand new in house data centre.

Specifically within the support department we have installed a new phone system including large plasma screens mounted on the wall which display information for all of our support staff to see. They can now see things like exactly how many calls are in the queue waiting to be answered and for how long they have been in the queue for. This new system helps us to accurately monitor the phone activity statistics and to allocate the relevant number of staff to handle the amount of calls at any one time.

Yes, there has still been the odd occasion when we’ve had all available staff on the phones and yet the queues and waiting times were still creeping up. But the last 3 months phone statistics have seen a dramatic improvement and things like the average call waiting times have come down to a much more acceptable level overall.

In my last blog article I asked you, our customers, for ideas and suggestions of things you’d like to see LCN doing. As a result of this feedback we have made several changes and additions to the LCN website. The option to view up to 100 domains on 1 page and a sorting facility to arrange your domains in alphabetical or renewal date order are just a couple of the things that have been added to our customers account pages.

One of the most common suggestions from our customers is for us to be available to speak to on the phones at weekends rather than only providing email support. With this in mind, I am pleased to announce that not only will we be introducing phone support at the weekends but we will also be extending our midweek phone support hours. With effect from Monday 17th November, the revised times when we will provide phone support will be as follows :

Monday – Friday : 9:00am until 10:00pm
Saturday & Sunday : 10:00 am until 2:00pm

This change is purely as a result of us listening to you and your feedback and we want this to continue as we move forward towards our target of consistently providing a 5 star customer service. Therefore, if you have any ideas, suggestions or even criticisms about the way we do or don’t do something then please let us know by using the following link : feedback@lcn.com . I will personally read all replies and as we have already demonstrated, we will act if we agree and feel it is necessary.