cPanelCon 09: Review on Cust Service

Your to Late for 09 Folks!

This week, Glenn Kelley, of the HostMedic group went to the cPanel 2009 event, hosted at the Hilton America, Houston TX.

cPanel did an excellent job this year bringing in additional vendors, however much of the vendor talks – with the exception of R1Soft were very dry and … dare I say boring.

As usual cPanel showed their best face, as if there might be any other.   Perhaps more interesting than the introduction of what many hinted as “vaporware” -the Windows Platform product called Enkompass, was the number of faces that changed and were now wearing the official cPanel employee shirt and badge.

Sean Richards, cPanel.com

While may are expecting reviews – on the different talks, and vendors present – this posting is strictly about cPanel as a company itself.  Sean Richards, cPanel Lead Technical support Manager, described the cPanel philosophy of support as well as their hiring practices.

Mr Richards described how they will often receive various resume’s but rarely if ever hire unless it is someone they recruited directly.    Much of the additions to their tech and sales pool it appeared due to the changing uniforms from vendors and partners last year.   Mario for example – an excellent leader with The Planet and then R1Soft is now with cPanel in charge of leading their Partner Program.

Under his direction – I am sure the Partner Community which hardly exists now – will have a complete overhaul and a bright future.

Mr. Richards decision to speak about the levels of support – and more importantly the entire philosophy solidifies what we have stated about cPanel in the past:   “They are a company focused on not only service but Enhancing their partners ability to provide service.”  Their session focused on the best practices for their partners to keep customers happy by offering effective ways to drive customer satisfaction.

Nick Schmitz, of HavaWeb, asked a few questions that makes us wonder if he might be the next aquisition to their awesome client service team.

Additional reviews are coming soon on the different talks – Let’s hope the cPanelCon2010 gets filmed – as the levels of information shared with the attendees would be great to review time and time again.