Tuesday, February 16, 2010

Ancestry.com Bloggers Day: Member Services

Customer Service representative at Ancestry.com Last year I intended to do stupendously rich articles about Ancestry.com Bloggers Day presentations. Since I never got around to it, this year you’re getting my stupidously poor notes.

Following our virtual tour of the Ancestry.com Washington, D.C. scanning facility, Tom Foster, director of member services gave us a real tour of the Ancestry.com call center. The center is located one floor below digital preservation services.

The funnest part of the tour was the moment we emerged from the elevator and were greeted with squeals of delight. An Ancestry.com employee caught sight of Dick Eastman, ran up and asked for his autograph. Boy, did we tease him! We were jealous, of course, The only person who’s ever asked for my autograph was a state highway patrolman. (But I digress…)

  • Ancestry.com has 1.66 million paying subscribers
  • The Ancestry.com website has over 7 million unique visitors each month
  • Visitors have created 12 million family trees
  • There are more than 1.25 billion people populating these user-contributed trees
  • Ancestry.com will be switching from a few, large attendance webinars towards lots of webinars that may have smaller attendance
  • On the 4th day of a user’s subscription, Ancestry.com does a welcome call

For a couple more thoughts on member services I refer you to an article by fellow attendee, Leland Meitzler. Next time, I’ll review the product presentation from Eric Shoup.

Tom Foster of Ancestry.com Tom Foster has served as director and then senior director of member services at Ancestry.com since May 2005. Over the past 25 years Tom has held various leadership positions in the customer care and support operations industry, focusing on high tech, multi-client care, and sales and product support. He has worked in these roles at Microsoft, Compaq, T-Mobile, Hewlett Packard, Sun Microsystems, and Nike.

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