For those hosting companies that provide phone support how much time and expense does it cost VS just primarily using email/support ticket system?

Is it really worth it?

Originally posted by goodness0001
For those hosting companies that provide phone support how much time and expense does it cost VS just primarily using email/support ticket system?

Is it really worth it?

I offer it, and people use it, I also make it clear that although it's "pretty much" 24 hours/ 7 days, there are times when it's gonna go to the answering service, and that leaving a message will work (though I'm having to remember to check them and write them down).

It costs me time and effort, it pays off, people who call for sales questions typically sign up.

For the longest time we have only provided email and then helpdesk support.

We since found a great site called http://www.angel.com from our merchant partner company. Its very awesome, you get a 30 day free trial to try it out and its a souped up forwarding service for $9.95 a month

Its all voice activated so you can say "Technical Support" and it will forward to the number you desire....or "Gary" and it will foward directly to (me) etc.....

We have since set it up and changed to paid service and have enjoyed all the benifits of it, our customers love it.

At the moment, we still dont provide phone support, but this summer it will be changing since some of our tech's have shown a interest in offering it

So for right now you just use it for a voice mail system?

Originally posted by Dixiesys


I offer it, and people use it, I also make it clear that although it's "pretty much" 24 hours/ 7 days, there are times when it's gonna go to the answering service, and that leaving a message will work (though I'm having to remember to check them and write them down).

It costs me time and effort, it pays off, people who call for sales questions typically sign up.


How's that going to work when you have 10,000 customers? You'll either have to stop providing that or raise your pricing to pay for phone support staff? Not a slam, just wondering if you've considered the long-term ramifications of offering phone support...and how you plan to handle that later.

--Tina

Originally posted by goodness0001
So for right now you just use it for a voice mail system?

We do have it for other departments like billing, sales, merchant accounts etc.........

If you choose to offer live support be clear on your hours of support. Make sure it is stated on your site and on your voicemail system. Some customers will still call 24x7 if you offer phone support. (Dixiesys is right). So you'll need to stand firm on your hours of service or you will get worn down by lots of calls outside your normal hours.

Support what you can afford and still turn a profit.