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  1. #1
    netrg
    Guest
    Do you offer telephone support to webhosting customers.

    Is it a difference maker to them

  2. #2
    Bronze Member
    Posts 183
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    Some love it and some will never use it

  3. #3
    Bronze Member
    Posts 73
    Post rank 202 (2)
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    Quote (netsolutions @ Dec. 10 2001,23:48)
    Some love it and some will never use it[/b][/quote]
    couldnt have said it better myself <img src="images/smilies/smile.png" border="0" alt="" title="Smile" class="inlineimg" />

  4. #4
    Platinum Member
    Posts 732
    Post rank 218 (2)
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    Its definately worth offering it....

    It will put a lot of people off if they cant contact you in times of trouble!

    That said, as netsolutions says, some use it some dont but some abuse it as well <img src="images/smilies/wink.png" border="0" alt="" title="Wink" class="inlineimg" />

    Cheers,

  5. #5
    Silver Member
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    I asked my customers to complete an online survey a couple of months ago and one of the questions related to 'telephone support' (should we provide 0800 support for them).
    Strangly enough, the majority of them stated that they didn't want or need it? They even rejected the idea of using 'Live Helper'?
    Perhaps I'm just lucky, (as the majority of my customers are business users)  as they seem perfectly happy with the online knowledge base we providem, combined with the email support.

  6. #6
    I'm a Newbie
    Posts 3
    Post rank 303 (0)
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    Smile

    In my past experiances its best to excell on one level of support. Dont do everything be good on e-mail and something along the lines of humanclick/live helper. In the days when that was free it was a very useful tool, anyone know of something similar, but more realistically priced?

  7. #7
    Platinum Member
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    atm, we have a call-back service, ie you leave a message and we will get back to you (were a budget service and therefore cannot provide propper phone support). Most people just email support@, probably as its easier.

    I'm also toying with a live support service that is in testing stages. The response with that has been alot and we get alsorts chatting, from people intrested in hosting to people who want support (other ppl just want a chat!?!). Be aware that abuse is common but you can monitor their Ip's.etc and ban them (untill they delete the cookie).

  8. #8
    Newbies on a roll
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    We offer 9-5 M-F telephone support. I must say that the line is somewhat under-used...not sure if thats a good or a bad thing!

  9. #9
    Posts 5300
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    We wouldn't get clients if we didn't offer it (business decision to go for quality over quantity when we started - that is not a dig at lower priced hosts. We just much prefer to have fewer high paying clients over hundreds or thousands of low paying clients). Having said that - we have also thought of starting an alternative brand for email only support type hosting, although it is inconclusive as to whether we will bother or not.



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  10. #10
    34 rating
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    Can't believe I never chipped in here, not like me at all.

    We offer phone support on an 0870 number at the moment, some people just like being able to pick up a phone and talk to someone at the other end - but phone support takes a special kind of support person, someone who can make small talk whilst they are looking at a problem, it also helps if you've got headset phones, especially cordless ones
    Karl Austin :: Owner :: KDA Web Services Ltd. :: UK Web Hosting and Servers
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  11. #11
    I'm a Newbie
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    we offer 24/7 phone support as well as a ticket system and the ticket system does get used more but there are a lot of our customers that prefer to talk with a live person.

  12. #12
    Registered Member
    Posts 20
    Post rank 426 (0)
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    Originally posted by U2Host@Jun 21 2002, 01:17 AM
    something along the lines of humanclick/live helper. In the days when that was free it was a very useful tool, anyone know of something similar, but more realistically priced?
    can't remember how much HC is now, but we used realtimeaide for a while, until falling out with them! Now using instant helper from webumake.com, but I suspect it's a similar price to HC to be honest... though the support is far better (no, not on commission, just v pleased with the service!)

  13. #13
    Platinum Member
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    There is a free one (complete with source code) floating around hotscripts atm, Ive never tried it so I cant comment (its php btw).

    Im happy with human click for the mo.

  14. #14
    Jim
    Jim is offline
    Bronze Member
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    We don't offer phone support for a number of reasons.

    1/ Much easier to handle things the way things are (PerlDesk ticket system with emails piped through). This allows the support to deal with the issue then give a full report back giving step by step guidance or whatever info needed.

    2/ Multiple staff can assist at the same time using web based support.

    3/ We have support staff spread around the world in different timezones. A phone number to the office could be workable but not if the support on duty at the time isn't located in the office.

    Having said this, some people just like to speak to a 'real person' rather than an email address so we're considering giving limited phone support (office hours). Its likely to be an 0870 number though to try and encourage people to use the web based methods (as things really do get done more efficiently this way).


    EDIT: Just realiseed how old this topic is





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