To stay informed of how things are going at Volusion headquarters, take a look at how our Out of this World Support fared in July 2011.
In a previous blog post, I wrote about our decision earlier this year to dramatically change the focus of our support team to emphasize quality, responsiveness and “wow factor” over traditional productivity metrics found in most other companies. This change of focus was not without challenges – we spent the majority of Q1 hiring additional staff, delivering training and reworking core processes to support this change in mindset.
In Q2 we began to realize the fruits of this effort, ending the quarter with a record high 95.1% of support contacts receiving perfect ratings by our customers. Q3 is already off to a fantastic start, and I wanted to share some of the results.
While these results are exceptional, I believe that there is an opportunity to provide you with a level of support way beyond anything you’ve ever experienced. To help realize that vision, we are making some significant investments towards enhancing Out of this World™ Support in the coming months.
Thanks you for trusting us with your online business. It’s our privilege and pleasure to be here for you 24x7x365.
– David Mitzenmacher, Chief Customer Officer firstname.lastname@example.org