The company examined customer support tickets and customer feedback by phone and determined that additional educational resources would be beneficial for clients.
Reston, VA (PRWEB) October 22, 2013
After revamping the company's website, DNS Made Easy(dnsmadeasy.com), the leading provider of enterprise IP Anycast managed DNS services, has launched additional initiatives to promote educational resources for new and existing clients.
The company examined customer support tickets and customer feedback by phone and determined that additional educational resources - continuing education materials - for clients would be beneficial, especially in terms of clients' ROI.
There are numerous educational resources that DNS Made Easy offers to its clients, many of which are noteworthy. First, the company offers a wide range of tutorials. The tutorials cover all sorts of topics related to DNS services, and address simple issues - such as how one adds records into the DNS Made Easy system - to complex ones about DNS configurations like Global Traffic Director Service. There is also an extensive list of "top tutorials” that address the most pressing questions that clients have submitted to DNS Made Easy's customer support team through surveys and other forms of customer feedback.
DNS Made Easy has also developed a resource intensive support site. On the support site users can find answers to hundreds of different questions with the DNS Made Easy Knowledge-base system. If a client’s questions cannot be answered in the Knowledge-base system then DNS Made Easy provides the ability for each client to post questions easily with the company's online support ticket center.
The DNS Made Easy customer support team is highly engaged with clients, too. Indeed, DNS Made Easy offers superior customer service, and has a staff that operates much like DNS instructors. All customer support staff members go through intensive educational training and take internal courses on DNS management and how the Internet functions overall. When they are finished with the courses, they are required to take an examination and must receive a passing grade that is over 95%. If they do not make an A+, they are required to take review courses and the exam again.
Non-corporate clients have questions answered through support tickets while Corporate clients have direct access to phone support. Both systems – the support tickets and phone support – serve as educational resources, and all questions are answered immediately.
The company's new website also serves to enhance the wide array of educational resources offered. The website is not just aesthetically pleasing, but also highly intuitive. It is now even easier for clients to find tutorials and other resources to answer the questions they have about their DNS services and products. The blog, which is now featured prominently on the front page, is another invaluable educational tool. While the blog highlights tech-related news, Cryn Johannsen, the senior technical writer and editor, has launched a series titled, "The Mechanics Behind The Internet." These essays aim to help a broader audience, i.e., non-IT experts, understand how the Internet functions when it comes to lines of communication between a person's computer, tablet, or mobile device and the rest of the World Wide Web.
"I have spent hours doing research on an exhaustive list of topics that relate to DNS. I have also spoken with computer engineers at DNS Made Easy, as well as the President, Steven Job, about ways in which we can educate our clients on how this 'stuff' all works. I think it is crucial that people, especially our valued clients, understand why DNS is important. After all, if they understand how DNS works, it means we are playing a crucial role in the financial success of their company. I have committed myself to this new series in order to bridge the gap between those who are fully knowledgeable about DNS - and basically the inner-workings of the Internet - and the general public. While you might be tech savvy and also be a leader, as a CEO, and thus a top expert in your own industry, that doesn't mean you fully understand DNS management systems. So, it is my job, as the senior writer to provide you with that information and in a clear and concise manner," Johannsen explained.
To visit DNS Made Easy’s blog, tutorials, and other educational resources, please visit http://www.dnsmadeeasy.com.
About DNS Made Easy
DNS Made Easy is a subsidiary of Tiggee LLC, and is a world leader in providing global IP Anycast enterprise DNS services. DNS Made Easy implemented the industry’s first triple independent Anycast cloud architecture for maximum DNS speed and DNS redundancy. Originally launched in 2002, DNS Made Easy’s services have grown to manage hundreds of thousands of customer domains receiving well over 8.0 billion queries per day. Today, DNS Made Easy builds on a proud history of uptime and is the preferred DNS hosting choice for most major brands, especially companies that compare price and performance of enterprise IP Anycast alternatives.