How TJ Stein and the Media Temple staff Dominate customer support


I had an awesome possibility to interview TJ Stein, the Senior Director of purchaser fortify at Media Temple in Culver metropolis, California. We pointed out TJ’s route that introduced him to Media Temple, their firm tradition, and the way he runs their top-notch support group of workers. He also began CloudTech and their click-to-name beef up feature. I always knew Media Temple used to be one of the high internet hosts on the planet. After listening to the fervour and dedication they have for their shoppers from the top-down, I’m happy to say that i really consider why they stand out. The legitimate Stuff if you happen to’ve been unlucky enough to no longer have heard of Media Temple up until this point, right here is some info concerning the company right from the supply: “Media Temple is an LA-based firm that gives top class website hosting and cloud services to internet designers, developers, and creative agencies.” Media Temple beef up having enjoyable outdoor of the administrative center. Excited yet? smartly, they’ve got some bragging rights to back that up as smartly: “in view that 1998, Media Temple’s mission has been to help internet developers, designers, and inventive businesses run and scale their businesses online. eager about internet hosting our customers’ great concepts, we now have been the hosting number of ingenious experts ever for the reason that. greater than 125,000 individuals and businesses in a hundred nations depend on our easy instruments for webhosting. Our premium provider model, blended with our scalable expertise, permits us to focal point on delivering handiest remarkable, quality products and highest-in-classification, award-successful, 24/7/365 purchaser give a boost to. Our shoppers vary from high-tier designers, widespread blogs, and on-line design communities, to world promoting companies, inventive eCommerce meccas, and types like purple Bull, Nike, Diesel, and under Armour. With 230 devoted, US-primarily based employees, Media Temple has been repeatedly identified as one of the best locations to work in los angeles.” okay, now that we’ve presented you to the company, let’s meet the individuals! “The Interview” We had a great dialog on the phone going over some nice issues. As someone who’s worked within the web hosting trade, I had a variety of enjoyable getting to understand TJ and more about what Media Temple is all about. I relish TJ taking day out of his busy day to answer all my questions. I additionally need to thank Pascale Marchand, Media Temple’s Director of company Communications and PR, for getting me in touch with TJ and getting me a time slot for this interview. The questions and answers that follow aren’t precise charges in all instances. I listened to our interview once or twice and tried to interrupt down issues in an easily digestible structure. enjoy this type or choose to always have the whole discourse from our interviews? let us know! good enough, sufficient blabbering from me. Let me introduce you to TJ! who is TJ Stein?TJ Stein, Senior Director of shopper beef up once I reached out to Media Temple to request an interview, I used to be fast given get entry to to TJ Stein, who is answerable for all things customer enhance. When TJ’s not busy saving the sector one consumer at a time, he enjoys lengthy-distance running, biking, and craft beers. It was once nice to listen to about his lifestyles prior to Media Temple, and how he’s labored his manner up in the firm. Now, onto the juicy stuff! TJ, What used to be Your path Coming to Media Temple and Ending Up on the prime? I left the publishing trade in 2008 from Florida after the economic system began to tank. i wished a occupation move, so I moved out to California and stumbled upon Media Temple. I actually loved the company and the interview process. I gave it a shot despite the fact that I didn’t feel completely qualified for it. I at first grasped onto the techy side of issues and found myself going dwelling and geeking out on Linux stuff every night time. I labored my means up the beef up degree machine, changed into a Senior support Rep, then a group Lead, after which onto a management role. I know it sounds like it happened overnight, however I put in my time with Media Temple for just about seven years up except now. It was once a in reality nice expertise with the ability to put on many different hats along the support route and getting to know consumers’ needs. Did you may have Any webhosting expertise When Coming to Media Temple? I felt like I might be a good match at Media Temple, because one in every of my biggest tasks at my closing position used to be building a journal site for The go with the flow, which used to be an 18-to-25-yr-outdated core demographic journal for the world. I built it in WordPress in 2007 on WordPress with limited internet experience. despite the fact that I didn’t come from a web hosting-associated background, I knew that I used to be enthusiastic about helping folks. Media Temple speaks to internet designers, developers, and inventive businesses, and you could inform how passionate they are about their on-line presence. Their livelihood depends upon their site, so I took the responsibility very critically. I now unfold that passionate care to all of our enhance marketers. what number of improve employees Do You take care of? including sub groups, management roles, and different vital personnel, the whole reinforce team, together with CloudTech, is constituted of about a hundred and ten people as of late. What About Media Temple’s tradition Do You consider Makes You Stand Out? since the very beginning, Media Temple’s way to placing the buyer first is all about aiding them 24/7. We maintain scripts, drift charts, and automatic methods out of the buyer experience. as a substitute, we depend on strong, folks-powered interactions. Media Temple’s place of work house has numerous wooden and no cubicles! We don’t outsource ability, or have name scripts, quotas, or complicated cellphone trees — and we don’t have any cubicles. Media Temple, in many ways, is like an “un-name-middle,” in comparison with a variety of competitors. Reflecting on our philosophy: satisfied workers make chuffed customers. What Are Some Media Temple Perks Your workers experience? Media Temple offers generous benefits to empower their staff and invests in each and every worker closely. They in point of fact want to supply each employee the tools to achieve success. there may be the same old insurance coverage and nice PTO, but that you could additionally do business from home sooner or later per week, and as your seniority will increase, earn extra VPN days. Media Temple’s customer fortify staff id Day lets groups come to a decision to point out their actual colors! We preserve it very fun on the give a boost to ground, so we now have a number of drawings and raffles for iPads and other gifts. Media Temple indubitably has an awfully “work hard, play laborious” environment. How Do You judge employee Success with out Strict Quotas? We do have the normal trade-generic metrics, but the two main ones we really focal point on are consumer pleasure (CSAT), and our web Promoter rating (NPS). whereas we do have a look at a variety of metrics for how the company and individuals are performing, a number of trust is positioned with the marketers to do what’s best for the client. How concerned is President Russell Reeder With daily Operations?Russell Reeder, Media Temple President Russ has been a massive chief, and Media Temple has grown loads due to the fact he got here aboard in March of 2012. Russ locations quite a lot of belief in his leadership team, but can be an extraordinarily arms-on chief himself. If anyone reaches out directly to him by the use of social media or other manner, he reaches out to his support workforce. Russ is all the time searching for how you can beef up our make stronger methods and get problems solved quicker. What Does the everyday strengthen Request drift seem like? issues are tackled oldest first and are escalated up the chain of command unless a decision is readily discovered for the client. We try in point of fact laborious to have issues solved upon the primary contact from the customer, so there is now not numerous back-and-forth needed. How a lot machine get right of entry to Does Your entrance-Line fortify group of workers Have? The front-line strengthen crew has the entire tools and tools to fix the overwhelming majority of concerns they arrive across. if they haven’t come throughout something before, there are senior participants to be had to walk them throughout the course of. specializing in our “first contact” decision purpose, i’d rather a telephone name final a little longer and a customer’s downside be totally resolved than have the problem dragged out. can you discuss in regards to the Launch of CloudTech and Your Instrumental role in That? i spotted a fortify trend around 2012. We weren’t addressing the wishes of a certain phase of our buyers — those that needed to focus on working their business, not worrying about tips on how to make their servers sooner or more secure. Media Temple’s CloudTech carrier allows you to center of attention on your small business and leave the server stuff to the professionals My manager at the time and that i just pitched the speculation of going into the professional service area with some slides. Russell Reeder signed on and gave us all of the resources we wanted to go out and execute the plan. It truly came from a technical place — with a goal of empowering clients with solutions that the typical consumer isn’t relaxed doing on their very own. Is CloudTech just on hand for VPS consumers? CloudTech can be on hand for our shared web hosting structures, so if there are more developed technical wants for a consumer on shared, they can get additional, fingers-on assist. On the VPS platform, CloudTech does have extra options for optimizing and tweaking the server to its full possible. You also presented Media Temple’s click-to-call function. What used to be That Like? click on-to-call really addresses a few issues with the phone adaptation. As a consumer, it’s good to wait on dangle for various quantities of time based on name volumes, staffing ranges, time of day, and any possible device-wide incidents. Media Temple’s regulate panel “Request a improve name” link lets in for a more pleasant telephone enhance expertise. This morning the wait time was 9 seconds, however as mentioned, that can trade for numerous reasons. Media Temple needed to make the perception of waiting extra enjoyable. when you’re waiting for a strengthen rep on live chat, you’re still in a position to do things in the account heart and preserve working. So the perception of ready for assist is a lot more sure, and Media Temple wanted to replicate that superior expertise on the cellphone facet of issues as well. that you may proceed to work whereas ready for give a boost to. since you’re logged into your keep an eye on panel when initiating the clicking-to-name request, when you’re referred to as again on the telephone number on your account, you’re already authorized. Media Temple’s keep watch over panel “Request a make stronger call” in motion. You simply get a call and the fortify agent already knows the general issues you’re having and might jump right in and start providing tailored fortify while not having to jump via additional authorization hoops. The experience has been a long time coming and something Media Temple has been dreaming about with a view to improve our consumer experience. It’s one thing shoppers actually want in this ever-busy and time-traumatic world. how many buyers make the most of click-to-call, and Do You See advantages As neatly? at this time about 20 percent of calls are taken care of via click on-to-call, and i would love to peer this option promoted and used more with a view to in reality improve the client experience. while it was once supposed to toughen the buyer experience, it has other positive uncomfortable side effects. We see less abandoned calls, and the common name time has been shorter, as a result of no authorization course of. Are There every other things About Media Temple You’d Like to spotlight? In my experience, after doing numerous aggressive analysis, i believe Media Temple has one of the vital easiest knowledgebases within the industry, written by means of our own inner staff on all kinds of subject matters. we now have nice self-lend a hand choices on hand to shoppers, and there are new articles or updates to previous articles posted virtually each day to keep steerage consumers in the precise direction. Media Temple’s helpful KnowledgeBase provides shoppers quite a few self-lend a hand options for beef up. also, i believe an underutilized feature in the regulate panel is the service Diagnostics resource. users plug in their domain name and get again a wealth of data about their web page. This contains information about name servers, DNS, email settings, and a file on the state and well being of the domain. Media Temple’s keep watch over panel “service Diagnostics” exposes a super wealth of information about your area. Wrap-Up i’m hoping spending a while reading what TJ had to say about working at Media Temple and what they’re passionate about used to be informative. i do know for myself, coming from working with a couple of net hosts, Media Temple certainly seems to have their priorities straight. I cherished how TJ wasn’t just some “supervisor” brought in to “take care of” a reinforce crew. He evidently paid his dues, cared deeply about buyers, and now spreads that passion and data to the remainder of the give a boost to staff. if you happen to’re available in the market for a brand new host, or even though you’re chuffed along with your current host, I’d in reality suggest studying extra about Media Temple. I had a blast getting familiarized with their company culture, and i feel good recommending Media Temple to any person — figuring out shoppers will be placed into the caring arms of TJ and his crew!


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