My support experience starts with working for Timewarner cable back when there was a Timewarner cable in the early 90’s. I would stay on the phone totally destroying my call times because I love helping people get online. I once sat on the phone for 45 minutes walking someone who barely spoke English through getting a ip address on the French version of windows 95 and getting them online. I love challenges and thrive on the thrill of helping people with technology. There is nothing better then the tone of someone’s voice when they now have access to their email and they can get back to work.
Fairly recently I had a customer call the office at 9:45pm on a Friday. I was in the backyard grilling some juicy steaks and happened to have my phone headset on. It was a customer who only had his domain registered with us and, his web site and email hosted somewhere else. His current host had crashed and quickly needed his MX records updated to point to their domain to their internal mail server. Within a few I had his MX records created on my server and he started receiving e-mails while still on the phone with me. I don’t think I know a single domain registrar that would assist a customer with a outside e-mail server, especially outside of business hours. The steak tasted so much better knowing I had just saved the day for him and his entire staff.
I am probably the most online person I know.
I love tech, whether it be a iPhone or a Android or Windows or Apple, I’m all about it. I grew up being promised that one day we would live in a technological wonderland and now that it’s %year% i believe we should start acting like it. The more we can have technology solve our problems and make life easier, the more time we can spend with our family or friends, and if you don’t have those, you have more time for work and games. That is the reason I started my knowledge base.
My awesome blog of knowledge
I realized a while ago that I know a lot about Google Apps, WordPress (links to blog definitions of both in blog) and Internet in general. I’m not really bragging, it’s just that I’ve been online for so long that I know my products and services inside and out and know lots of little tricks that are not widely known. Instead of explaining it through phone and email I decided to build a knowledge base of every question or issue and how to resolve it. It’s organized by category and search-able so you can spend an afternoon learning everything I know about Google Apps and e-mail in general at your own pace.
Getting people to the tools they need the fastest way possible is what it’s all about. Once I have gained knowledge on a subject that I love then I want to make it easily accessible to everyone I love, whether it be a client, family and friends or some stranger on the Internet. I started writing a blog post for every question so I simply have to write it once and paste the link into a emails instead of retyping it every time I get that question.
Good help is hard to find
I have had help since I started point2point. I have a team of talented designers and developers to build my sites but I also have a team that has been trained via my blog to allow them to handle anything from e-mail or web site questions or any billing related questions as well.
They may sound like cute girls over the phone(and they are) but do not underestimate their ability to handle complex tasks like creating and editing DNS records while you are on the phone with them.
They have all been forced to read through my blog to absorb as much of my awesomeness as they can and it definitely shows.