What does it look RAIDBOXES like from the customer perspective? How do you manage to make support seekers happy? And who is now dozing happily and contentedly in the office under the palm tree? 10 questions to our supporter Chris.
Chris, you've been a client since 2016 and FREE DEV at RAIDBOXES - and now you have practically sites changed them. What did you learn about us during this time? What was your impression?
In search of a good host for a demanding customer, for whom I have just received a WordPress site I RAIDBOXES stumbled across it rather by accident. What made me (and ultimately the customer) besides the obvious Performance boost was convinced by the fast, competent and relaxed support. Fastsites , happy customers and the commission as if FREE DEV it was an unbeatable combination for me.
What I had to get used to in the beginning was the different approach, in contrast to the usual "mass hosts". No web-premium-extra-plus-packages with countless, partly useless lists of features but ONE WordPress installation, but consistently focused on performance and security. Point.
RAIDBOXES continues to grow - be part of it
This "minimalism" also continued in the backend. Few, simple and - at least in the beginning - partly little explained buttons that do exactly what it says. Sometimes I just didn't know if I wanted them to do exactly what it says. 🙂 But then the support of RAIDBOXES then helped again and again.
What finally convinced you to apply for a job with us? With your portfolio of skills you are certainly quite sought after in the working world...
I observe the founder scene in general relatively interested and many great start-ups have either completely drifted away after initial success or have sold out (e.g. Wunderlist). What I liked about An RAIDBOXES is that, in addition to all the business news and professional articles, it has also become clear that the company values Sustainability and the 'Economy for the Common Good' lays. In my last agency time I mainly dealt with clients from the agricultural and heavy transport sectors.
One day I came home and I realized the hypocrisy of what I was doing: On Fridays I go with my son to the Fridays for Future demo and help him paint posters with polar bears and on Mondays after that I make sure with great landing pages that even more, even bigger trucks clog our streets. So you are in your daily treadmill and do your job in the best possible way - but at this point I realized that I want to change something. I already liked the company philosophy and product RAIDBOXES - so why not simply apply!?
In general, what makes a job and employer for you that you are happy with?
In addition to the things I have just mentioned, such as sustainability and public welfare and a product or service that I can stand behind, open communication is important to me - even across departmental boundaries and at eye level. An interesting team and further training opportunities round off the whole thing.
You were a freelance web designer, photographer and lecturer for many years. Then you changed to an agency. Why?
The question is easy to answer: I've become a father! As a self-employed person, you work on a project for three months and then wait another two months for your money. That's fine if you're responsible for yourself - with a family, a regular income and paid health insurance are important factors to be able to sleep peacefully.
Besides, I've heard about my freelance activities never quite let up. I have the luck to be able to look after some customers for years in the area of web, print and photo. And I am still taking on interesting projects from time to time.
With RAIDBOXES us you work in 2nd level support. How concretely does your agency experience help you? And are you more patient with our customers because you know both sites of them?
Whether I am more patient, that remains to be seen. 🙂 In any case, my agency experience and also the experience as FREE DEV- and hosting customer to understand the background of support requests made.
Through my training I now know why some things are the way they are. But that does not mean that I find them more logical or self-explanatory now. But it certainly helps me to explain exactly these things and to answer the inquiries empathically, effectively and above all to the satisfaction of the customers.
How do you deal with requests where there is very little knowledge on the customer side?
Little knowledge is always relative. With a developer or an agency, one naturally expects a certain technical understanding and can talk technically on a similar level. But also a florist, who does not have the big money for an agency and wants to open a new domain himself, can of course expect help with support. On the other hand, I don't know anything about flowers. 🙂
What makes top support for you personally, how do you measure the success of your work?
As a support customer, two factors are particularly important to me: competence and speed. Whenever I have the opportunity, I always use the Chat support. Cause I hate being on hold in any phone loops. With e-mails I don't even know if my request has been received, let alone when it will be answered.
As a supporter myself, I try to meet my own demands - and that won't be easy, because I can be a really demanding customer. 🙂 I feel success when those seeking help feel that they are being taken seriously. And if, after our conversation, they know what steps they have to take in order to deal with your request. Help for self-help, so to speak.
If the next time the customers* have the same or a similar request, they don't need the support of the support team anymore - then I have done the job right in my eyes.
What is your first impression of the team and of your training?
The team of RAIDBOXES welcomed me warmly and openly. I see a multitude of very individual professionals. The variety of characters is at least as great as the variety of clothing styles and hairstyles. Each one seems to bring in his or her experience, personality and expertise. And when it comes to the matter at hand - namely to constantly improve the product RAIDBOXES and live the values of RAIDBOXES living - everyone pulls together intensively and constructively.
You also brought along a new RAIDBOXER: Flecki. How did the trial day with him in the office go, and can we continue to look forward to him?
Flecki, my little white family dog (a Maltese), first got to know everyone on the trial day and checked out who he gets pats or treats from (or both @Leefke!).
In fact, he got quite a few of them and was quite disappointed the next few times that he was not fed continuously. But all in all he likes it. And he has his own little area in the support room right under the palm tree.
What do you do when you're not helping our customers?
During the time when I am neither employed RAIDBOXES nor freelance, I am mainly a creative Münster family man. Spending Quality Time with my family - and preferably as much of it as possible outside - recharges my batteries. This is the most important "pastime" for me.
My interests all go towards the digital age and how to combine the digital with the analogue. That's why Augmented Reality, for example, is a topic that fascinates me. If I had to name concrete hobbies, that would be everything that has to do with film. And recently - thanks to the RAIDBOXES sponsored membership of the Urban Sports Club - I've also started doing sports and fitness again. But first and foremost, photography and digital image editing. Years ago, under the name Münster-Foto, I joined forces with a few photographers and digital artists to realize projects together - at that time even partly in the darkroom with 35mm film.
Due to the fact that almost everyone involved now has families and many of them are no longer in Münster, it has fallen asleep. Whenever I can, I still go out and shoot photos or edit pictures from my own archive in Photoshop. Some of them are then also under www.muenster-foto.de to see. Recently, I have been travelling with my new 360-degree camera and am testing how the digital results can be transferred to the analogue world.