Rackspace has literally trademarked “Fanatical Support”. They’ve been using this phrase since the dot com days. Why? “If you threw a rock you’d hit a hosting provider”, says Robert Collazo, Social Media Manager at Rackspace. “We had to stand out.” Rackspace’s goal was to become a great service company first and foremost.
As you talk to Robert, you realize how serious this undertaking is at a huge company like Rackspace (4,300 employees, 180,000 customers). No one person could possibly read all customer interactions, even if they never slept. To ensure fanatical support, they’ve had to build a respect for the customer deep into their DNA.
Open lines of communication are also huge at Rackspace. Customer support employees have direct contact with product managers, so they can pass feedback on to those who are able to act on it. Robert says that this is key: “support issues can be solved when product managers are aware of what the customers' needs are.”