I'm not sure if this has been asked before, but I think it will make for an interesting post on customer support and will help with future planning. What type of customers do you see the most of?

1> Web Geeks that seem to know it all. :stickout
2> Newbies that want to know all the cool stuff. :eek:
3> The "What's FTP?!" type. :confused:

I'm curious if this varies with different hosts, or if it's just a variety pack.

Most of our customers are of type 1) they don't call for support, but we have that 10% who believe that tech support is another term for training.

They write a script, or download one from some archive and want us to debug it when it doesn't work for them. We provide them with a manual on how to administer their virtual web server, but they'd much rather call and have our support engineer talk them through it.

There are the usual "I can't remember my password" which actually means, "I lost the sticky note that I had written my password on, it fell off my monitor and must have gotten thrown away."

There are also the egregious "My site is down" calls, when in fact they are having problems with their connectivity (DSL and dialup in particular) and don't believe our support engineer when he tells them that there is nothing wrong (as usual) with the web server or the mail server.

Originally posted by Phoenix
Most of our customers are of type 1) they don't call for support, but we have that 10% who believe that tech support is another term for training.

They write a script, or download one from some archive and want us to debug it when it doesn't work for them. We provide them with a manual on how to administer their virtual web server, but they'd much rather call and have our support engineer talk them through it.

There are the usual "I can't remember my password" which actually means, "I lost the sticky note that I had written my password on, it fell off my monitor and must have gotten thrown away."

There are also the egregious "My site is down" calls, when in fact they are having problems with their connectivity (DSL and dialup in particular) and don't believe our support engineer when he tells them that there is nothing wrong (as usual) with the web server or the mail server.


I just got goosebumps. You are 100% dead-on correct.

--Tina

Originally posted by Phoenix
Most of our customers are of type 1) they don't call for support, but we have that 10% who believe that tech support is another term for training.

They write a script, or download one from some archive and want us to debug it when it doesn't work for them. We provide them with a manual on how to administer their virtual web server, but they'd much rather call and have our support engineer talk them through it.

There are the usual "I can't remember my password" which actually means, "I lost the sticky note that I had written my password on, it fell off my monitor and must have gotten thrown away."

There are also the egregious "My site is down" calls, when in fact they are having problems with their connectivity (DSL and dialup in particular) and don't believe our support engineer when he tells them that there is nothing wrong (as usual) with the web server or the mail server.

I agree with Tina 100% true. You forgot to the mention the classic can you restore my file directory, my co-webmaster accidently corrupted it. Which translates into I actually deleted it but wont admit it..:D

Ditto.

Most customers seem pretty self-sufficient. But there's a small number that expect you the host to do it all for them (setup their site, create their forms and queries, etc).

I don't mind giving some tips and advise but it's hosting, not design, service. If they want help making a site or someone to do it for them I try to refer them to a designer but they usually don't like to pay for the help so it goes nowhere.

I look at it as we rent them space on our servers, much as a landlord rents an apartment.

If there's a problem with the apartment, you call the super and he fixes it- i.e. plumbing, electrical, broken disposal, etc. within reason.

They call us to: teach them how to unlock their front door, tell them where they live if they get lost, move their stuff in for them, talk them through how to change their lightbulbs(every time one burns out), take out their trash for them, magically get all their stuff back when they leave the back door open and someone gets in, and provide them with maid service.

We offer this sort of cradle-to-grave concierge service, but just like high-end executive apartment complexes, we expect them to pay extra for it.

From Phoenix:

We offer this sort of cradle-to-grave concierge service, but just like high-end executive apartment complexes, we expect them to pay extra for it.

That's exactly why we list offer other services on our hosting plan pages. We will do anything that we expect the customer to do such as programming, file transfers, and other services, BUT there will be a fee. The customer has a choice between a flat per hour rate or request a quote for the completed project/activity.

The funny part about it is that I'm always amazed at how few people request the Custom Quote. Since most of our quotes are a fixed price to complete the documented work, the customer can't lose. But (I think because they usually wait until the last minute to ask) most of our customers take the hourly rate.

Go figure :)

Im sorry people, I think you missed the single most important type of person.

The "I Think I Know It All" type.

(heh, the scarry thing is I think ive actually been in that boat once before, and had to eat humble pie)

At tech guy at our place phoned up today:

"The Whole Print Server Is Down, I demand you do somethng about it right this second, i am the manager of this area and i want somebody here right away to fix the problem, there is a SPOOLSS problem and my CMD files are not executing and i am having some major IP, LAN communications problem" (I added the last bit just to make it sound worse, lol)

reply "Sir, if you log off and log back on again, your problem will be solved, your LAN password has expired"

Do you find yourself saying the following?:

"ONE MORE TIME FOR THE SLOW PEOPLE"

:D

For all the frustrated tech support engineers out there:

This will give you a few laughs.

Internet Help Desk by Three Dead Trolls in a Baggie

See the skit: http://cramsession.brainbuzz.com/studybreak/

Download the audio:
http://artists.mp3s.com/artist_song/698/698011.html

You guys are making me feel so bad :D

I've been asking uuallan tons of questions about setting up my nameservers properly ........ :(

We are all just letting off steam. If you have a question or problem, use the tech support, thats what it is there for. This is basically all in fun.

Once I received a complaints (at sales) "my site is not working and gives the same error message before, while your support team confirmed that they have fixed the problem". I opened the link and found it is working fine.

I asked her to open the link one again and press "ctrl" and refresh the page and your problem will be fixed.

She replied "wow, that works now. Thanks for your help. Not to say but your support team is not clear enough and don't send full instructions to fix the problem"

Note: I took a piss on our support team for this :) Suggested them to put this instrcution with their signature.