That kind of depends on the level of service you are offering to the customers. If you are advertising 24/7 phone support, and your servers are overloaded with issues, then you might find your one admin is lacking. If you are promising only occasional email or chat support, you might be fine with 1 guy.
We have a very small average amount of tickets per day for a large customer base, so for us one technician would be plenty to handle that amount of accounts. However, no matter how many accounts you have, there may always be a day when something goes wrong, or some new dumb virus came out that everyone is worried about, and customers will be contacting you a lot more than usual to ask the same question. You just have to be prepared for those times.
At a guestimate, we (hosting co.) are *just* under 500 clients at present. I shall no doubt summon amazement at my revealment of this
It isn't an average game. You'll get clients paying silly prices who are hard work. You'll get clients paying nothing who self service- and vice versa.
In reality you'll have the clients that you'll hear from perhaps a few times a year (if that). Then you have those that enquire around once a month. Then you have the regular customers who enquire every few days in spurts.
Your local customers might call you once a week or more if they have problems. International customers will send you lots of support/trouble tickets
Having the # of admins would depend upon how many tickets,inquiries you get from your 60 customers. If you dont get enough or lots of them maybe you can have your admin ask them if he/she could help them with anything, without them asking, this would create a great impression And if you have lots of inquries, call-ins per day with an 8-hour admin it should be fine. Maybe you can motivate him/her to word harder
Sometimes people do just call in when you server is down, at some point in the year it will or might not be down, people also call in because they might want to talk to someone re: something they are installing, especially if they are in your local you can expect to get some calls You might also want to call your customers up and surprise them! asking them if they need anyhelp, wow! they would say.
Originally posted by Yaser Im sure it yields great results right? Its amazing how you can catch them by surprise, the feeling is so i nice when they thank you for taking time out and asking you.
A way to build loyal customers and have the VIRAL effect
As long as you don't annoy them too frequently. This technique is only done with local companies. I could see how the average Joe would be annoyed receiving phone calls to make sure he's not having any problems with his personal blog page.
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By being extra courteous to them, we can ask them to fill-up surveys re: our hosting, support, prices and how we can improve. Client relationships/CRM always help in more than one way! after all no clients no business!
You can give them more details on the phone on how to install for example phpBB or some other script, emails and chat can be confusing, even if people get it they would still like someone to walk them through on the phone as they would remember what they heard better and even implement it better.
Most of my users are fine (admin about 5 servers). Of course there are about 5 out of 2,000 that get my email address and endlessly send me really dumb support questions. Most are not server problems but client side error though I still have to respond telling them I dont fix outlook express.