Results 1 to 13 of 13
Thread: After Hours Support?
-
05-12-2011, 02:58 AM #1Junior Guru Wannabe
- Join Date
- Jul 2008
- Location
- Portland, Oregon
- Posts
- 59
After Hours Support?
Hi,
We currently have a small number of clients but I plan to do a rather large marketing campaign and hope to increase customers. Normally we just have someone on call (no phone or chat support after hours; only tickets). Is it better to have someone reachable via some other method for emergency situations/other requests or should we just keep it how it is? In addition with that said is it best to have someone on staff in the event of an emergency (paying them to do nothing) or have a call center service/paid service to offer that emergency support?Web Hosting, TeamSpeak Servers and Tech Consulting
Joshua Hina - Mobile: 1 (503) 875-1899
CEO, Delta Internet and Media Services LLC.
If you ever have any questions feel free to ask. I'll be glad to help.
-
05-12-2011, 03:10 AM #2Web Hosting Master
- Join Date
- Feb 2010
- Location
- Jakarta
- Posts
- 1,098
IMHO, any methods should work just fine (either by phone, chats or tickets), as long as customers can reach you (or your staff who in charge for emergency support) to get response/support and their problems/issue should be solved in timely manner - that's the important thing i think.
Web Hosting Business Guide Book - Getting & Managing Your First 1,000 Clients in Web Hosting
Enter Your cPanel Login & We'll Back It Up, Every Day! - SiteAutoBackup.Com
Got WHM instead? Enter your WHM login and we'll backup everything, everyday. It's simple.
-
05-12-2011, 03:12 AM #3Junior Guru Wannabe
- Join Date
- Jul 2008
- Location
- Portland, Oregon
- Posts
- 59
Web Hosting, TeamSpeak Servers and Tech Consulting
Joshua Hina - Mobile: 1 (503) 875-1899
CEO, Delta Internet and Media Services LLC.
If you ever have any questions feel free to ask. I'll be glad to help.
-
05-12-2011, 03:18 AM #4Web Hosting Master
- Join Date
- Feb 2010
- Location
- Jakarta
- Posts
- 1,098
I don't know if you have enough staffs for this, but it would be great if you could make working schedule in 2 or 3 shifts (morning and night shifts maybe). Perhaps you can make that in rotation every 2 weeks or 1 month, and for the night shift working staffs, there will be incentives or bonus.
Alternately, if you want to use some kind of 3rd party call center service for that 'emergency' call (in rate times that staffs or agents are unreachable), please make sure that your clients/customers issue are handled properly by them.Web Hosting Business Guide Book - Getting & Managing Your First 1,000 Clients in Web Hosting
Enter Your cPanel Login & We'll Back It Up, Every Day! - SiteAutoBackup.Com
Got WHM instead? Enter your WHM login and we'll backup everything, everyday. It's simple.
-
05-12-2011, 09:46 AM #5Junior Guru Wannabe
- Join Date
- Apr 2011
- Posts
- 76
You can open a small call center for this purpose.
Cheap Web Hosting and Best Web Hosting Services
-
05-12-2011, 09:53 AM #6Newbie
- Join Date
- Mar 2004
- Location
- South Carolina
- Posts
- 27
The other option is to outsource your support after hours. I have only seen ticket support after hours, but I'm sure there are companies out there that offer phone support as well.
-
05-12-2011, 10:41 AM #7Junior Guru
- Join Date
- Sep 2010
- Location
- NJ
- Posts
- 204
Even I would suggest outsourcing your support is by far the best option for you. Since you are worried about the expenses in your budget.
BoostHosting Pty Ltd
-
05-12-2011, 02:25 PM #8Web Hosting Evangelist
- Join Date
- Jan 2005
- Posts
- 450
Here's a list of companies that provide phone/ticket support:
http://www.webhostingtalk.com/wiki/C...g_tech_support
You might want to contact them to see what options they have for afterhours.
Just my two centsCityWideHost.com - Web Hosting YOUR Way!
Non-Oversold Hosting, Webmaster Services, Web Design, and Asterisk PBX Management!
24/7 Support - Powered by Bobcares!
-
05-12-2011, 03:12 PM #9Web Hosting Guru
- Join Date
- Nov 2005
- Location
- Mumbai, India
- Posts
- 321
i would also suggest you to try bobcares.com for your requirement...
-
05-12-2011, 03:28 PM #10Web Hosting Master
- Join Date
- Dec 2005
- Posts
- 3,110
I think just tickets are fine out of hours. Phone support out of hours is a bonus, but depends on your business model really.
We have never offered Phone support and very rarely get asked for it as customers are generally getting ticket replies within 10mins regardless of the time.
-
05-16-2011, 02:29 AM #11Junior Guru
- Join Date
- Aug 2004
- Location
- UK
- Posts
- 189
Yes, try to go with outsourced support for overnight hours.
With few dollars per month you make sure that tickets are handled, and clients are not waiting in case of any emergency.
You can, as many company do, offer only ticket support overnight and avoid additional costs for phone support.█ Dade2 • Premium Cloud Provider • Infrastructure as a Service
█ Managed Cloud • Managed Kubernetes • Partner Program
-
05-16-2011, 03:39 AM #12Web Hosting Guru
- Join Date
- Sep 2009
- Location
- UK
- Posts
- 318
I have seen a lot of people consider Facebook as additional support Chanel.
I'm not expert but if that was not previously integrated you can do that and that would be great for your support in overal.
-
05-17-2011, 03:06 AM #13Web Hosting Master
- Join Date
- Mar 2010
- Location
- Chennai
- Posts
- 682
Similar Threads
-
Off hours Support
By smrtalex in forum Systems Management RequestsReplies: 17Last Post: 06-20-2010, 03:12 AM -
After hours phone support
By Webdude in forum Running a Web Hosting BusinessReplies: 10Last Post: 02-14-2007, 01:36 AM -
$5 + SSH + 24 hours support??
By cyNet in forum Web HostingReplies: 22Last Post: 10-16-2004, 05:09 PM -
2 FREE HOURS OF SUPPORT | US Phone, ticket, and live chat Outsourced support
By dashawn888 in forum Other Offers & RequestsReplies: 0Last Post: 07-22-2004, 06:27 PM -
24 hours support
By gerardv in forum Employment / Job OffersReplies: 4Last Post: 03-19-2004, 06:04 PM