At SiteLock we review websites for malware every day, and every month we clean over 50,000 malware infected websites. We find thousands of security flaws daily and protect our customers from sophisticated attacks. Regardless of the issue, we would not be able to secure all 50,000 sites without the help of our amazing Support Team.
Creating a ‘Customer Service’ Focused Culture
The SiteLock Support team is a group of dedicated individuals who strive to create a positive experience for our customers. They work around the clock to improve turnaround time and resolve all tickets as quickly and efficiently as possible. Our monthly stats are a testament to this dedication. Servicing twelve million websites means we receive thousands of support tickets each month and we’re proud to report that, on average, 90 percent of those tickets are resolved within the first two and a half hours of being submitted.
Our Technical Support Director, Norm Bunton, has created a culture where success is measured by how well we take care of our customers.
“We know our customers are relying on us to clean their websites with promptness and accuracy. We are very dedicated to our customers and are available to them 24/7, 365 days a year,” says Bunton. “When a ticket is submitted, we are committed to addressing that ticket immediately. In September 2018, 95 percent of the malware tickets we received were resolved within three hours.”
And SiteLock customers certainly appreciate this level of service, as shown in many SiteLock reviews.
SiteLock Reviews Speak For Themselves
Our culture of customer service has led to a trusting relationship with our customers – they know they can depend on our Support team for fast, accurate, and friendly assistance. The proof is in our SiteLock customer reviews:
“The approach taken by the SiteLock Support team made all the difference – their explanations were clear without being too technical. The SiteLock team really cared about my situation and helped to lower my panic level by assuring me that they could fix this. I felt confident they would get us up and running again quickly.” Melissa Marchand, Hyannis Whale Watcher Cruises
“★★★★★ Working with SiteLock has been a blessing for my company. I am not navigating through pre-recorded messages or automated processes, I am provided prompt and proactive care from a personal, human representative who spends as much time with me as I need and explains everything thoroughly. I truly enjoy my partnership with SiteLock!” Mo, ConsumerAffairs review, 6/15/2018
“★★★★★ Consistently amazing service. Products work and it’s worth getting just for the support alone.” Prince, TrustPilot review, 8/28/2018
“Luckily, every time I had questions, I was met with a fast and friendly customer service response.” Maddy Osman, the-blogsmith.com
While we appreciate hearing from happy customers, Support is always looking for areas of improvement. Empathy remains at the core of their efforts. “We try to put ourselves in the customer’s shoes. How would we feel if our site was down and our business was being affected by it?” says Bunton. From looking at potential process changes to implementing a Customer Support Satisfaction survey for customers to fill out after their tickets are resolved, we are constantly finding ways to outperform from the month before. “We believe these improvements will help us better support our customers, and hopefully, achieve new goals.”
If you’re ready for solid website security backed by first-class customer support, check out our plans and pricing and get protected today. You can also read more SiteLock reviews and see how we’ve helped websites just like yours.