We are so excited at HiddenStaff with our new team of qualified technicians that enable us to provide attractive support solutions to you that are not only effective but affordable.
WebHostingTalk and its members have been good to HiddenStaff over the past several months and we want to offer you all a special that is ONLY for WHT members.
It normally takes about a month to really get to know if a support service is going to work out for your company or not, but it takes about 3 months to really experience and see the benefits a company like HiddenStaff can offer you and your clients as well as the resources you will save.
So put HiddenStaff to the test!
Signup for 100 requests on our Ticket/Chat Support Plan or 250 Domains on our Domain Support Plan for 3 months and receive the 4th month completely free.
Since this is only for WHT members - there will be two rules.
1) We will search the member's list to ensure that you are actually a member. You might receive a forum pm just to verify.
2) Please give us the code: WHTBLOWOUT
Thank you all and we look forward to being your Support Team.
Actually - that full post sort of gives a complete account of what has transpired with HiddenStaff.
When we had staff leave due to personal reasons (family, school, etc) things were tough on us because I had to contact each client and inform them that we would no longer have the staff to provide them with the level of support service they were accustomed to.
During this time I did post that we were closing up - but - after some serious planning, strong desire, and a dedication to keep HiddenStaff from closing - we were able to hire on new staff and are fully functional once again.
I personally apologize for the yo yo effect you have had to experience but I felt that it would be best to not cover up anything and to let you see our dedication to make HiddenStaff work.
It is wonderful to be back. I appreciate the welcome.
An entire new team of techs are onboard and will be from here on out. We have also put into place a new staffing stradegy to help ensure that if by chance we had a staffing issue, it wouldn't close HiddenStaff up.
(Does lightening strike twice in the same spot?)
Now to answer the ticket question. We consider a request an actual ticket/chat that has been resolved and thus ... closed out. Only then will HiddenStaff count that as 1 request.
The self made support soap opera is over. I am really sad to have to announce that HiddenStaff is officially closing its doors for good.
What a wild INSANE roller coaster it has been and after all the confusion and downtime, I think we placed a hex on our company that I wasn't able to exercise away. (late night movie excuse for those terms)
Plus I came to a realization that Hosting Support will probably fade away soon or will become completely done internationally. With the steady increase of the Hosting Industry forcing prices to drop on packages, it is no longer cost effective to do a per ticket support plan. Just do the math.
Most clients contact their host atleast once a month, sometimes twice a month. If you offer a plan that around $8 or less a month and you outsource your support to an US support company, paying around $2 - $3 per ticket, you just dropped your profit per client drastically.
Doing up the math - it could end up being more cost effective to hire an intern which normally you can get for $3 or $4 an hour if you get a current student looking for work experience.
I just see it being impossible for support companies in the US to continue charging the $2 - $3 ticket prices in the future and dropping the prices lower would just make it impossible to keep qualified technicians staffed.
So it is my decision to close up the doors of HiddenStaff (at least the service it offers) because I honestly can not run a company that I feel will slowly become obsolete.
I look forward to talking with everyone soon on a few new endeavors I am working on that is still within this industry. I mean, let's face it, once you get a taste of hosting, it's so hard to leave.
Other than that - I am looking for work if anyone needs a sales / customer service manager.
LOL - you all take care and please excuse this very chaotic post. Its around 2am here so I am running on the fumes of my last Crunk energy drink.
Yes and for good this time. Moving in another direction. Like I mentioned - I need to focus on a company that will grow with the industry and I just can't see support doing that since pricing is dropping on packages.
I am sorry for the ridiculous mess in this post. I wish you all the best and I hope to be able to talk more with you on other post.
Thank you for your support and words of encouragement during this time.
After posting such comments about support in this industry - I began brain-storming (ouch).
Outsourced support is vital to this industry as well as any other industry that requires technical assistance. The problem I see (my opinion only) is that providing this support at a cost that will benefit the client as well as the support company.
So - stay tuned for a new approach to support that will hopefully change how the hosting industry outsources their support.