From: Adam C. Greenfield, User Experience Manager
Today I had the opportunity to speak to one of our customers regarding our Customer Portal and it’s future. This particular customer was a customer who originally signed up with HostMySite. He has a few dedicated servers and reached out his sales person and indicated an interest in discussing our Portal.
In this situation the customer was in the process of merging multiple organizations (much like we have been recently) and ended up having the account originally opened with us and one account with one of our major competitors. They had discussed things and decided they wanted to stick with us (primarily based on our support according to the customer). However, one of the concerns that was raised during their internal dialog was a number of things they would really like to see in our Customer Portal.
After Doug was introduced to me by his sales representative we scheduled some time to talk on the phone. Doug’s concerns mainly revolved around centralizing all of the information we send to customers during the set up process and various upgrades in to one single location. Luckily this was one of the major goals of our new Customer Portal, to create one single location for all interaction with our products.
It also turns out that Doug was still using one of our legacy control panels, and hadn’t really been exposed to our new Portal yet. Each one of Doug’s specific concerns were already things that we had scheduled for our engineering roadmap in the next quarter or two. For me, this was great feedback and a little validation for the direction we are moving in. Getting the chance to speak with Doug today was extremely beneficial for both of us.
I would love to hear from any customer (or prospective customer) that would like to discuss their thoughts about our portal, our services, or the customer experience and what they would like to see in the future. Please contact me (my first name at hosting dot com) and we will make time to talk.