Many people look to outsource their support, and there is a lot of debate as to whether or not this is a good solution to your support needs.
The fact of the matter though as I have seen on these and other boards, is that you will never find the same "accountability" with an outsourced company. The bottom line is that they do not usually care about your company's success, as they have no direct interest in it.
From what I have seen, most outsourced support companies, do fine right off the bat, but once you start utilizing their services more and more, and build your customer base, their service will decline.
I don't have any personal experience with outsourced support, but this is what I've learned based on posts on this forum and others.
"The fact of the matter though as I have seen on these and other boards, is that you will never find the same "accountability" with an outsourced company. The bottom line is that they do not usually care about your company's success, as they have no direct interest in it. "
I agree and disagree; While a support company's employees might not be directly accountable to the client, the company itself most certainly is. Additionally, I wholely disagree with 'they have no direct interest in it' as it should be relatively obvious that as a hosting company grows, they create more support requests, which increases their support contract dollar value. Any outsourced company most Certainly has an interest in their clients' long term success if they plan to stick around.
You may save money SHORT TERM by outsourcing support and saving money that you'd otherwise spend on an inhouse support staff, but the money you will lose through communication errors, accountability, and generally dissatisfied customers will make you lose more money than you save. It's not worth it.
With all the above said, I also have a question. Has anyone on this board ever actually outsourced their support to a company such as bobcares? I am asking because I am sure I will do that, I suppose I am looking for the best value. ( I know it isn't practical to ask who the best is, that would be subjective)
Try www.Actsupport.com, i find them good, though im not in direct use now but will be sooner or later when i start-up. Ive tested them with different timings to see if there always there, im yet to be disappointed. They have good prices, and are outsourcing from India but have some setup in texas.
If you want to locate any companies, need advice or anything you should head to www.thewhir.com they are very informative ABOUT ALL WEB HOSTING ASPECTS. Trust me. I found actsupport from there, ull find everything re: hosting there.
I always wonder what people are thinking when they say that hiring a staff gives you increased accountability and better support.
Outsourced support companies can be fired/replaced-- at a whim. They make it their business (often their only business) to provide quality support and to have systems in place to insure that they can track who is calling, which support rep was involved, what the resolution was, and how long it took.
The way I look at it, you can choose to recreate a support system (and make all of the mistakes people make when creating and growing such systems) or you can hire some who has already made the mistakes, bought the right tracking software and phone systems, knows how to hire support people.
Accountability? Phewey. A good phone system and trouble ticket system logs which tech spoke to which customer (and having a support team that answers, "Support, this is John." or somesuch) makes people accountable-- or as accountable as the folks you could hire.
Hosting is a lean enough business as it is-- outsource your level 1 support and use the savings to afford more system admins/level two support people.
Incidentlly, we use MyPCHelpline.com for hosting support-- english speaking out of Canada, and very solid in their support methodologies. They actually got a very favorable write-up in ISP Planet...