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Hello everyone,
It is certainly my loss for not being on ICQ to field your request. I have been available by phone and email but today is my first time on ICQ since leaving for the Atlanta Forum on Thursday morning.
We are known for quality support. I understand that appearance to outsiders could be confusing if one was simply referring to the ICQ status summary. As a tool, the status summary is not always accurate. Furthermore, that not having visibility isn't at all an indication of who is working and who is not. It could be because someone is at the datacenter, on a break or simply because they are focusing on specific task(s) and not logged in or because they are logged in as invisible.
What has counted to myself and our clients is that we are staffed and taking care of business. Whether it is by phone, ICQ, ticket system or email the emphasis is always on properly organizing support requests. Publishing cell phone numbers when anyone can call 888-345-MOJO and simply press "1" for support is simply demonstrates our further commitment to client satisfaction.
I will say that it is an organizational goal to have support show on ICQ more often than they do currently. Fundamentally, the lack of presence has been unimportant because there is no such thing as a client needing to reach us and not being able to. To us, 24/7 ICQ support is defined as your ability to chat with us on ICQ anytime day or night if requested and as a client you have a means to do this, our ticket system for those rare instances when we're not showing as online. To draw an analogy, just because we have 24/7 phone support doesn't mean we would staff a party line waiting for clients to show up. Rather, it is many times more efficient to be working on something else while waiting for the phone to ring.
Many smaller hosts are happy to do any amount of support over icq with no paper trail or history of discussion. With many employees spread across multiple shifts and clients with very high expectations, we find it important to have structure for increased accountability.
There are plenty of hosts with empty live chat rooms. There are plenty of hosts who outsource support and don't have true employees. There are plenty of hosts representing as if they always have someone on when in fact they don't and sometimes it's the mobile device of the owner or someone that is logged in but sleeping. Most of you have been at those companies, they are the ones with deaf ears or incompetent techs that had you in search of a new provider at one point or another. If I was staffing with outsourced labor at 1/5 the cost then we wouldn't have the reputation we do for quality.
Just as techs aren't sitting "waiting" for support requests so to speak, neither am I for sales. Being completely honest, I always have a waiting list of people in pre-sales. Much better to have this than the "pump and dump" over-promise and under-deliver that is far too common, I think.
We give 110% to our clients, we always win on quality! Thank you for the opportunity to share our position on ICQ support and sales.
Sincerely,
Brad
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President at MojoHost | brad at mojohost dot com | Skype MojoHostBrad
71 industry awards for hosting and professional excellence since 1999
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