September 2, 2005 - (HOSTSEARCH.COM) - The Planet today announced a new customer service initiative focused on maintaining and improving customer experiences with the company. The first two phases of the plan include an upgrade of customer care center capabilities and the appointment of Marissa Bybee as customer relations manager.
Customers contacting The Planets customer care center are now met with faster and more efficient service, with 90 percent of questions answered by the first person who answers the phone, said Steve Kinman, director of support and leader of the customer care initiative. The Planet achieves this rate of success due to a unique, more efficient approach to staffing. All customer care technicians are trained in various departments, allowing them to answer questions across a broad range of specialties while eliminating the need to pass callers from department to department.
According to Anthony Yarbrough, manager of customer care at The Planet, customer care technicians are just as technologically knowledgeable as the companys Tier 2 technicians or server analysts. The beauty of customer care is that our staff wears a variety of hats to fit a variety of customer needs. Whether technical support, product questions, or accounting matters, customer care can handle it all in a one-stop solutions center.
Those who prefer an Online approach to customer service can still use The Planets proprietary customer portal, OrbitSM and will be met with the same efficient process as customers who call the customer care center receive.
The addition of Bybee at The Planet will help the company launch the next phases of the customer care initiative. Her role encompasses customer relationship efforts including growth of current accounts, effective customer communications, increased customer education of products and services, and continued customer retention.
"As The Planet continues to innovate and lead in the Web hosting industry, it is experiencing a phenomenal increase in number of customers, said Bybee. Customer satisfaction is very important to The Planet, and Im pleased to help lead the department to make sure the companys reputation for the highest level of customer service is maintained and exceeded.
Bringing extensive customer relationship management experience in the enterprise IT and telecom service market, Bybee most recently served as senior account executive for Birch Telecom, where she was responsible for prospecting, proposing and closing the company's key new account relationships, as well as ongoing account management.
Previously, she was channel manager with New Edge Networks where she managed agent and reseller data service sales nationwide and was responsible for the production, training and management support of twenty-two agents and resellers.