15 Sep

2011

The new “home” of SiteGround customer service

Hey, I am writing this blog post to let you know we’ve moved our Customer Service to a new, better and significantly larger office! We are so excited about it, because we believe that it is important how people feel about their job and that the efficient, comfortable and cozy work environment influences positively the quality of our Customers Service.

Here’s the short story of our Customer Service offices: The first customer service office we established apart from our head office was in the romantic initial years of SiteGround, when we, less than 10 founders and enthusiasts that started the company, were doing everything ourselves. I remember with some nostalgia those times when we spent weeks doing job interviews all day long and wiring PCs and switches in the evening.

Now 7 years and 250,000 domains later we have gone through several office changes. However, as the number of people working for SiteGround grew beyond 70, we once again needed to move. So we found a luxurious 7,000 sq. foot office for our customer service (this is nearly 10 times larger than our first one!) :) This time it was not me wiring the place and making the interviews, but the new office still required a lot of my and other higher management people’s involvement in all sorts of details in order to create the perfect office:

  • We have chosen the highest class business building that has a huge power generator for backup in times of general electricity problems. This means that our customer service availability will not be influenced by power outages;
  • We rely on two of the biggest local internet providers to ensure redundancy of connectivity, meaning that even if one of them experiences some temporary problems we are still covered.
  • We decided that each workspace will be supplied with two monitors, so that people can see the maximum possible information and thus serve the customer requests faster;
  • We equipped a big training room, where apart from the standard trainings we will hold some open classes on different aspects of running the company, so that everyone has a notion what is the general philosophy behind our organization;
  • We dedicated a room to be used as a cozy fully equipped kitchen. There are also vending machines so that no one gets thirsty or hungry over the night shift;
  • We created a game room with a pool table, darts and other games, where people can relax, as we know that when the stress goes beyond certain levels one cannot provide efficient support to the customers in need;
  • We also took part in polishing the smallest details like choosing the furniture and the pictures in each work room in matching colors. I, myself being a keen fan of photography, even bought a professional photo-printer to print the images chosen by the the sales and support team supervisors :)

So the new office really got us involved. It maybe took more of our time than we initially expected, but on the opening party, when I heard Mila from the sales team saying: “It feels like home here!” I understood that it was totally worth it. Because I know from my own experience, from the time when I was supporting SiteGround customers myself, that feeling at home at your workplace makes you respond to customers as if they are family or friends!

Tenko
The SiteGround Mastermind

Author: Tenko Nikolov

The SiteGround Mastermind

For the last few years Tenko Nikolov has been one of the masterminds behind the success of SiteGround. He has come up with multiple successful strategies for overcoming technical problems and has achieved real business results for SiteGround. His vision and skills have made SiteGround a leading host in terms of technology and platform reliability.

Comments (120):

  1. happy customer says:

    congratulations, it looks sharp and cozy at the same time.

    one suggestion, if I may, is to place metrics and data monitoring LCDs on some of those empty walls. it creates a sense of activity watch for the reps

    keep up the good work!

  2. Tenko says:

    Note taken, thanks! Buying the LCDs is easy.. but we’ll have to develop the software to show the stats. Anyway, its a good idea and I intend to do it ;)

  3. Meg says:

    Looks very nice! Now I can visualize where everyone is when I’m harassing people with silly support questions. :)

  4. John says:

    Does this mean we’ll actually be able to reach someone now instead of navigating a series of menus designed to prevent us from ever filing a ticket?

  5. Tenko says:

    Hello John,

    Thanks for the question!

    We have actually recently made some changes in the HelpDesk and anyone can see much easier the link for direct ticket posting in any chosen hosting-related category or if no category matches s/he can still post directly in the General Hosting Related Problems.

    The only category that is exception about direct ticket posting is the Site Down category, where we request you going through a form of some automated tests and preliminary questions, because our long year experience shows that if you just post a ticket “my website is down” we will need to ask you these questions and ask you to manually do the checks in 99,9% of the cases and this will slow down the actual resolution, which we do not want to do for this particular problem.

    We still highly recommend that each time when filing a ticket you choose the best-fitting category, even if this means going through some forms with additional questions, as this will guarantee the fastest overall resolution.

  6. Jason Killgo says:

    Congrats on the new space for the people that keep us all going! I hope you all enjoy it for a long time to come as moving can be a major pain in the rear. Now where is the ski ball? LOL!

  7. Lawrence says:

    Congrats~~~:), It is two years for me to use Siteground services, all are the best.

  8. Heather says:

    Congrats! …. can I have a job?!?!?!?!

  9. Paolo says:

    Congrats for the new office!
    Do you need a “technological archaeologist” in your staff? :-)

    Greetings from Rome

  10. Mark Thomas says:

    Very nice office! I’ve always been satisfied with SiteGround’s customer service. I appreciate the personal touch.

  11. karen thomas-lambert says:

    Congrats on the new office space. Great job guys! Keep it up and save a corner desk for me. lol

  12. Ryan Hull says:

    Looks great guys! Keep up the good work and awesome service!

  13. Dave Hahn says:

    Looks fabulous. Enjoy the new space.

  14. Jason Jones says:

    Looking good, like the green and red rooms. Thanks for the great customer service when needed.

  15. Francisco says:

    Nice place to work, i wish to work in a place like that, thanks for your time to resolve our issues. Best regards from México.

  16. Pere LLuis Sanz says:

    Nice place to work..
    This staff must be confortable, is a good team. Always quick and good answers!

  17. Edgar says:

    Congratulations on the new office space. I have been with Siteground for about 5 years and customer service is always great at resolving our issues in a timely and professional manner.

  18. Avrohom Gershon says:

    It’s great to see how Siteground in growing and successful. It’s also great to see how much they care about Customer Service that they want to support the Customer Support team like this

  19. Caroline Dewey says:

    I just LOVE your SiteGround Blog! Happy Halloween! In this scary world, it is a breath of fresh air to find a “Not-so-scary” hosting site, such as yours. I am impressed with all you have done for my small business, in hosting my Resume writing website. Good job! I always brag you up to my friends and business associates. Looks like a beautiful new office space! Keep up the good work SITEGROUND! :D

  20. Keith says:

    So those are the people that have helped me with all my problems! Good to know! I hope I didn’t bother them TOO much.

  21. Jay says:

    Congrats on the new place. No way that girl works there. :P

  22. Don Ruth says:

    My office is cold, and kind of dark and in this out of the way area of the office so that we call it the Bat Cave. We too have room in the building where we can place Foosball and some hockey game and even video games, but I have never done that. Good luck with the new space.

  23. Dana Howard says:

    SiteGround does hosting right, and pricing lite.

  24. Capitol Hill Delivery says:

    Awesome! Congratulations! You earned it.

  25. Steve says:

    Great job on making your environment “user friendly”. I just hope my employer will figure that out before our toxic building kills off the last of us!

    Keep up the good work.

  26. Johan says:

    Is Great office i like that

  27. Luis Mendoza says:

    Nice Offices. Enjoy it

  28. Mikko says:

    Looks nice! Where are you based?

  29. arshad says:

    I’m happy to see some of faces and of the places I’m linked with. Actually, now I’m even happier to be part of this webfamily… Have a nice life and a great time while working.

  30. eleryantonio says:

    ES: Me a gustado ver sus oficinas y estoy muy feliz por el servicio de calidad que he recibido estos 2 ultimos años, sigan mejorando.
    EN: I liked to see their offices and I am very happy with the quality service I have received these past 2 years, continue to improve.

  31. Roceania Williams says:

    Great to see that expansion is on the horizon….may it permeate to the awesome ground you host for my company!

  32. greg says:

    Looks great!

  33. Burt says:

    NICE Digs! Enjoy and Happy Halloween!!!

  34. Stephen says:

    sweet space! I will probably steal some ideas when we design our new office (hopefully sooner than later). Thanks for the great work!

  35. Raja Panitapu says:

    I have used many web hosting services for my clients.Initial start up was bit tough, But with Site ground it’s easy once you enter into Dashboard. Good Service Keep it up with offering grt deals to all the customers.

  36. Irving says:

    I’m Very happy with your services, thank you.

  37. Chris says:

    I have had such wonderful, prompt, enthusiastic help from your tech support staff, I hope the cushy new digs don’t take the edge off TOO much :-)

  38. Ronald Chu says:

    Congratulations, the new SiteGround place looks really nice!!!
    And this post enter me once to the Halloween challenge and get a chance to win!!! ^_^

  39. shelleyl says:

    Now I can picture you in your home.
    Nice to know the staff are cared for….
    Thanks for the great service.
    Beer Cycle?

    • Mihail Irintchev says:

      The beer cycle was a joke that popped up on the new office opening ceremony.

      Here’s the story in brief: There was that cluster of four pictures on the wall (those seen on the picture but originally in a different order) which were probably meant to have some relation to each other that we were trying to perceive for about 10 minutes. Then the answer popped out! They represented the beer cycle, but had to be arranged in a specific order to be read properly: clockwise, starting from the upper-left, finishing with the lower-left.

      Here goes the beer cycle reading:

      1. The dry soil picture represents the soul and body of a person tormented by the absence of beer in her organism. It’s time for a cold one…

      2. Then comes the expected natural revival of the whole being, like the green earth during Spring time…

      3. As the beers keep coming the soul keeps growing and flourishing until…

      4. The consciousness and perception become obscure like the blurred mazes of a dark cave, depicted on the fourth picture. Then follows unconscious sleep, after which GoTo step 1.

      Cheers!

      Mihail Irintchev
      Head of Software Development
      SiteGround.com

  40. aghatha Maxi Consulting says:

    Cool the new SiteGround place,

    good job guys !!!

    Halloween challenge !!!

  41. Richard says:

    I have always hated when companies would display on their websites your typical “talk to a service representative today” graphic, featuring a beautiful woman waiting to take my call, but it appears that you guys do, in fact, have a beautiful woman waiting to take my call (see last picture). Keep up the good work SiteGround!

  42. Felix Song says:

    Nice room, nice decorate and nice girl, wish you company blossom in the future!

  43. Sabiee says:

    Really like the game room and the beer cycle;)

  44. Shiraz Farooki says:

    Everything works well for me at Siteground web hosting. Their staff is extremely friendly and helpful for a novice user like me. I have opted for them twice. Have had 2 accounts with them since 2 years now. I have also tried their online web builder which was very easy to use to make the website. It gave a very professional look to my company. My new site was up and running in 5 hours! plus I got my new domain free saved something like $9 per year. Would definitely suggest Siteground to all my friends.
    The customer care of this company is great and you can get answers to your queries without any fail. It is a 24 hours Seven days of week affair so you need not worry about any issue you are facing. The moment you face any hassle with the web host company give a call to the technical support or submit a ticket and the Siteground executive would entertain your queries in a single go.
    Highly professional company would definitely recommend them to everyone.
    Keep up the good work guys!

  45. BALA says:

    Nice! I hope you are enjoying your work. I am working with support too (call center) and I can not say that I am happy with my job.

  46. Eugeni says:

    I’m glad to see that your employees have a best place to work, in fact these will be a benefit for all of us, your customers.
    Well done Tenko.
    Cheers

  47. Antonio says:

    POSITIVE EMOTIONS MAKE UP HAPPINESS. SITEGROUND MAKES HAPPINESS CONTAGIOUS!
    Thanks and Happy Halloween!
    Antonio From Italy

  48. Dennis says:

    Wow, I like billard pool in an office, my boss never know how to make his employees feel satisfy like this. :D

  49. Taymour says:

    Cool, no wonder those guys do a great job :)

  50. Stephane DIBO says:

    I love Siteground, young but strong and really efficient in its helpdesk assistance. We should keep in touch for ever !

  51. Viktor says:

    Congrats for the new office!
    you are the No 1

  52. Cefst says:

    Well done is better than well said :) Congrats guys

  53. Simple Solid Web Design says:

    Looks really nice and modern! Your customer service is amazing already!

  54. Mike Tanner says:

    I really like the pool table. Wonder if my boss would splurge

  55. Beth Widdoss says:

    Be afraid….be very very afraid….of OTHERS! Siteground has been hosting our site www.wtmmassage.com for a few months and has offered amazing services with fantastic prices…I’m here to stay!

  56. Rich Wankel says:

    Looks great, give me a cue.

  57. Joel says:

    Nice space. Just keep treating each call like it is the only thing you have to do and you guys will do great. Sometimes we get a hint that you may want to speedily end the call before the problem is resolved…causing repeat calls and frustration.

    Good to hear things are going well.

  58. erin says:

    love the pool table and other games. It not only gives people an outlet to relieve stress but it also keeps the team competitive, which is essential to our success over here at our company.

  59. Brian says:

    The new office space looks great! One question…if I ask a really stupid support question, will I wind up on the dart board?

  60. Kashif Ghauri says:

    Congratulation on Very cool and pleasant look of your office, I m already a die hard fan of ever smiling online experts of siteground and all guys at its customer center…I hope this new office environment would add more passion and energy in their performance. Good Luck….and Happy halloween :)

  61. Fanny Héraud says:

    Very nice, congratulations! :)

  62. Marcela Azúa says:

    Wow! Your staff well deserve such an office. Especially the game room for relax after a dozen calls asking or complaining for the same thing. Happy Halloween. You could decorate the Orange room with pumpkins to stay tuned with the holiday

  63. Claire Siskin says:

    Why don’t you post some photos of the servers?

  64. Sal Deluca says:

    Glad to see you growing. SiteGround is a great value!

  65. Jeannette says:

    Just finally switched to SiteGround after agonizing customer service at Hostway – never again, I am so delighted with your reps and I will be moving all my customers with me!

  66. Stuart says:

    WoW, fine office there!!, love to work in a place like that. Keep your employees happy and they will keep the good work!

    Congratulations Siteground

  67. Babangida Hong says:

    Just by looking at this state of the art customer center I cant help but imagine if i ever get attended to by one of those dedicated staff in the pictures.

    I wish some day i will personally be in that building to see all those who made it possible for us. To me the greatest prize to win from Site ground is discovering them.

  68. Filip says:

    Wow, looks great guys! Congrats on the new customer service area! I’ll always love the low rates, fantastic customer service, and great website customization/features in the cPanel! :D

    “SiteGround is a terrorific webhost!”
    Happy Halloween ;)

  69. Dan says:

    How do I get a date with the beautiful woman in Picture #8? Good philosophy about happy workers, keep up the good work.

  70. brian says:

    Good looking people in a good looking environment….no wonder you guys are so successful. Thanks for all you do.

  71. Veronika Ronkos says:

    Looks great.

  72. Lydia M says:

    Congratulations on the big move! I signed up to use your services about a year ago and i have to say your customer service is a class apart! I have never had downtime on the website and my questions were answered within a very short time amount time. Job well done! I will recommend those looking to a reliable hosting company to use your services.

    Cheers,

    Lydia

  73. Eric Voelker says:

    This is my post for the pad. Ipad 2 that is! Saw the new pics and it looks like a great space to work in. Keep up the good work and thanks for everything!

  74. Jason Pascale says:

    You can tell by viewing the pics of the new space that great attention to detail has been paid, which is what I have appreciated about your hosting service for the past 4+ years. Looking forward to when we can move into a top-notch office facility!

  75. Dalai says:

    A very nice office. A very beautiful woman.

  76. azizur jewel says:

    site “The Fertile” ground…here I’ve planted my web-seeds, nurturing the seedlings..and waiting it to become a wood someday ahead….

    Congratz to you people.

    Happy Hello-inn !

  77. Gaurav Kakade says:

    Since 2-3 years I am using siteground services and found these people are very cooperative and prompt in giving response. These people are so much professional that they EXACTLY understand the customer needs and respond accordingly. However, the only -ve point is the regular price after the offer. If they tend to reduce that too, then voilaa!!!

  78. hadi says:

    Healthy Offices= productive staff=happy customers@siteground

  79. John S. says:

    Nice place! – Having worked as a CSR before.. I know first hand how stressful phone support can be. A nice break room may seem like a waste of money.. but you want to retain your employees, especially after investing in training and after they have been on the phones for a year. Industry average for turn-over for front-line Tech Support and Customer Service is 1 year to 18 months. If you can retain employees longer than that.. you’re doing something right and should pat yourself on the back.

  80. Cal M says:

    Great offices! The game room looks very challenging, the dart board is out of focus!

  81. Muhammad El-Saeed says:

    Gr8 place, it look like nokia mobile lab

  82. Elen Ghulam says:

    Nice digs

  83. Don Elliott says:

    Looks good. Glad to hear SiteGround is doing well. Enjoy the new digs!

  84. Kruglov Dmitry says:

    wow! great place to work!

  85. Christos Kaouris says:

    So far, siteground has served in a convenient way with swift replys and immediate responses to e-tickets and mail querries!

  86. Kyle Tuck says:

    Hopefully it doesn’t feel too much like home though. Maybe sometimes when you come in just before someone’s shift, he’ll always be coming out of a steamy bathroom rubbing his face like they just shaved, and you’ll be wondering if he’s taken up residence. Or maybe she’ll be coming out of the bathroom with a towel wrapped around her head.

    It’s nice to see the attention to detail, and to see someone that understands the connection between the mood/happiness of customer service reps and the quality of customer service provided.

    Hopefully beverages other than pop and coffee are available. Probably not a good idea to have CSR’s constantly wired on caffeine.

  87. Stephanie says:

    Looks awesome. Customer service people deserve a little extra now and then! You’ll have to post some video of awesome trick pool shots.

  88. Francis Croker says:

    Greatjob guys, love the theme, and could you also post images of your server room, I’d like to see the hosting hardware..Thanks and keep up the good work.

  89. Kelvin Kalu says:

    The office looks pretty cool. Am always happy with your professional services. Keep it up.

  90. Kelvin Kalu says:

    This is beautiful. Am always happy with your professional services. Keep it up.

  91. Chester Clark says:

    Nice Office. I Imagined siteground as a huge company though. Im very satisfied with your services, however, if i might suggest that there should be a chat service for technical support., as there are times that you need to talk to a technical support, not just FAQ, or KB since they are time consuming. In terms of siteground service, all thumbs up!!..keep it up guys..

  92. Jonhny Homelus says:

    Hi, happy to see the famous customer care office, I m satisfied for the service. Keep it up and don t change, I wish that you move more and more to evolution to be the best and top hosting and domain name company around the world. From Haiti, Jonhny Homelus.

  93. Kamal Mehta says:

    Hi, You guys are really great and have a superb support.

  94. yong bobe says:

    great job! where is that?

  95. Donnie Abercrombie says:

    I like that you took the time to help your staff feel more at home with interior decorating. That effort ultimately helps your customers as your staff feels more comfortable. I really like that you themed the entrance to the current holiday, that to me means you keep up with the times. Thank you for your relentless service to my site, well actually, your entire customer base. Happy Halloween SiteGround!

  96. Jason McKenna says:

    I’ve always had good experiences with your support team. I accidentally deleted my forums last year and you guys got it back up and running very quickly.

  97. Mike Benny says:

    All shiny, all new. Looks like an awesome place to work. You all must be loving it there. #Siteground

  98. Saurav Rai says:

    Me being a computer genius but not knowing much about networking in servers, siteground has helped me develop my site www.monarchfans.com (my university’s sport fanpage), terobau.com( just for fun), 7thgravity.com (my friends band site) . Thank you siteground for all your support. You guys are my first web hosting company and will remain my last. You guys ROCK !

  99. carlos says:

    Nice place for a nice support!!

  100. Russell Brown says:

    The new office facilities look great. In this ever increasing stressful world, at least your employees should be able to relax in open environments, and relaxation areas. I have always found SiteGround to be very helpful and easy to use. I have hosted three different websites, and also recommended a friend, who now hosts two websites with SiteGround. Keep up the good work and Happy Halloween to all of you!

  101. Paul Wallas says:

    Great looking office, congratulations. Must be amazing to have a pool table in the office, nice angle when taking that photo.

    Happy #Halloween #Siteground

  102. Clay Berish says:

    Great Space = awesome service.

    Siteground was able to troubleshoot their competitors server/host problems! I used Siteground’s tech support to solve a WordPress issue that my boss’ HostGator acct could not solve (2 weeks and nothing from them)!

    Looks like the new digs inspire brillance!

  103. Asif says:

    I am using siteground for more than 2 years and must say that you guys are awesome.
    love the goodies comes with siteground hosting.
    keep up good work, keep growing,

  104. Gergely Tanacs says:

    These guys deserves a superb workplace, just like this! Just emailed this link to my boss. :)

  105. Ash says:

    nice team and nice home .. i like you SiteGround Team .. wish u good luck

    Ash

  106. Evans says:

    Customer relation always the problem solvers

  107. Wodgotha says:

    Nice and cozy home. Dig the pool table. Anyone for a game of 9-ball?

  108. Johnathan says:

    hi!

    Hope I still have a chance to enter this promotion! (Time zones I think I am still before November 1st?)

    Anyways… Re: a comment… Actually, siteground is a pretty good web hosting service. I do like the fact that they are more up to date on some of the needs of people such as myself (i.e., bandwith/fast computers/etc), because I actually migrated from a ‘slow’ web host to this much faster one, which was very nice…!

    Anyways, hoping I win the iPad! :) (That would be fun & cool).

    Thanks!

    Johnathan

  109. RajanRufus says:

    Nice work and thanks for your share.

  110. Valerie says:

    Been a client of Siteground since 2006 and have been totally pleased with the service over the years.. Have recommended to clients and friends and share in your success over the years.

    In the world of IT, 5 years is a LONG TIME… Enjoyed the journey and appreciate how you’ve grown your business.

  111. Valerie says:

    oops, make that 6 years, see how the time flies…

  112. Fabio Esparza says:

    Almost 5 years ago I started spending all my web sites Siteground. It’s the best I’ve done in my company. Excellent technical support (very fast and friendly response) a lot of collaboration and 100% satisfaction … And even today I can see that they are a company that is made of people, not just computers! I can hardly believe it! Hard to find such quality of service. Congratulations for this new site and thanks for giving a human face Sitegound!

  113. Rene says:

    Oh my god! Photo 8 of 8… I´m in love!!!
    Congrats on the new office.

  114. Aprakrita Dasa says:

    Thanks a lot for your good services.
    I am with you probably since 10 years and I feel very happy to be with you.

  115. Jerome says:

    Congrats, guys! As always, you’re the best! Looking forward to more years with you…

  116. Solomon Tesfaye says:

    Quite a remarkable achievement! Great job done and keep it up! You guys have a chance to grow real big and nothing will stop you if you keep up the pace! We are with you.

  117. muoidv says:

    Thanks a lot for your good services.
    I am with you probably since 10 years and I feel very happy to be with you.

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