This month, as companies across the country celebrate customer support, we’re highlighting what sets our support team apart and introducing you to some of the smiling faces on the other end of the lines.
Today, I’d like to introduce you to Ted Hoch, Technical Services Manager, who’s been with Sonic Foundry for 12 years.
Q: What do you like best about working at Sonic Foundry?
A: Streaming is always evolving and the technologies are always changing. There are always opportunities to learn more.
Q: What makes our customer support the best in the industry?
A: We have a talented group of people with strong customer service and technology backgrounds who have years of experience with Mediaste.
Q: The amount of support cases received from January to October last year versus this year, as well as the average wait time, dropped significantly. Why?
A: The amount of support cases that we received from January to October last year versus this year dropped by 15 percent. And the average wait time dropped 75 percent – 29 minutes in 2014 to seven minutes now. Mainly I attribute that to improvements within our product and increased staff. We’ve also implemented improvements to our procedures to allow us to be more efficient.
Q: What new initiatives do you have to improve customer support?
A: We are redesigning the customer care portal to closely resemble the Mediasite Community, the online social environment for customers to interact with each other and learn about our products. We’ll be adding more functionality to our customer care portal to better provide information to customers. I’m also working on improvements to the case process so that we can gather more information up front, allowing us to hit the ground running with customer support cases.
Q: When you’re not working, where can we find you?
A: When I’m not working you can find me doing something fun with my kids. They’re 10 years old and 7 years old. Or, I like tinkering with computers and attending concerts.
Q: What are you currently watching?
A: I don’t watch a lot of TV but when I do, I tend to watch documentaries on Netflix – probably something music related. I do need to catch up on the Marvel shows.
Q: What is your favorite movie?
A: I’ve been a Star Wars fan since I was a kid. It’s cool that Star Wars is still around and relevant, and I’m able to share those experiences with my own kids now.
Q: What’s a little known fact about you?
A: I’m a music collector. I have a large collection of records and CDs.