The document discusses the importance of maintaining a 30 minute response time for customer support. It identifies some potential problems like insufficient support staff size, lack of right talent, inadequate training, and lack of transparency. It provides recommendations such as accurately estimating support staff needs, hiring right talent with both technical and communication skills, implementing structured training, providing transparency to customers, building support processes, and viewing support as a critical company-wide mission rather than just a departmental function.

1. The Importance of the
30 Minute Response Time
Shridhar Luthria
GM, ResellerClub

2. A Little History

3. A Little History
Initial Domains focus
Introduced Hosting
Great Response
What was the problem?

4. What was the problem?
The Size of our Support Team?
Not having the right talent?
Insufficient Training?
Lack of Transparency?
Slower than average response times?

5. What was the problem?
Was it a Misguided Attitude
towards Support?

6. Next Steps

7. Size of the Support Team
Estimate the size of your Support Team:
Number of instances per order
Number of instances tackled by an individual
per day or the Average time per instance

8. Size of the Support Team
Estimate the size of your Support Team:
Identify future Support hiring needs by
analyzing business growth projections
Ensure that the size of the Support team is
adequate before launching new Products

9. Size of the Support Team
Estimate the size of your Support Team:
Include Support Scalability as a
critical part of your Product Planning

10. The Right Talent
Mix of Technical Qualifications &
Communication Skills
Previous experience is invaluable
Be picky

11. The Right Talent
Select staff that has the ability to
empathize with clients

12. Right Talent, Well Trained
A structured training plan is imperative
Make trainers accountable

13. Right Talent, Well Trained
Without adequate training, even
your best hires will underperform

14. Transparency
Nobody likes to hear “We’re looking into it”
Four key concerns in case of any issue
- How did this happen?
- What are you doing to resolve this issue
- Do I need to do something
- How long will it take for the matter to be
resolved

15. Transparency
Nobody likes to hear “We’re looking into it”
Encourage staff to dig deep and answer
these questions quickly
Offer ways to proactively update clients

16. Transparency
Nobody likes to hear “We’re looking into it”
Transparency is the new standard.
Everyone expects it.

17. Processes
Most important to ensure scalability
Build processes at all steps
Introduce internal SLAs

18. Processes
Processes can help reduce your
Response & Resolution times & allow
you to scale your business effectively

19. How important is Support to you?
The Hosting market isn’t as price-sensitive as
it used to be
Don’t measure the ‘Need for an Online
Presence’ but the ‘Dependency on an Online
Presence’.

20. How important is Support to you?
A Hosting business can be only as good as its 3
fundamental aspects:
Your Product
How well you market it
And your Support

21. How important is Support to you?
Customer Service shouldn’t be a
mission for just one department but
for your entire company.

22. Thank You