WHIRtv: Jim Picone Discusses Customer Support at The Planet
July 24, 2008 by Kevin Hazard, Web Hosting Evangelist in Servers and Solutions, The PlanetContinuing The Planet’s feature coverage on WHIRtv, Anastasia Tubanos of The WHIR sat down with our vice president of Customer Care Jim Picone.
Jim explains the major improvements we’ve executed in our customer care organization within the past two years and focuses on the benefits of our new phone, chat and ticketing systems. With these new systems, we can now track critical metrics to create best practices and monitor operational efficiencies.
Watch the video below to get additional insight into our call center and our vision for the continuous improvements we’re making in our customer care organization.
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July 25th, 2008 at 4:17 am
Out of interest, how come Jim doesn’t get a mention on your page of VP’s here http://www.theplanet.com/about/management/ ? Are there other VP’s also not listed on this page?
July 25th, 2008 at 1:00 pm
That’s a good question, Naws. The management team listed on our “About -> Management” page are all of our Senior Managers (or essentially Doug and every one of his direct reports). Jim shoulders a considerable amount of responsibility in our customer care organization and works directly with Jimmy Treuting, our vice president of sales and operations.
July 27th, 2008 at 1:04 am
Chat isn’t instantaneous !
July 28th, 2008 at 12:10 pm
The intent of Jim’s description of chat availability reflects the general measured wait time in reaching an agent through the live chat feature. Have you had experiences of waiting an extended period for chat to connect you to a representative in sales or support? If so, I’ll forward any of the additional information you can provide to Jim and the department managers so they are aware of that service inconsistency. Even under heaviest volume, chats typically do not stay in queue for very long.