Hi there,
I am looking through a list of outsourcing companies for GraveYard shift (after business hours) and during holidays. I was looking into www.bobcares.com and they look like they have a great service. Could anyone here tell me about there experience with them?

Cheers :),
--- Tim

Take a look at rootsupport.com too. :)

Be sure to do a search for "bobcares" in these forums. You'll find some reviews, etc...

We've used supportpro.com in the past, and found that they were pretty decent, but had some communication issues since their support is based in india. I would imagine that, since bobcares is also in india, the issues would be similar.

(ie: If a customer is unable to "technically" explain his problem.. then the indian support tech will often be unable to help.. since they are trained to recognize TECHNICAL problems.. and not necessarily how to interpret what the client is saying... which is rarely a technical description of the problem.)

:)

I've been trying to interact with there live sales operator all morning, but he keeps dis-connecting me! I know it's not an issue, as he will type Goodbye and then he will end the chat.

My only experience with Bobcares was when I was with a reseller host some years ago. Tickets that contained all the info needed were tossed back with requests for info already included. Sometimes they were just closed, and other times they were answered incorrectly. I'd say that one in 8 tickets were handled well, at that time.

Could have been my bad luck or it could have been the state of the company back then (several years ago), but it left me feeling I'd not like to use them.

We've used supportpro.com in the past, and found that they were pretty decent, but had some communication issues since their support is based in india. I would imagine that, since bobcares is also in india, the issues would be similar.

(ie: If a customer is unable to "technically" explain his problem.. then the indian support tech will often be unable to help.. since they are trained to recognize TECHNICAL problems.. and not necessarily how to interpret what the client is saying... which is rarely a technical description of the problem.)

:)

We use Support Pro for all of our Systems Admin for 11 servers and they handle all of our tickets as well. We have had ZERO problems with them and I highly recommend them to anyone. They are always online via MSN and/or AOL and able to handle even the most complex problems we have thrown at them. Our cusotmers love the 24x7 support too.

However, I would NOT recommend RootSupport to ANYONE. Many months ago when we were looking for outsourced support we contact RootSupport for a quote which was insanely expensive. Since then they have pestered us constantly with their phone calls. Especially, :uzi: Anish!!!!! There was one time when they called 4 days in a row several times a day. DON'T give your info to them!

My 2 cents.

http://www.platinumservermanagement.com/ is also a great company depending on how many support tickets you would be processing. Might be too spendy if just starting out. $29.00 a month per server. Unlimited Admin work time from them. They don't limit the amount of work they do. There response times are great. I would highly recommend checking them out.

In this certain topic, this reply seems a bit too fishy to me.
We use Support Pro for all of our Systems Admin for 11 servers and they handle all of our ....

However, I would NOT recommend RootSupport to ANYONE. Many months ago when we were looking for outsourced support we contact RootSupport for a quote ......

Are you affiliated with SupportPro in any way, I don't see how you can fall into the hands of SupportPro for a number of reasons when it comes to the comparision of RootSupport. I will take the time to show you a few examples why.

Let's start with SupportPro and their package listing.
View here http://www.supportpro.com/plans.php
Seeing that offer $50 for 20 tickets with a limit of 100 domains and thats just pay per ticket too. Their response times are resonable but they resolution times are garbage.

30 minutes average response
6 hour average resolution

To make this short, lets jump over to RootSupport.
View here http://rootsupport.com/shared-plan.php
Seeing they charge $100 for this wounderful shared plan you simply can't go wrong and its clear to see why. Let me give you a few highlighs of this!

Unlimited Tickets Support (not charged per ticket? unlimited...wow!)
Remote Management
Services Optimization
Intercommunicate With Datacenters
Basic Security
Live Chat Support ( Optional )
Pre-Sales Support (On Live Chat)
Response Time 30 Minutes (wow!)
1 Hour Resolution (oh my gosh!)
Limit of 700 domains per server.


Basicully they will manage your servers for you and your customers, add PlatinumServerManagement to this package and you've got a full line of staff members. They offer so much more for an extra $50 than ProSupport does. You can't possibly sit their and tell me SupportPro wins, I've said enough. Im my opinion RootSupport wins, is anyone else here on my side?

I fully agree with you Frimon. It is obvious that RootSupport offers much more for what you pay for. Even though I have never tried either RootSupport or SupportPro, I would pick RootSupport without even a second thought.

Are you affiliated with SupportPro in any way

Are you affiliated with RootSupport in any way?

Are you affiliated with RootSupport in any way?

Nope, what makes you say I am affilated with them? I showed both points of good and bad for both sides.

Frimon86, have you used either of them?

Hello annon-e-mouse,

I have not used either of their service however had a friend sign up with them a couple of days ago (RootSupport) and told me they was pretty good however for starters he has a starter package. I'm simply pointing ou the googides Root Support Has :-).

I've been trying to interact with there live sales operator all morning, but he keeps dis-connecting me! I know it's not an issue, as he will type Goodbye and then he will end the chat.


Are you referring to SupportPRO or Bobcares ? If it's us, I would really like to know. I can't fix it unless I know it's broken:)

Thanks,

Aji

In this certain topic, this reply seems a bit too fishy to me.


Are you affiliated with SupportPro in any way, I don't see how you can fall into the hands of SupportPro for a number of reasons when it comes to the comparision of RootSupport. I will take the time to show you a few examples why.

Let's start with SupportPro and their package listing.
View here http://www.supportpro.com/plans.php
Seeing that offer $50 for 20 tickets with a limit of 100 domains and thats just pay per ticket too. Their response times are resonable but they resolution times are garbage.

30 minutes average response
6 hour average resolution

To make this short, lets jump over to RootSupport.
View here http://rootsupport.com/shared-plan.php
Seeing they charge $100 for this wounderful shared plan you simply can't go wrong and its clear to see why. Let me give you a few highlighs of this!

Unlimited Tickets Support (not charged per ticket? unlimited...wow!)
Remote Management
Services Optimization
Intercommunicate With Datacenters
Basic Security
Live Chat Support ( Optional )
Pre-Sales Support (On Live Chat)
Response Time 30 Minutes (wow!)
1 Hour Resolution (oh my gosh!)
Limit of 700 domains per server.


Basicully they will manage your servers for you and your customers, add PlatinumServerManagement to this package and you've got a full line of staff members. They offer so much more for an extra $50 than ProSupport does. You can't possibly sit their and tell me SupportPro wins, I've said enough. Im my opinion RootSupport wins, is anyone else here on my side?


No I am in no way affiliated with Support Pro other than a customer of theirs. I'm sorry you find my post "fishy" and you want to discount my experience.

I appreciate Support Pro and the work they do for our company and customers. RootSupport I found was a nuisance. Each person has their opinions and their own experiences. You may not have had the same experience but that does not make mine invalid or "fishy".

Now...back on topic.

.... They offer so much more for an extra $50 than ProSupport does. You can't possibly sit their and tell me SupportPro wins, I've said enough. Im my opinion RootSupport wins, is anyone else here on my side?

Umm.. no.

There's a LOT more to comparing two companies besides the marketing crap on their websites.

It's pretty much the exact same as comparing two web hosting companies. You can't compare a company solely on advertising material. That's the whole point of "review threads".

:)

Back to the original question about bobcares....

I have used them for years, and have nothing but good things to say about them. They've treated my customers with respect and are very timely in their responses.

I would recommend bobcares based on my experience.

Cheers :)

Rob.

Hello ene I didn't mean it in a bad way. Im happy you find Support Pro something for you an can suit your needs I really am, don't take my post discouraging and down. Just spoke my mind.

As for mrzippy, I completely agree with you, I was just simply point out the key factors, but again was speaking my mind. We are all entitled to our own options on different things.

As repeatedly said twice, lets go back to the main topic.

They seem to be really nice and a good way to go for an outsourced support company. I would definitely keep them in mind! Thanks!

Hello ene I didn't mean it in a bad way. Im happy you find Support Pro something for you an can suit your needs I really am, don't take my post discouraging and down. Just spoke my mind. The fact that you don't have any direct experience with either of these companies, and are still "speaking your mind" is a bit inappropriate. As others have said, there is a lot more to a support company than the price they charge and the marketing material on their website. With something as important to the image of your company as customer service, I know myself and many others will gladly pay 2-3X more for quality.

Also, I found it a bit odd that you called the other poster's experiences "fishy", while you went and really said the same things, except about a different company. If their post is fishy, so is yours. :D

Are you affiliated with RootSupport in any way?

Scott, that was my thought exactly! :)

what will somebody offer u on website is one thing, and what u will get in long run is another thing.

I have first hand exp with bobcares, and I recommend them all the way.

N.