Assuming you had a good, stable server somewhere with all the fancy schmancy automation systems in place as well as an extensive FAQ/KnowledgeBase, about how many tech support requests would say.. 100 customers bring you / day? Also, how many support requests in your opinion can a single person handle per day? I know this will vary depending on a lot of things but if you have experience or an opinion please add your $.02!

TIA
Justin

Assuming you have a strong FAQ/Knowledge base along with few basic and advanced manuals, with a base of more than 100 customers I think only 2 support technicians would be enough.

One for the day and one for the night..

but again, that's is just my 0.002$ :)


- Omair

IF everything you note is in place and functioning properly... 100 clients shouldn't bring much at all in the way of tech support... I would assume pre-sales would be the bigger issue...which will bring you more than 100 clients, which will increase the tech support requirements :)

One person can answer an enormous amount of email in an eight hour period providing the email is general in nature. 5 minutes per email is a lot of time. Now some emails will take a great deal longer if they require more investigation ...

Now.. if your FAQs etc are setup well then most emails can be answered literally in seconds because the answers are, for the most part, already put together for you :)

I've found, in my own experience, it's not a matter of "how many" support requests are made in a day but rather, "WHEN" those support requests are made. I would have no need for more than one person to handle all of our tech support IF we didn't need to answer the support emails 24 hours per day, 7 days per week. Let's say only two requests come in a day... one at 12AM and one at 12PM..voila you need at least two techs working those two separate shift times.... "When", for us, has been more expensive than "how many".

there's my two cents...

I was personally supporting over 3,000 clients working from 8-8 each day before I hired others to assist me. There really is NO SET RULE for a ratio of customers to support and sales individuals.

I HIGHLY suggest that you have a very strong and easy to use knowledgebase. This has literally saved us hundreds of hours each week in support. It's amazing how much customers want to assist themselves these days.

Once you see that you have to start pulling all nighters more then once a week you know it's time to add another person to your company ;-) .

Originally posted by successful
I was personally supporting over 3,000 clients working from 8-8 .

So thats WHy I wasnt getting an answer on my support ticket!LOL J/K:)

ROFL!!! Cruel...but funny none the less ;)

I'm not laughing!!!!!! :angry:

Nah, I'm a good sport :D

Originally posted by creid


So thats WHy I wasnt getting an answer on my support ticket!LOL J/K:)

LOL, thanks for the replies, keep em coming!

BTW, BEAUTIFUL site successful!