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2010 support in 3 days


tallen
11-06-2010, 22:54
Quote Originally Posted by Myatu
I'm glad to see that OVH is trying to up the ante with support. It's probably the most common reason for people's dislike with the company. And people are generally inclined to spread negative comments rather than positive ones...

One more thing to write down: use Twitter. Okay, so maybe it's a fad... But it's doing wonder for me, as a customer, and companies alike. I've had quite a few issues with UK companies resolved through Twitter, and it was also through this where we got Virgin Media to contact Oles about the speed issues... Ever so often you also get some good deals through it (ie., HP was giving our one-day only discounts, Vodafone was giving away phones, etc.). At the same time, you'll be engaging the customers more... It's that what's missing most probably -- a bit of a human side (kick some fun sometimes! Smile! )

On the latter: See if there's interest to organise a meet-up day... A BBQ using old server parts or something - good for YouTube clips too
BBQ with older server parts!? Sounds like my type of BBQ!

Yeah, the only problem with OVH (Well except the setup fees.. :P) is the fact support and much of the news articles are in French. I mean this can be quite easily sorted by hiring more staff. At least OVH is better than Digicube.fr, online.net etc as they actually have a English website!!!
Other than that, OVH is a quality server provider.

Myatu
11-06-2010, 21:58
I'm glad to see that OVH is trying to up the ante with support. It's probably the most common reason for people's dislike with the company. And people are generally inclined to spread negative comments rather than positive ones...

One more thing to write down: use Twitter. Okay, so maybe it's a fad... But it's doing wonder for me, as a customer, and companies alike. I've had quite a few issues with UK companies resolved through Twitter, and it was also through this where we got Virgin Media to contact Oles about the speed issues... Ever so often you also get some good deals through it (ie., HP was giving our one-day only discounts, Vodafone was giving away phones, etc.). At the same time, you'll be engaging the customers more... It's that what's missing most probably -- a bit of a human side (kick some fun sometimes! Smile! )

On the latter: See if there's interest to organise a meet-up day... A BBQ using old server parts or something - good for YouTube clips too

fozl
11-06-2010, 17:19
Feedback noted, some of this has been asked for before, for instance live-chat. About tests, our techs can't choose to reboot a server that has not lost connectivity to run a test, that's something the client must do.

Myatu
10-06-2010, 00:48
+1 on what Andy says

Andy
09-06-2010, 23:08
OK, what I would like from support is:

- 24/7/365 support

- Hourly updates on ticket progress (or 3 hourly, something "reasonable")

- If you can't fix the server in the SLA period, swap it for another one! Don't mess us around.

- Don't fob us off with running "tests". 99% of us know there is an issue when there is one, and tests will prove nothing. If you want tests, you do them in rescue mode yourself. It's quicker then waiting for us to do it!

- Support we can understand - no offense to the French speaking support, you're great at your jobs, but we find it really hard to understand you. We need someone who can speak clear English for the phones support. Of course support via e-mail from a French speaker is fine, providing their written English is good!

- Live chat would be a nice idea, but I can see the resources needed to run it would be costly. However replies via e-mail more quickly than once a day would be even better. Most DC's I've spoken with reply within 10 minutes, and that is their support SLA, to reply within 10 minutes of a client e-mail. OVH should do the same, considering they are easily 50x larger than this company I spoke with.

Is that enough? I hope so! Oles, I hope you're listening I know you can make this work if you try!

MicroChip123
09-06-2010, 20:28
That Makes No Sense

I hope this means support on weekends as servers dont always break Monday to Friday, 9 to 5.

RapidSpeeds
09-06-2010, 20:20
Hello,

We kept 3 announce for this week. They
will relate to the support and its evolution that us
let us have pre advertisement under the name of code “support 2010”.

About what it is?
-------------------
I receive the emails into private regularly (thank you!)
and I read sometimes your feedbacks which say to us in
large that the good support is not proposed to you.

What “a good” support? Here is the heart of
our problems…

This is why…

…. one wishes to put from now on the customer in the middle of
definition of the needs on the level for the support. It is thought that
this needs changes in time and it is necessary for us
to evolve/move the support to follow the customers who evolve/move.
It is necessary that one is with the point on the level of the support
as far as one is it at the technical level.

And thus, before end of June, we will put in
place a “reference frame” of the support which will define what
customer awaits support of Ovh. Such as we see it
today. This “reference frame” will be made public on our
site and you will be able to make it evolve/move while indicating
what Ovh does not propose and should propose. And thus you
make it evolve/move. At the end of June, like every day…

Through this “reference frame” you will be able to note it
service rendered by the support. A little like today
but by looking at all the points which you consider important.

Also, we have just signed with an outside firm
who will make evaluations of the service rendered by the support with
through listenings (of in-house recorded mp3) and
second reading of the exchanges with our customers. They are the professionals
who advise the companies in the management of the supports.
Their opinion will enable us to have one 2nd note on the service
that we provide to our customers.

Your notes and their notes will be made public and posted
on our site. Every days before midday over the day precede.
Quasi real-time…

Day per day, week per week, month by month, one
wish to have 2 important things:
- what the customer wants on the level of the support
- an evaluation of the service rendered following what
the customer wants support

With this information, one thinks of being able to evolve/move the support
and to arrive closest to the needs now but too
in the future, day per day and month by month. So tomorrow,
you have needs of a new service on the level of the support
one will be with the current very quickly and one will be able to put it
in place as fast as possible without having feedbacks of customers
not content.

Also, this will enable us to answer those which wish
things that one does not propose, which it is not only our
customers ask us. Or then it is necessary to make evolve/move it
“reference frame” and thus to launch the debate and to launch a vote…

They is processes of dynamic evolution which one wishes to test
with you and to see whether it gives good performances. In any case
results which will avoid us the reading of the emails
where it is said to us that the support is not good whereas all
the indicators on our level are with the green… Bref, one
true feedback continuously with a possibility of making
to evolve/move needs. Here is the frame of mind in which one
wish to make the advertisements before the weekend.

/babelfish

oles@ovh.net
09-06-2010, 19:58
Hello
We kept three ads for this week. They
will involve the support and development we
have a pre-announcement with the code name "support in 2010".

What is this?
-------------------
I regularly receive emails in private (thank you!)
and I sometimes read your feedback in which some say
that we do not offer good support.

What is a "good" in the media? This is the heart of
our problem ...

Therefore ...

.... I want support to have the customer at the heart of
its definition. We are thinking about
what needs to change over time and we need
evolve our support so that it is changing for our customers monitor.
We need to be at the cutting edge level of support
just as we are, at a technical level.

So, before the end of June, we are going to
establish a "benchmark" of support that will define what the
Client expects as a minimum from OVH.
This "repository" will be made public on our
site and you will be able to help develop it, indicating
what Ovh does not do and should propose to do. And so you
are going to develop it. In late June, as usual ...

Through this "repository" you will be able to note the
service provided by the carrier. Just like today
but also by looking at all the points you consider important.

Also, we just signed up with an outside firm
which will make evaluations of the service rendered by the support
through plays (internally recorded mp3's) and
replay these exchanges with our customers. These are professionals
who advise companies in media management.
Their views will enable us to have a second, independent opinion on the service
we provide to our customers.

Your scores and their scores will be announced and posted
on our website. Every day before noon from the day before.
In near real time ...

Day by day, week by week, month by month,
we wish to have two important things:
- What the customer expects from the support
- An assessment of our service depending on what
the client wants supported

With this information, we believe we can grow support
and come closer to your needs now but also
in the future, day by day and month by month. If tomorrow
you need a new service level of support
we will know very quickly and we can put
in place, as quickly as possible, without feedback from customers
who are not happy.

Also, this will enable us to respond to those who wish
to see things that we do not propose. This is not what our
customers necessarily ask. We must change the
"Repository" and therefore start the debate and start voting ...

It is a process of dynamic evolution that we want to test
with you and see if it gives good results. Anyway
results that will help us avoid reading emails
where we are told that the support is not good, so that all
our service level indicators are green ... In short, an
honest feedback continuously with the possibility of
change to the requirements. This will bring a state of mind in which
we wish to make announcements before the end of the week.

Regards
Octave