What does RAIDBOXES look like from the customer's perspective? How do you manage to make support seekers happy? And who is happily snoozing under the palm tree in the office lately? 10 questions for our supporter Chris.
Chris, you have been a customer since 2016 and FREE DEV at RAIDBOXES - and have now virtually switched to sites . What have you learned about us during this time? What was your impression?
While looking for a good host for a demanding client, for whom I had just implemented an WordPress site , I stumbled across RAIDBOXES rather by chance. What convinced me (and ultimately the customer) in addition to the significant performance boost, that was the fast, competent and relaxed support. Fast sites , happy customers and the commission as FREE DEV 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 what it says 🙂 But then the support from RAIDBOXES helped me again and again.
What ultimately convinced you to apply to us? With your portfolio of skills, you are certainly quite sought after in the working world...
I watch the start-up scene in general with relative interest and many great start-ups have either completely drifted away after initial success or have been sold (e.g. Wunderlist). What I liked about RAIDBOXES was that in addition to all the business news and technical articles, it also became clear that the company values sustainability and the common good. In my last time at the agency, I mainly dealt with clients from the agricultural and heavy transport sectors.
One day I came home and 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 I make sure that even more, even bigger trucks clog our roads with great landing pages. You are in your daily treadmill and do your job to the best of your ability - but at this point I realized that I wanted to change something. I already liked the company philosophy and product at RAIDBOXES - so why not just apply?
In general, what makes a workplace and employer where you are happy?
In addition to the things I just mentioned, such as sustainability and the common good, 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 opportunities for further training round off the whole thing.
You were a freelance web designer, photographer and lecturer for many years. Then you switched to an agency. Why?
The question is easy to answer: I became a father! As a self-employed person, you sometimes work on a project for three months and then wait another two months for your money. That's fine when you're responsible for yourself - with a family, a regular income and paid health insurance are important factors in being able to sleep peacefully.
Apart from that, I have never completely let go of my freelance work. I've been lucky enough to be able to look after some clients for years in the areas of web, print and photo. And I still take on interesting projects every now and then.
At RAIDBOXES 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 ?
Whether I am more patient, that remains to be seen 🙂 In any case, my agency experience and also the experience as a FREE DEV- and hosting customer helps me to understand the background of support requests.
Because of my familiarization, I now know why some things are the way they are. But that doesn't mean I find them more logical or self-explanatory now. But it certainly helps me to explain exactly these things and to answer the inquiries empathetically, effectively and above all to the satisfaction of the customers.
How do you deal with requests where there is quite little knowledge on the client side?
Little knowledge is always relative. With a developer or an agency, you naturally expect a certain technical understanding and can talk technically on a similar level. But even a florist who doesn't have the big bucks for an agency and wants to put up a new domain herself can of course expect help with support. For that, again, I don't know flowers at all 🙂 .
What constitutes 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. If I have the possibility, I always use the chat support. Because I hate being stuck in any telephone queues. With emails, I don't even know if my request has arrived, let alone when it will be answered.
As a supporter myself, I try to live up to my own expectations - and that's not easy, because I can be a really demanding customer 🙂 I feel successful when those seeking help feel taken seriously. And when, after our conversation, they know what steps they have to take to deal with their request. Helping them to help themselves, so to speak.
If the next time the customers have the same or a similar request, they no longer need the support - then I have done the job right in my eyes.
What is your first impression of the team and of your induction?
The team at RAIDBOXES greeted me in a friendly and open manner. I see a variety of very individual professionals. The diversity of characters is at least as great as that of clothing styles and hairstyles. Everyone seems to bring their experience, personality and expertise to the table. And when it comes to the matter at hand - namely to keep improving the product RAIDBOXES and to live the values of RAIDBOXES - 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 wasn't being fed continuously. All in all, though, 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?
In the time when I'm neither working for RAIDBOXES nor freelancing, I'm mainly a creative Münster family man. Spending quality time with the family - and preferably as much of it as possible outside - recharges my batteries. That is the most important "pastime" for me.
My interests all go towards the digital age and how you can combine the digital with the analogue. That's why augmented reality is a topic that fascinates me. If I had to name specific hobbies, it would be everything that has to do with film. And then recently - thanks to the membership at the Urban Sports Club sponsored by RAIDBOXES - sports & fitness again. But first and foremost there is photography and digital image editing. Under the name Münster-Foto I got together with a few photographers and digital artists years ago to realize projects together - at that time even partly in the darkroom with 35mm film.
Since almost all of the participants have families and many are no longer in Münster, this has pretty much fallen asleep. Whenever I can, I still go out and take photos or edit pictures from my own archive in Photoshop. Some of them can be seen at www.muenster-foto.de. Lately I've been out and about with my new 360-degree camera, testing how the digital results can be transferred to the analog world.