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I'll add one here from my own business, which is customer care outsourcing. The outbound call. Basically it comes with the territory when things go wrong. Bu
by fapi1974 10y ago
I'll add one here from my own business, which is customer care outsourcing. The outbound call. Basically it comes with the territory when things go wrong. But when you call the customer before they realize things have gone wrong they are always, always grateful and impressed. Same thing goes for a "just checking in to see you are enjoying the service" call. Since we have agents sitting around all the time anyway this is time that can be used to call up customers and impress them.
- justintocci 10y agoYes, this is true. We have set up a ping to all our clients external ip. If they go down, we know immediately. Client never fails to be impressed.
- cyberferret 10y agoYep. we do this too. Whenever we develop a web service for a customer, we set up uptime monitoring on the server where the app is hosted, but I also set up ping uptime checks on most of their other server infrastructure as well. Just last week, I was alerted at 5am that a client's email server had gone offline. Nothing to do with us, we don't look after their emails at all, but I immediately texted their IT guy to let him know. He texted me back at 6am - their own uptime monitors somehow failed to detect the DNS issue. He managed to fix it before their staff got to work that morning, and was extremely grateful that I had given him advanced heads up on something that was totally outside the scope of what they had engaged us for.
- JshWright 10y agoPerhaps this is just a product of working at a very privacy-centric company, but I would be _super_ creeped out by that...
- cyberferret 10y agoContext: We've worked with this client for 10+ years, I know their IT team really well. They are not a super huge organisation, and we are a tiny (read: 3 man) operation too, so the reliance on each other's services is something we consider important to keep everything moving forward.
- jayajay 10y agoThis is great advice, thanks for sharing.
- cpfohl 10y agoI used to work for Rollbar and their "person tracking" feature really super powered this. I was a customer of Rollbar before I worked there, and would regularly catch and fix bugs for our clients before someone had the chance to notify us about it.