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  1. #1
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    Mar 2006
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    Who would/do you outsource your support tickets to?

    Hi

    At the moment I'm trying to weigh up which company to go with for outsourcing some of our ticket support.

    There are so many companies offering this service now that I literally have no idea who to trust.

    Does anyone have any experience with outsourcing ticket support, good or bad - and do you recommend any particular company?

  2. #2
    Join Date
    Apr 2009
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    inside wht
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    There are lot companies here to provide outsourced support . Some have specialization like vps, cpanel , directadmin, windows, etc,. So if you give some more idea about your plan and details of your requirement , it will be helpful to give some suggestions .
    24x7 PRO-ACTIVE SERVER MANAGEMENT | OUTSOURCED WEB HOSTING SUPPORT
    Now Available The first Support Brand for Startup Hosting Companies

    Sales : sales @ syslint.com | Skype us : SyslintSkype | Call us : (+91)6007799

  3. #3
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    Mar 2006
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    I'm looking for ticket support for a cPanel server for shared hosting clients, and also support for VPS customers on another server using SolusVM with OpenVZ VPS's.

  4. #4
    Join Date
    Feb 2010
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    Maryville Tennessee
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    Quote Originally Posted by papa_face View Post
    I'm looking for ticket support for a cPanel server for shared hosting clients, and also support for VPS customers on another server using SolusVM with OpenVZ VPS's.
    Do you have a "Per Server" budget?

  5. #5
    HostingSupport4U.com offers server management, ticket queue services for very low rates. With their monthly plans, you receive a dedicated server tech of your choosing that will only work for your company.
    AVAILHOSTING.COM - The Hosting Specialists. 99.9% Uptime Money Back Guarantee.
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  6. #6
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    Quote Originally Posted by TBradley View Post
    Do you have a "Per Server" budget?
    I'm wanting an inclusive price for both servers.
    Quote Originally Posted by AvailHosting-Jeff View Post
    HostingSupport4U.com offers server management, ticket queue services for very low rates. With their monthly plans, you receive a dedicated server tech of your choosing that will only work for your company.
    I'm wanting a company like seeksadmin where they offer per ticket plans with either a monthly payment option or pre-paid.
    I'm tempted to go with seeksadmin but all the reviews I've seen are either very old (2007-8) or not good.

    Anyone used Seeksadmin and had a positive experience?
    Anyone currently outsourcing and got a company to recommend?

  7. #7
    Join Date
    Jan 2002
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    USA
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    4,548
    OP,

    Before choosing any provider make sure you read reviews on THIS forum regarding the quality of their work.

    The individuals responding to YOUR client's support tickets can easily leave a client feeling that they weren't taken care of properly. This is why its best to take care of YOUR clients, as opposed to setting up a solution that requires the least amount of work on your end to run your business.

    Most of the outsourced companies that I have seen that had positive reviews came at a decent price, and even then I would still only use an outsourced solution that was American based or provided 8-12 hour support timeframe for the 'night shift' (AKA, when you're sleeping).

    The last thing you want are support responses like this: "hi there thanx for contactin support i am lookin at ur problem n will update you son"

    Believe me, there are outsourced companies who speak worse English and still feel comfortable offering services to people who are willing to pay them.
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  8. #8
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    Quote Originally Posted by Vazapi-Curtis View Post
    OP,

    Before choosing any provider make sure you read reviews on THIS forum regarding the quality of their work.

    The individuals responding to YOUR client's support tickets can easily leave a client feeling that they weren't taken care of properly. This is why its best to take care of YOUR clients, as opposed to setting up a solution that requires the least amount of work on your end to run your business.

    Most of the outsourced companies that I have seen that had positive reviews came at a decent price, and even then I would still only use an outsourced solution that was American based or provided 8-12 hour support timeframe for the 'night shift' (AKA, when you're sleeping).

    The last thing you want are support responses like this: "hi there thanx for contactin support i am lookin at ur problem n will update you son"

    Believe me, there are outsourced companies who speak worse English and still feel comfortable offering services to people who are willing to pay them.
    Thanks you made great points.
    I'm actually outsourcing at the moment with a company that does promote on WHT, however I feel that their replies to clients are not coming across as they should. As much as I'd like to bring them up on the problem, I feel its going to be a re-occurring problem due to them being based in likes of India so I am looking to switch. There also appears to be an issue with their technical knowledge as I've sometimes had to point out how they can do some things for clients which I shouldn't have to do.

  9. #9
    Join Date
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    Quote Originally Posted by Vazapi-Curtis View Post
    The last thing you want are support responses like this: "hi there thanx for contactin support i am lookin at ur problem n will update you son"
    I'd be hard-pressed to find a company, that values their clients, which allows such with such horrible use of English. But then again I can't speak for all. Looks a bit more like an untrained freelancer.

    Quote Originally Posted by papa_face View Post
    I'm tempted to go with seeksadmin but all the reviews I've seen are either very old (2007-8) or not good.
    Outsourcing...Do a quick search for general threads on the topic and you'll find its the dirty o word. Plenty of "We don't outsource" lines. As such, not many will openly come admit to it in an outsourced support review. The happy are generally quiet, and unhappy shout loudly. To alleviate some of the initial concern, some do free trials. We have a 30 day money back guarantee.

    Good luck with your search!
    Last edited by Steven.C; 02-20-2011 at 05:35 PM.
    SeeksAdmin .:. Linux & Windows Server Management
    24/7 Coverage | 30 Day Guarantee | Fast Response Times
    Quality Outsourced Customer Support Services
    █ Drop Me A Line For Special Offers

  10. #10
    Join Date
    Jan 2011
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    India
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    Anyone of you know about Oregonhosting what is that ? I mean to say why they are providing only support tickets nothing more then that what is that?

  11. #11
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    Quote Originally Posted by Steven.C View Post
    I'd be hard-pressed to find a company, that values their clients, which allows such with such horrible use of English. But then again I can't speak for all. Looks a bit more like an untrained freelancer.



    Outsourcing...Do a quick search for general threads on the topic and you'll find its the dirty o word. Plenty of "We don't outsource" lines. As such, not many will openly come admit to it in an outsourced support review. The happy are generally quiet, and unhappy shout loudly. To alleviate some of the initial concern, some do free trials. We have a 30 day money back guarantee.

    Good luck with your search!
    According to your website you don't operate a 30 day money back guarantee for outsourced support....

    30-Day Moneyback 100% Satisfaction Guaranteed

    SeeksAdmin is a leader in the server administration field. We got to where we are today by providing our clitents with the best service possible. Our friendly and experienced server administrators will provide you 100% satisfaction - we GUARANTEE IT!

    Please Note: Due to the nature of the service, the 30 day money back guarantee does not apply to outsourced support and dedicated staffing.
    Taken from: http://seeksadmin.com/our-guarantees.php

    Please explain.

  12. #12
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    Apr 2009
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    OnTheWeb
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    I agree with the posters here. You always gave to be mindful as to which outsourcing company you are going to use because cheap most of the times mean bad English and bad response times.

  13. #13
    Join Date
    Feb 2011
    Location
    Singapore
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    Hi all,

    Maybe if we all look from a consumer's point of view, we can actually see what do we require from an outsourced company which provide the technical support for our clients.

    1) Speedy response time (Absolutely crucial to our business)
    2) Speak decent English (Impression matters)
    3) Polite

    I believe many of us here know these so perhaps our good friend here might have to go around searching for the service providers which fit his criteria?

    As many of us know, good services do not come cheap so maybe you might have to work out a budget for this?

    Hope this helps.

  14. #14
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    Mar 2010
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    Arkansas
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    Just my two cents - outsourcing may be a solution for some, but for me, I would rather hire a local or remote tech support guy who would be dedicated to your company. I am working on training a guy who lives just 2 miles away to run my support chat with me. If he/she does not perform well, then give them the boot, and find someone else.

  15. #15
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    Quote Originally Posted by papa_face View Post
    According to your website you don't operate a 30 day money back guarantee for outsourced support....


    Taken from: http://seeksadmin.com/our-guarantees.php

    Please explain.
    Clearly SeeksAdmin do not want to clarify their position...
    Last edited by papa_face; 02-22-2011 at 07:22 PM.

  16. #16
    Outsourcing your hosting support is a hard thing, most companies have a good sales rep on the phone who can speak english well, and then the techs are different.

    We tried outsourcing our support to one of the bigger India based companies, and it turned out to be a disaster. It wasn't as if the techs we rude, but their lack of understanding the english language meant that the customers replies (even by ticket) resulted in the customers thinking the techs were short and rude.

    In the end, it cost us so many customers.

    Be carefull in whom you choose, and tread softly!

  17. #17
    We were using assistanz.com before a year for one of our shared hosting start up they were good.
    after gaining the momentum we built an in-house team.

  18. #18

    You don't have to outsource if you don't have time for support...

    Just chiming in here. When I first started I teamed up with another company. We both monitored a communal support ticket system we setup on a generic domain.

    I don't do that now, but looking back it was a great experience. We setup a schedule and shared the load. Ticket times were fast and we could actually get some sleep.

    If you are having trouble with support, you might consider building business relationships with other companies instead of viewing everyone as a competator. It works.

  19. #19
    Join Date
    Aug 2013
    Location
    Walnut, California
    Posts
    13
    It seems to me that you will have only 2 choices:

    either you manage tickets locally with your team or you outsource it to only top notch outsourcing companies and accept to pay high price Even with that option, you need to keep watching and monitoring tickets, otherwise, your company reputation will be ruined and you will risk loosing clients. WHT is a good start to verify the reputation of those companies.

  20. #20
    If you find budget support, maybe you can try http://www.24x7servermanagement.com/ , start from $35/month per server. I was try they service for 1 month and what you pay is what you get. Pretty enough if you didn't have many trouble with your server

  21. #21
    I would be curious to see how that works out, it would seem like Plesk/Cpanel would be very easy to get support for even without outsourcing outside of a more developed nation. Then again they may not actually install/manage the server right?

  22. #22
    Join Date
    Mar 2013
    Posts
    1,294
    I would consider hiring someone with good English skills and a good grasp of hosting/scripting.

    Like paying him $1 for answered ticket or something like that.

    I never considered a company.

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