Which Support systems For Hosting business? - Web Hosting Forums Web Discussions on Hosting Webmaster forums Web Hosting Forums Domain Name Forums Web Hosting

Jodohost · 01-19-2006, 07:49 AM

Although we are supporting all the 3 support methods (Live Chat, Phone Support and Ticket/email system) because they have their own importance in different Eyes. But in Hosting Business one must look for more than one support systems. Because, every client appreciate quick/fast and continuous support as and when required by them.

Live Support - Will serve to get answers for Pre-Sales question or matters which is very urgent.

Phone Support – Admired by people for instant problem solving; but not a satisfactory method for Technical Support.

Email/Ticket System - It is a best support system to provide Tech-support and solve descriptive issue. If maintained by the minimum response time.

Although presently most companies are considering Live Chat and Ticket system as effective Support system.

What you think about the same?

etech-peter · 01-19-2006, 04:06 PM

It's always better to have more than 1 support system in place..

You should classify them accordingly, for regular issues and for urgent issues.

Having as many options available is the best in general. You have to maintain all avenues open to maintain a good support system.

For regular issues Live Chat and Ticket System is a good combination. For urgent issues Phone support is the best.

Dawzz · 01-20-2006, 05:51 PM

Since my target market is local business. I offer the following.
Online ticket
Aim/icq/yahoo/msn
email
walk in support
24 hour emergency phone number

tanderson · 01-21-2006, 10:29 PM

Its not the number of support systems that matter but quality and effectiveness which counts. People have stuck with one support system and excelled.

You may have as many ports open as you wish but then people providing supprot they need to be efficient and its always better to streamline your resources than to spread and scatter them.

I would suggest prioritising resources for support.
Provide e-support thru helpdesk from say kayako or similar.
Do not provide e-mail support. Its out dated now. Much faster and better avenues there. Telephone support will help nothing better.
Telephone support may be good as backup just incase your one systems fail but prefer e-support systems from helpdesk and if you have money to affor, you can contract with such efficient server management teams unless you have your staff. These teams have average response time of 30 mins though usually they sort all within mins.

Thomas

TheCoder · 01-21-2006, 10:37 PM

Yes i agree that more then one method of payment is better, Every client has there own needs. Some people want a quicker responce but others are more patient. On the other hand if there is one person controling a variety of contact methods at the same time it gets hard and impossible in other words to accept everything at once. So i suggest bigger hosts should have more contact methods wheras smaller companies should have one method of contact to make it easier and more faster.

Regards,
TheCoder

Mizo · 01-25-2006, 01:32 PM

Email support,Live,phone and tickersthat is very good
but...
you will need some one to let them work 24/7
i mean if u have 4 ways that is not enough yet u have to make them works not just style
i mean for example:-
i have all of those service in my site but the Live support offline always and I dont answer the mail so that would't be good

bryceton · 06-13-2006, 02:42 AM

support ticket, and live support (ex msn) would be most cost effective way to offer it for smaller companys. Phone support may cost too much to run effectivly.

charlesgan · 02-27-2007, 03:23 PM

email support & phone support is a must.
i wont buy from host provider that dont even have a contact number or address.

live support is optional to me. presale, yes.

needsupport · 04-24-2007, 11:28 AM

Quote:

Originally Posted by tanderson

Its not the number of support systems that matter but quality and effectiveness which counts. People have stuck with one support system and excelled.
Thomas

Agree, there's nothing more irritable for me than live chat support which isn't "live", then it's better not to have this support channel at all.

WebHoster · 05-08-2007, 10:07 PM

Thanks for the info -- I'd add that it is also a good idea to explore alternative methods of web revenue, such as reseller programs. We have been very pleased with www.intermedia.net's private label exchange hosting program.