Thread: Telephone Support

Do you offer telephone support to webhosting customers.

Is it a difference maker to them

Quote (netsolutions @ Dec. 10 2001,23:48)

Some love it and some will never use it[/b][/quote] couldnt have said it better myself Reply With Quote   12th December 2001 #4 jonny_b 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 Cheers, Jonny Baird Vibus Limited UK & Ireland Reseller, Dedicated and Collocation Accounts Reply With Quote   13th December 2001 #5 Eladesor 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. Eladesor __________________________________________________ _______________________________ He who asks is a fool for five minutes, but he who does not ask remains a fool forever. EverythingButComputers Limited Reply With Quote   21st June 2002 #6 U2Host 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? Reply With Quote   21st June 2002 #7 Andrew 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). Andrew Reply With Quote   13th September 2002 #8 kingdomhost 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! Reply With Quote   13th September 2002 #9 markcastle Secura Hosting Ltd 1 reviews, 100% positive. Certified VIP Host I have made 3937 posts 313 posts within 6 months Contact Me, Company profile 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. ••• Mark Castle ••• Secura Hosting Ltd ••• ••• Managed Hosting ••• ••• AS29452 • UK Company Reg No: 04330657 • VAT Number: 789 2703 81 • Sales: 0845 123 2632 ••• My views are my own and not those of my company. Reply With Quote   14th September 2002 #10 Karl KDA Web Services Ltd 2 reviews, 100% positive. Certified VIP Host I have made 7042 posts 303 posts within 6 months Contact Me, Company profile 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 0800 542 9764 :: Company: 04114724 :: VAT: GB 842 9597 81 "Individual Solutions for Individual Customers" - Call us today for free Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. - Einstein Reply With Quote   18th September 2002 #11 bearone 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. Matt Hilbert Fastservers.net 0800-169-0028 ext 106 ICQ 165636161 Reply With Quote   26th October 2002 #12 jhuk 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!) Steve Westrop JigsawHosting Reply With Quote   26th October 2002 #13 Andrew 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. Andrew Reply With Quote   26th October 2002 #14 Jim 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 Jim •• (url-removed: need 20 posts) •• High quality UK or US based shared, reseller, VPS and dedicated hosting since 2002. Reply With Quote   + Reply to Thread « Previous Thread | Next Thread » Thread Information Users Browsing this Thread There are currently 1 users browsing this thread. (0 members and 1 guests)   Similar Threads Telephone redirection services By Jim in forum Business and Technical Advice Replies: 11 Last Post: 13th August 2004, 04:42 PM 24hr Telephone Customer Support By Fanatical in forum Hosting Software and additional add-on products Replies: 13 Last Post: 17th March 2004, 12:15 PM Co-lo. What about support? By Frank Rizzo in forum Dedicated Servers, VPS and Colocation Replies: 15 Last Post: 23rd November 2003, 07:59 PM Posting Permissions You may not post new threads You may not post replies You may not post attachments You may not edit your posts BB code is On Smilies are On [IMG] code is On HTML code is On Trackbacks are On Pingbacks are On Refbacks are On Forum Rules -- English (US) http://www.webhostchat.co.uk Archive Top All times are GMT. The time now is 12:44 PM. Content Relevant URLs by vBSEO 3.5.0 RC2