Infomaniak's customer service quality praised by 93% of users

When speaking about Infomaniak, its support is readily mentioned. In 2018, while the number of customers continued increasing, Infomaniak’s customer satisfaction with service surged over 20%, achieving 93% [1]of satisfied customers.

As the foundation of our continuous improvement approach, support enjoys significant investments in order to respond efficiently to the various expectations of our customers. Locally situated, support in five languages, available 7 days a week, extended hours, increase in the number of specialised agents: Infomaniak focuses on excellence.

Infomaniak, a hosting service focused on your needs

For a Web host, customer service is the incomparable guarantee of quality. At Infomaniak, we apply significant resources to ensure that you always find answers to your questions. Faithful to our philosophy, we evolve our customer service by constantly examining our achievements.

At the heart of our system: increasing the professionalism of our support through the continuous training and development of our “specialised products” agents. Highly empowered, the first line of support answers an increasing number of questions, thanks to the systematic sharing of knowledge and best practices via training and an internal knowledge base. Depending on the problem, users are referred directly to “products specialists”. They benefit immediately from in-depth technical assistance and are, insofar as possible, followed by the same person until their problem is resolved.

By freeing time for high value-added tasks, this optimised organisation and reinforced skill shortens the time needed to achieve the greatest satisfaction of the users. Customers are thus assured of having a competent and fully available contact person for the resolution of their problem.

Evolving to meet all expectations

Although support is our best calling card, it is also a valuable source of innovation. Through its exchanges, Infomaniak’s customer service collects and categorises customer expectations. Our development teams are thus able to provide continuous evolution and develop new products based on the concrete needs of the users.

To satisfy the demand, we regularly recruit and train new support agents in French-speaking Switzerland (Geneva) and in German-speaking Switzerland (Winterthur). By remaining locally situated, Infomaniak participates not only in developing the economy, but also manages to maintain a close proximity with its customers.

Moreover, we continue to evolve our support in a spirit of constant improvement. Since last year, customer service is also accessible by chat. Highly acclaimed, this new means of interaction allows enriched and perfectly contextualized exchanges. It offers the opportunity to exchange screen captures and direct links to our 1000 guides or to configuration pages to provide more rapid solutions.

Moreover, we are diversifying the means of communication with customer service so that it remains readily accessible. Our support agents can be reached by phone, chat and email, 7 days a week, 365 days a year. Ultimately, Infomaniak will offer 24-hour support and will also integrate artificial intelligence to instantly answer the most common questions and perform some repetitive tasks. This evolution will offer our employees more time to bring maximum value addition to users.

Our customers speak for us

Widely recognised, Infomaniak’s quality of support is praised by our customers. Moreover, the encouraging result of customer service satisfaction rates, online reviews and recommendations [2]speaks for us:

“Very good support / very good hosting
Every time I’ve had support, the teams have always helped me very quickly and very effectively.”
“A hosting company at my service!
This hosting service does not just “sell” space and traffic, it responds quickly to any problem – even when the questioner has misread the explanations in the FAQ …”
“The quality of a professional service on a human scale!
For a year, we have been using most of the services offered by Infomaniak for our customers. Rapid and efficient support, both technical and commercial, listening to our expectations.”
“Recommended
Do you have a technical question or have you noticed a little problem? Don’t panic, their customer service will answer in a very friendly and professional manner in a very short time.”

Our customers’ commitment to our support shows the importance we place on our users. We are commited to evolving our service in line with trends to meet your expectations.