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Posted by
Alex Vayl on
September 1, 2015
General

Customer Service, Without the B.S.

“A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.”
– Christopher McCormick, CEO of L.L Bean

NS1 is a customer service company that also happens to be a cutting edge DNS and traffic management provider.

A customer centric approach has been our focus from day one. We’re big believers that if you spend time learning your clients’ unique challenges, are honest and transparent, and provide outstanding customer service you’ll reap far greater rewards than strictly focusing on dollars and cents.


Amazing customer service keeps your customers happy, your team engaged, and as a result, enables you to understand where the industry is lacking and how you can innovate. Sounds like common sense right? So why don’t more businesses practice the same thing (think about the last time you had to deal with your cable company; ugh)? Well, the truth is, customer service takes lots of effort, time, and cost. With something that does not have an immediate net positive on revenue, some organizations choose to do the bare minimum to minimize costs and instead invest in sales and marketing to make a quick buck and appease the shareholders.

We’re different – we see customer service as a long term investment. NSONE has intentionally and carefully cultivated an agile work environment where everyone on our team is empowered to jump in and help customers, giving deeper insights and often even offering help outside the DNS realm. At one point or another we’ve all worked at bureaucracy laden behemoths that paid lip service to being agile and providing great customer service, but failed to deliver on both accounts — which is why we insist on doing it right.

Customer service follows an all hands on deck approach at NSONE. Of course we have support specialists staffed around the clock, but customer service means more than just having a person ready to handle your questions and problems. It’s about being proactive from the initial sale all the way through migration to regularly scheduled check ins and chats — and not just to sell you more stuff, but to see if you’re having any new infrastructure challenges that we might have insight into helping you solve.

We’re lucky in that DNS is at the nexus of every online application, so we get to dig into a wide array of infrastructure setups and talk to some of the smartest engineers in the world working on scaling the largest online properties. We see it all: the good, bad, and the ugly. If you’re having a specific challenge and we haven’t faced it ourselves, chances are we’ve seen one of our customers solve that very same issue and at very least, we’ll point you in the right direction.

It’s no secret that great customer experience can improve customer retention, generate positive word of mouth, and secure new business. But that’s not the only reason we care about customer service — we’re total infrastructure nerds and want NSONE to have a positive impact on the way applications are built and delivered — making the delivery of high performance, mission critical applications easier and smarter for businesses like yours.

So if you’re tired of bureaucracy and want a managed DNS provider who can become an extension of your DevOps team, and give you honest, responsive, and reliable service, just say hello, and let us know how we can help.

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