No one wants to encounter problems with their website, but how they're resolved can change everything. And the last thing anyone wants is to struggle with a support bot— you want a human tech team to help you with your website.
Here at Valet, we feel strongly about how our clients experience their technical problems. And we know that our team plays an important role in making it a good one.
What does that mean for our team?
While every support ticket that comes in for us needs different resolutions, we keep in mind the same key principles and core beliefs. Every client on the other end of a ticket deserves a human tech team.
Three Core Beliefs Of A Human Tech Team
- Not just Sympathy, Empathy
We have a lot of sympathy for clients experiencing technical problems. But working with websites both professionally and personally, we’ve encountered our own website issues, and this gives us empathy.
Having empathy means we can understand our client’s feelings, even though they are not our own. We know exactly how we feel when having technical problems and can therefore really put ourselves in their place. We can then help them with a deep understanding that we otherwise couldn’t.
This informs and guides our responses to support tickets. Empathy isn’t what solves our client’s problems, but it gives us the tone we hope resonates personally with them.
- There Are Humans On Both Sides
In an age when so much communication happens virtually, it can be too easy to forget the human behind an email. Valet always remembers the person on the other side of a frustrated support ticket.
Our team strives to be aware and conscious of the humans on both sides. In every email we send, call, and interaction we have with our clients, we remain mindful of the fact that we’re all humans. Humans with feelings, thoughts, opinions, and beliefs— humans who have good days and bad days.
That includes not only remembering this for clients but also what kind of individuals and team we want to be for our clients. We want to be empathetic, friendly, kind, understanding, supportive, and helpful because that’s what each client deserves. Our relationship with each client matters to us.
- Clear Communication
Clear communication is an important key to being a human tech team. And for our team that means being honest, always setting realistic expectations for our clients, replying to them promptly, and keeping them informed.
Clients expect honesty from us in everything from the fact that we never have hidden fees for our services to the fact that we will own our mistakes.
If we tell a client the price of a certain development project, that’s the price. They don’t have to fear any unexpected extra fees being tacked onto their bill later.
And if we make a mistake, we’re going to be straightforward about it. Our clients won’t hear excuses or catch us hiding something we broke. While we of course strive to never make them, they do happen. And clients deserve to know the truth about anything and everything happening with their websites.
Setting Realistic Expectations
When a client comes to us with a project, we're always sure to set realistic expectations for it. We never want to promise things we can’t bring to fruition.
If a client receives a date for the estimated time for a project, our clients can trust it. If we say we’ll have something done then we will.
From onboarding to monthly maintenance our clients are always up to date on the status of their website.
Clients never have to wait two weeks to hear back from us while they sit and wonder how their project is coming along. We’re prompt in our replies.
We don’t want our clients to ever feel left in the dark. We’re always available to answer their questions or explain things to them.
When a client wants information on our processes or wants to understand better what’s happening with their website, we believe they should know what’s going on. Too many times we get clients who have no idea who is hosting their website, or if their previous tech team was updating properly. At times they don't even feel they can approach their tech team with their doubts, questions, and concerns. That doesn’t happen under our watch.
Do you need a human tech team?
Instead of waiting till something breaks and you’re frantically writing into support chat boxes with automatic canned responses— make our team your team. We can provide you with monthly maintenance services, e-commerce maintenance, support and development, audits, and assessments.
You won't need to worry about all of your WordPress website errors, problems, or issues anymore. You’ll have peace of mind knowing your website is backed by our team of WordPress professionals who provide you with the best website services.