Have you ever ever questioned what it takes to construct a very world class internet hosting expertise, particularly in relation to assist, belief, and transparency? I lately sat down with Panos Kesisis, COO of World Host Group and A2 Internet hosting, to speak about our imaginative and prescient for the longer term and the values that information us.
From gaming as a teen to operating an company to main the biggest a part of our group, buyer care, Panos shares his philosophy on excessive possession and assist, why he believes belief is constructed by way of transparency.
It’s All About Belief With Our Buyer Care Staff
Caring about clients is the core of our enterprise. Because the chief of the biggest a part of our group, Panos Kesisis units the imaginative and prescient and values for our Buyer Care staff.
From Teen Gamer to Internet hosting Chief
Panos’ journey into the tech world got here from unlikely origins. A aggressive video gamer in his teenagers, his staff wanted a web site to proceed to develop their model. Regardless of his lack of expertise, Panos’ staff chosen him to create the location.
With some steering from a good friend of his father, he created the location utilizing WordPress, new know-how on the time. That unexpectedly set him on a profession path he couldn’t have predicted.
“Probably the most thrilling factor from this entire story is, as I didn’t know easy methods to construct all these items. And I didn’t know that it’s a must to purchase a site identify.”
Panos turned to GoDaddy, the internet hosting firm he was utilizing on the time, to assist get the location on-line.
“I despatched them an e mail and two days later they responded to my e mail and so they mounted my situation. And once I was 15 years previous, I assumed to myself, wow, that is superb. At some point I need to develop into like them.”
Little did he know he’d ultimately develop into concerned in webhosting and even find yourself working for GoDaddy for a time.
Panos additionally talks about becoming a member of Seb at TSO Host and happening to discovered Mounted.web and, most lately, World Host Group.
Constructing Belief and Transparency in Buyer Care
The objective of World Host Group is to develop into probably the most trusted model in internet hosting. Panos explains that belief is constructed on transparency, particularly in buyer care.
“So for me, belief is transparency.” And Panos takes this transparency to coronary heart, acknowledging that it’s essential to be trustworthy with our clients about errors.
“No firm is ideal. There’ll all the time be errors.” He went on so as to add, “Nobody is ideal, proper? And for me, it’s essential to personal your errors and to be clear about them.”
By way of dealing with errors, Panos is obvious about how he expects our buyer care staff to behave.
“Be trustworthy to your clients. Inform them the reality. Clarify to them what occurred. Detailed minute to minute clarification of what occurred. Take care of them.
“However honesty and transparency for me is primary. That’s how we will develop into trusted. And that’s how we will obtain our objective.”
Ardour and Possession Play an Essential Function
Inside tech industries, issues change extraordinarily quick. In accordance with Panos, the important thing to remaining profitable is a passionate staff.
He stated, “the phrase ardour is so essential and so underrated.” In his view, you want ardour to proceed to degree up your skill-set.
“So as so that you can transcend that degree, it’s good to be obsessed with it.”
You could be a unbelievable developer, however you want one thing driving you to proceed to enhance.
Panos additionally encourages his staff to take possession of points, even when they can not straight remedy them. Regardless of the place they match within the group, he desires his staff to drive points and contribute to fixing issues.
“Possession doesn’t imply we’ve to repair it ourselves. We simply should drive it.”
He goes on to elucidate that his buyer care staff is empowered to work the issue to discover a resolution for our clients. Even when it’s outdoors the scope of that worker’s function, they should proceed to drive the difficulty and get to a decision.
“So long as we personal the difficulty and we all know the place to escalate and we all know easy methods to repair this situation, I feel that’s going to make us the world’s most trusted internet hosting firm.”
AI Can not Substitute Buyer Care and Technical Experience
AI has, unquestionably, modified how many people work. However Panos is dedicated to the human facet of buyer care.
“Clearly, the AI fashions are nice. They assist me each day. I take advantage of them for lots of my tasks. I’m not going to lie, generally it’s too good to be true,” Panos stated.
However he reminded us that these instruments usually are not a substitute for actual care and assist. He stresses the function of getting people concerned within the assist course of.
“We have to have technical experience. We have to have the human contact. We have to have a private method.”
Speaking concerning the function of AI in assist, he continued, saying, “There’s no there’s no automated method that this might work, even when I might be extraordinarily optimistic about AI or how issues might be automated sooner or later. I don’t see a method of this working in every other method.”
My Full Interview With Panos Kesisis Is Obtainable Now
Watch our newest podcast now for my full dialog with Panos Kesisis.
We go into extra element about these matters, focus on the function of aptitude within the hiring course of, and joke about beginning an organization huge online game match.
Additionally, subscribe to the A2 Internet hosting channel on YouTube as we proceed to discover the evolution and innovation of internet hosting and the way they relate to WordPress, web site optimization, and advertising.
