After reading some of the posts on here, I'm just wondering, what method of support people prefer.
A lot of people seem to be nervous about calling their supplier, even when there's problems.
So which support method do you prefer/use when you have a problem?
Phone? Email? Support Ticket? IM? Live Chat? Post? lol
that's what I'm thinking, but so many hosting providers don't give phone numbers? even reseller hosters
surely if you have a business based on the services of another company (ie, you are a reseller, hosting with a hosting company), surely you're going to want a phone number you can ring and actually talk to a person?
Their are very few of our customer base that request to call us. We answer support emails and tickets quickly and that is more than enough for 98% of our customers. The few that want to call when they are having an issue call our 800 message center and it gets maybe 1 call a month.
As a user, i think the more options the better. i like picking which way I want to contact the company. However as a company, I understand the need to have a common flow and tracking of support issues. Having all different methods can make that difficult.
I think that it's advantageous to use multiple methods. However, personally I'd prefer a good email support system, or possibly a live chat. The phone (as my friends will tell you) is not exactly my favorite method of communication.
The best support method will vary, but I think all will agree that any method should work if offered.
Basically any method should be fine provided that the support is fast and helpful. Having more means of communication can only help in case one of them stops functioning for some reason. Redundancy is the word here...
The most used support would be definitely through email. When hosters get too much of emails requesting for support, they turn to ticketing system to manage. The annoying problem with ticketing system is that web users wants friendly email service instead of automated and jargon technical reply which usually redirect users to check FAQ/manual before or after a troubleshoot.
If you have enough manpower, email, livechat and phone support would just be decent. One good thing about email is that, you can channel trust and increase your business credibility, if you offer fast and friendly email replies that solved customers problem
I tend to go for ticket systems or chat based support at first, then if I'm not satisfied with that I start looking for a phone number. For me the key thing in support is being communicated to me by the staff of the service provider, I typically won't even log a complaint. I mean, if I can login to a forum and see "Server x is experiencing Y problem and we are currently working to fix it." then why am I going to open a support ticket in regards to Y problem. Now it's a different story if they aren't working on the problem, or have a history of not quickly resolving the problem.