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The Monthly Digest – November ’14

host4geeks-newsletter

As we make our way into the final quarter of 2014, we’ve decided to publish this monthly blog post which we call – “The Monthly Digest“. Through this, we plan to inform you, in brief about the changes, upgrades and behind the scenes activities going on at Host4Geeks.

Here’s what we’ve been working on for the past month and what’s coming up:

  • We’re working hard on pushing some changes to our CRM and helpdesk, ironing out some known bugs (such as file attachments) and improving the overall performance. In the coming weeks we will be scheduling a maintenance window to roll out these updates.
  • As we continue to grow, we need more hands on the deck. We’ve made two new hires in the month of October. Adam has joined us all the way from Poland as our Technical Operations Manager, you will see him at times replying to escalated tickets as well. We also have Sreejit joining us from India as a Junior Support Technician and will lend a hand in our helpdesk. Do say ‘Hi!’ when you see them. 🙂
  • Reduced “Live Technical Support” – We’ve been providing Technical Support via Live Chat for over a year now and both we and our clients have found it to be largely inefficient when it comes to resolving technical issues. Most issues require some investigation to be done and going back and forth with the customer and the live chat system is largely inefficient in doing so. After speaking to some of our clients, we’ve decided to slowly reduce our technical support over live chat and instead focus on reducing our ticket response times even further and have a comprehensive and detailed knowledgebase for self-help. Initially, we will shirk the time window for live chat to business hours only before reducing it any further.
  • Later this month, we plan to add another DNS server to our cluster for our UK client base, this server will be located at our UK datacenter.

That will be it from me this time, I look forward to your comments.

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