|Some love it and some will never use it[/b][/quote]|
couldnt have said it better myself
Post rank 219 (-15
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
Post rank 207 (-15
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.
I'm a Newbie
Post rank 304 (-16
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?
Post rank 300 (-16
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).
Newbies on a roll
Post rank 391 (-15
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!
Post rank 83 (-50
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.
Post rank 49 (-32
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
I'm a Newbie
Post rank 341 (-16
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.
Post rank 426 (-15
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!)
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?
Post rank 300 (-16
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.
Post rank 296 (-16
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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