Customer Stories

Rackspace Cloud

How to raise the bar with fanatical support

Rackspace® Hosting, the world’s leading specialist in the hosting and cloud computing industry, delivers enterprise-level managed services to businesses of all sizes. Rackspace serves more than 100,000 customers in eight data centers worldwide, integrating the industry’s best technologies for each customer need and delivering it as a service via its award-winning Fanatical Support®.

The San Antonio-based company provides Fanatical Support to its customers, across a portfolio of IT services, including Managed Hosting and Cloud Computing. Rackspace is also the founder of OpenStack™, an open source cloud platform with broad industry support, designed to offer cloud consumers greater choice.

Online support solution enables an uncommon level of service

The company backs its managed, email, and cloud hosting solutions with a level of personal customer support service not commonly found in the IT industry.

“We differentiate ourselves by putting customers first across all of our businesses,” explains Blake Yeager, product manager, Rackspace “When we launched our cloud hosting offering, we wanted to keep this distinction from other vendors by delivering a higher level of support.”

Rackspace Cloud’s support staff initially handled customer issues via phone, online chat, and email.

“Our customers were already very happy with our overall level of service,” says Yeager. “We wanted to take it one step further and give them an interface where they could track their own tickets online, so we began to look for a provider of such solution.”

Web-based ticketing increases access to support staff

“Zendesk makes a world of difference,” says Damian Green, product operations engineer, Rackspace. “It lets our cloud customers see the current status of their tickets, which increases their overall confidence in us. It also feeds us performance reports on how promptly we’re responding to their support needs.”

By offering its customers an additional means of interaction, Rackspace has solidified its customer service in improving its customer interaction without devoting more resources. Some customers use Zendesk as their primary means of communication with The Rackspace Cloud support team.

“Many of our customers don’t have time to make a call or interact via online chat,” says Yeager. “They appreciate being able to create a ticket and then come back to check on it at their own convenience.”

Transparent system lets customers experience superb customer service firsthand

The Rackspace Cloud support team is now able to simplify daily tasks by utilizing specific Zendesk capabilities. With Zendesk triggers, The Rackspace Cloud support team can route tickets to the appropriate departments as soon as they are submitted. Using Zendesk macros, they can deliver familiar responses to common support questions, and flag the tickets that agents are already addressing.

“We’ll never be able to prevent all IT issues,” says Yeager, “but Zendesk’s online help desk solution enables our cloud customers to get a ticket status at any moment. This helps us in providing an additional level of interaction with our cloud-based customers. ”

“With Zendesk, customers can look at a control panel, see a status, and get notified via email whenever an update occurs throughout the process. This is a huge step forward in showing our customers that when we promise, we walk the talk, ” Green says.

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Rackspace, Fanatical Support and Fantiguy design are service marks of Rackspace US, Inc. registered in the United States and other countries. OpenStack is trademark of OpenStack, LLC.

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