Customer Support

michael · #1 (**permalink**) 06-03-2006, 03:06 PM

When working as a hosting reseller how do you support your customers?

Do you do it yourself with a limited amount of support time daily, do you outsource it to provide 24 hour cover or does your reseller offer to support your customers for you?

Host Master · #2 (**permalink**) 08-03-2006, 10:33 AM

Whatever support arrangements you make you need to keep supervisory control over everything to make sure that a. your support staff are answering tickets in a timely manner and b. they don't agitate customers.

michael · #3 (**permalink**) 08-03-2006, 07:04 PM

Good advice there, I often wonder about the level of support offered by outsourced companies as it is not their customer they are dealing with.

WebHost Admin · #4 (**permalink**) 08-03-2006, 10:46 PM

From a hosting customer end, I've tended to not enjoy outsourced support - yes, you can get fast replies to tickets, but can require multiple tickets to resolve the same issue.

A small hosting team of 2-4 people whom you know by name and can keep themselves always open for support helps create a better look of professionalism, in my opinion. That way, you know who you are communicating with, and have an idea of how well they can deal with your support query - to the point that when Name X claims the ticket, you know you're in good hands.

2c.

michael · #5 (**permalink**) 09-03-2006, 01:13 AM

Good points there and a case in point seems to be our favourite hosting company, Clook, where Jim and Alec provide terrific support.

serverextreme · #6 (**permalink**) 09-03-2006, 01:28 PM

Hello Michael, the amount of tech support is up to you
as a reseller you call the shots on how much support you want to give your clients.
I don't think you want the person your buying your space from supporting your clients.
A good reseller will always give you the support you need to help your clients My tech support is Aplus he always there when I need him.

I have been reselling for a few years now and lets just say I hardly ever turn my machine off
I try to leave my support line open each and every day.
I answer questions always within one or two hours.
I hope this info has helped you in some way...Have a great day

StreamLine · #7 (**permalink**) 19-03-2006, 01:07 AM

If you have the free time and are doing this almost full-time, there are PHP scripts out there to help you create your own support ticket/service center. You can track, chat and contact everyone that asks for support, and make it look like the professional operation it is.