New Member of the ServerBeach Team

[knightfoo]

Over the past few months some of you may have noticed some changes going on at ServerBeach. We've had a few rough spots with support delays and network issues, most of which we have sorted out now. In the process of sorting through these issues we began to realize that it has been a looong time since we've evaluated how things work around here. If it ain't broke, don't fix it, right? Well, part of the problem was that we don't get much feedback from our customers, and the feedback we did get was rarely correlated to specific problems, so we couldn't tell that things were broke. :)

A lot of the problems could be attributed to growing pains .. what worked when we had a few hundred customers no longer worked for a thousands of customers. The support staffing needed some attention, the network needed some attention, some of our systems needed attention, etc. We eventually came to the conclusion that we had to bring in some "outside help" to get things organized and flowing smoothly. I've alluded to someone "new" helping out in the last few weeks, but I've never said who it was. This person has been around the forums for quite a while but has not been an official part of the ServerBeach team until recently. Please welcome the newest member of the ServerBeach family .. <drum roll>

-knightfoo

[QT]

Hi guys! Long time no see! I haven't been able to stick around and post as much as I'd have liked to these past couple of months because I've been recruited by The Beach! :)

I'm happy to be making this post because I have some great news for all of our ServerBeach customers!

There have been some pretty big changes inside of ServerBeach lately and we're really excited about the improvements that are taking place because of these changes! (Thanks to the help and feedback from our customers!)

We were aware of some of the issues that our customers were having with support and resolution times and we've made some headway on tackling these issues by making additions to our support staff, we've made some ticket resolution goals (being able to solve customer issues timely and effectively) for our teams, and we've made the commitment to be more communicative with our customers when issues arise.

The issues we've been experiencing in the past we can probably chalk up to growing pains (man did we grow and fast!), but we've finally made it to the point where we're able to expand our staff and focus even more on customer satisfaction.

So please bear with us while we're putting these changes in motion and I'm sure that you will be more than pleased with the outcome!

I've also noticed a few comments made out here in our forums that we should have some support techs out here. Well, we've brought two of our techs on board here and they'll be popping in from time to time helping out when they get the chance (keep an eye our for our newest LifeGuards)! Now keep in mind that they're only able to post around here in their free time. They have work to do and they're well aware that that's their first priority. So please don't get discouraged if they don't respond to your post(s) right away and please...do not bombard them with Private Messages. They're not here to handle your support issues, but to help you work through issues from time to time. If you require support, please go through the regular channel in the Ticket Console. They'll only be dealing with the Private Messages that they've requested themselves.

So far, I can say that the ticket resolution times these past couple of weeks have been great! I hope those of you that have submitted support tickets lately are taking notice as well!

If you ever have any comments or suggestions on other ways for us to improve, please feel free to shoot me a Private Message.

We've got some great things to come in our future and we thank you for hanging in there with us!

:)

[Tim]

Congratulations Kylie!

Good move SB.

[QT]

Originally posted by Tim
Congratulations Kylie!

Good move SB.

Thanks Tim! I'm really enjoying helping out around The Beach and helping in getting things moving and shaking for our customers! I'll be making a few phone calls in the near future in order to better understand how we can help our customers, not to mention I'd like to bring things down to a more personal level rather than just text on a screen...to me it makes it just a little more friendly.

Looking forward to talking to you guys soon! :)

[Mitch]

QT rocks and we're very glad to have her. Please keep the feedback coming!

Mitch.

[chud]

It's a pleasure to be here at the Beach with QT and Knightfoo.