Affinity Internet Launches a Customer Service Program Promising Customers Unparalleled Support
8 January 2004
FORT LAUDERDALE, Fla.--(BUSINESS WIRE)--Jan. 8, 2004--Affinity Internet, a leading hosting services provider, is proud to announce the launch of its customer service program. The company currently provides industry leading customer support and has branded its support center with new initiatives that promise customers service that exceeds expectations. Residing in Fort Lauderdale, Florida, the company's customer support center is comprised of customer service and technical support representatives.
Affinity's customer service program is branded as Customer First delivering The Affinity Promise -- Unparalleled Support. Customer First is a departure from traditional web hosting customer service programs and sets the benchmark for the industry. Initiatives included in the program are: Welcome Calls (contacting every new ValueWeb customer that sets up account to see if everything is going well), Easy Domain Name Transfer, Quality Monitoring, Satisfaction Surveys, Community Forums that allow for access to a shared Knowledgebase and other customers. A key commitment to the customer by Affinity is to be available 24 hours a day, 365 days a year with highly trained representatives committed to resolutions on the first call.
On a daily basis, Affinity's customer support center handles over 1200 calls with over 90 percent of calls surveyed leaving "extremely satisfied" with the service received. The customer support center also has access to one of the company's data centers and to the systems administration team, keeping the center abreast of all developing situations.
"This past year, we made great strides in differentiating ourselves in the market and focused many of our resources to improving the customer experience. We dramatically decreased our customers hold time from on average 5:37 minutes to on average 0.45 seconds. To date, we are setting the benchmark for customer service and are committed to improving our service until every customer is satisfied. This year, we have a number of new customer care center initiatives that will take our customer support to a new level," said Peter Chambers, CEO of Affinity. "At Affinity, the customer always comes first."
About Affinity InternetAffinity Internet, a web hosting services provider, offers multiple hosting packages, easy-to-use software and e-commerce tools for small and medium sized businesses (SMB). Affinity operates multiple hosting brands (ValueWeb, SkyNetWeb, Bigstep, HostSave and WinSave) offering shared and/or dedicated servers, applications and products to meet specific and growing needs for a segment of the SMB market. By offering a robust network and unparalleled customer service, Affinity provides its customers and resellers with superior service, reliability and scalability.
Affinity hosts more than 390,000 domains for more than 100,000 customers worldwide selling services directly over the Internet and through more than 2000 resellers. The company is headquartered in Fort Lauderdale, FL with offices in Los Angeles and San Francisco, CA and data centers in Los Angeles and Fort Lauderdale.
