24/7 Umbraco Support - Myths and Realities

Your Umbraco website is critical to your business. You know that you need expert support to ensure that your website is secure, user-friendly, and, perhaps most importantly, up and running. Do you need 24/7 support? Emergency support? Let's break it down.

Every company on the planet touts “great customer service” in their attempts to win you as a customer. No one is luring you in with their promises of mediocrity. According to Gartner, 89% of businesses compete through the level of customer experience they’re able to deliver. How that experience is handled is the real differentiator.

If you’ve ever called your residential internet provider about router problems at midnight, odds are that you did manage to talk to a human. You may have jumped through some hoops first, but many companies do provide 24/7/365 support. That person may be reading from a script and may or may not be able to help you, but the support is technically there. If they weren’t able to resolve your issue, you probably ended up calling back the next day, hoping to get a different technician. If you’re sufficiently annoyed at this point, you may take to social media to air your grievances.

At Fyin.com, we do everything a bit differently. We leverage Umbraco differently. We support our client-partners differently. And, based on the feedback we receive, we believe it’s working.

nstead of creating a traditional company/client relationship, we build partnerships. Our partners engage our team based on their unique needs. Our team, in turn, becomes an extension of their team. “Think of us as your best employee,” we often say.

In addition to providing experts in Umbraco, SEO, UI/UX, PPC, and other areas of technology and marketing, we offer several key benefits for our partners:

• Emergency support on a dedicated phone line. Yes, even at midnight.
• Developers and Azure experts on-call, just like your best employees. 
• State-of-the-art hosting and infrastructure. No company offers 100% uptime, but we like to stack the odds in your favor by creating an infrastructure that minimizes outages/failures.

“Building a good customer experience does not happen by accident. It happens by design.” – Clare Muscutt

When choosing a technology partner, there are many details to consider. However, around-the-clock support may not be the best indicator of a firm’s ability to provide the level of care you need. Let’s think about the math for a moment. In order to staff a call center, even a small one, for three shifts a day, it would cost around $45,000 per month. At Fyin.com, we believe you are better off having an expert (one who knows your website well) on call if there is an emergency. Our partnership model keeps us ever mindful that any challenge must be met with a “we” mentality. And we’ll never leave you high and dry.