In part one, we took a look at 2009 and how successful it was for our support team and for our customers. As successful as it was, one of the first things we did in 2010 was to say goodbye to the “support team” moniker and usher in the era of the DynDNS Ninja Squad. Same places, same faces (well, at least under the mask, the faces are the same), but different name and different attitude.
Although our old support team was a success, it followed the same model as most customer service and support departments you encounter: in a word, it was reactive. You asked a question, we researched and gave you an answer. It worked, but we wanted to do more.
In the second half of our meeting, we took a look at where we are now. Instead of being completely reactive, we’ve taken on a more proactive role; rather than waiting for your email or a phone call, you can now find us on Twitter at @DynDNS, in our Facebook group, helping with the DynDNS Community, and reaching out even further by commenting on external blogs and forums. We’ve also started attending local conferences and seminars, where we get to learn about the great companies around us, and get to share the Dyn Inc. story with them in turn. We’ve found a number of people on Twitter who didn’t even realize they needed our services, and now find themselves satisfied customers.
We’ve also taken the time to share a behind-the-scenes look at Dyn Inc. and our happenings around the office. We have a unique culture here, and people love to hear and see it. If you haven’t yet, check out some of our pictures and video from the Dyncouver Wii-nter Olympics.
Even though we’ve taken a more proactive role, our traditional support channels – email and phone – are still our main priority. Maybe “traditional” isn’t the right word when you think about Charles sharing Harley gear pictures with a customer, or me stoking the fires of the Lone Star Showdown (Hook â€˜em Horns!) with a potential customer. It’s been a pretty good two months, but we’re not satisfied; we want to think big! Big means more interaction with more customers and potential customers. We’ve already started calling our customers to let them know about expiring services, which has saved many of them from finding out the hard way. (We still send reminder emails, but a phone call sure helps, too.) We’re also working on video tutorials and guides that help our customers set up their services with third-party products as well. We’re going to be out and about more this year so you can find myself and fellow ninjas at Interop Las Vegas and Velocity this year. Stop by, say hello, and have your picture up on our Flickr page.
Even with all this, we’re still not satisfied; we know there’s even more we can do to help our customers get what they need. (Yeah, we’re a little obsessive about customer service.) Already, 2010 is shaping up to be a great year for the Ninja Squad and our customers, and we’ve only scratched the surface. We’ll be sure to keep you up-to-date with future blog posts that let you know what we’re thinking about.
Have any questions or feedback for the DynDNS Ninja Squad? Have an idea for customer outreach or a channel we’re overlooking? We’d love to hear them! You can hit me up at @chriswidner or the entire DynDNS Ninja Squad at @DynDNS.