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You Must Read This!

How Scala Hosting keeps clients happy?

We are looking on daily basis for what we can improve so our clients can be more happy for choosing Scala Hosting as their hosting partner. We do a lot of changes to experiment and find out what is better. That is a never ending process and the result is we are improving every week, every day, every second. We are so glad to look at the reports and see 98% of thousands of clients happy and satisfied with the service Scala Hosting provided.

Looking at the past, looking at all efforts made, looking at the changes we made and our continued growth, we can conclude we did great. We did it correctly. Here is an extract from the letter sent to all new staff members back in the day when we started about 7 years ago. If you are starting a new business today or you have an existing business, continue to read.

Live chat guidelines

When you get a live chat or a ticket, make sure you are always polite and willing to help. When a live chat is requested, say something like “Welcome to Scala Hosting! What can I do for you today?” or “Hello! This is Your_Name. How may I help you?”. Do not make the visitor/client wait. Always respond in a timely manner. If you need to check something, say something like “Please wait while I am checking this for you. Thank you.”. If you made the visitor/client wait too long like 5 minutes, say “Sorry to made you wait…so and so..”. At the end of the chat you should always ask the visitor if he has any other questions. Some have more than one question, so never close a chat before the visitor closes it. If he does not respond in some minutes, say “Sir, are you still there?” but don’t close the session. In some more minutes say “Is there anything else I can assist you with?”. If he doesn’t respond in 30 minutes say “I am closing the live chat session due to inactivity. If you have other questions, just request a new live chat and we will be more than happy to help you!” If you answered all questions and the visitor is going to leave the chat, say “Thank you for your interest in our services! We look forward to seeing you as a customer! Have a great day!” and wait for him to close the session. If he is a client or he left an impression he would sign up, say something like “Thank you for choosing Scala Hosting as your business partner! Have a nice day!”.

DO NOT argue with a customer. You must be always polite. Even if the client is wrong make him feel well and do not tell him something which might make him feel bad.

IMPORTANT: If you don’t know the answer to a question, ask the visitor for his e-mail address and open a ticket on his behalf in our helpdesk stating his question and telling him he will receive a response as soon as possible. DO NOT ever answer a question of a visitor if you are not sure your response is correct. Better open a ticket rather than misleading the customer!

Helpdesk guidelines

Use proper structure as in an e-mail. Example below.

Dear Client_First_Name,

Thank you for contacting us!

Your response here.

If you have any other questions, do not hesitate to contact us. We are more than happy to hear from you!

Warm regards,


Be on the point. Make sure you answer every question clearly and in detail even if it’s a simple question.

  1. A reply must answer all questions. If you do not answer all the questions in the original ticket, you will receive further tickets regarding the unanswered questions, which will not only waste your time and our customer’s time but also cause considerable frustration.
  2. Use proper spelling and grammar.
  3. Answer in a timely manner. All tickets should be responded to in less than 10 minutes.
  4. Always read your response before you send it.
  5. Do NOT use emotions like ‘:)” “:P” and so on.
  6. Make sure you use the right attitude when responding to clients. We, as a company, would be successful only when our clients grow and for them to grow the only method is their provider to be the best. Our  company caters to the internet industry. And support, as in most other industries, is the key factor in the success of any internet based company.

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.

Service which is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered in a spirit of joy.

We started back in the day with two servers. Currently, we have hundreds. We started with zero clients. Currently, we have thousands. We started with a mission to keep clients happy and provide them with solutions. Currently, we still do that.

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