I am in the process of looking for reccomendations for outsourced telephone support (preferably based in the U.S./Canada) to handle Level 1 issues. I know that TouchSupport use to offer this but does not appear to any longer.
For clarification only; We do still offer phone support, however, we only offer it to clients purchasing other services as well. So in effect, you must be a current client before having access to a phone support package.
Originally posted by Bohica These services can get pricey. A support ticket answered usually runs about $2-$3!!! If a user has 5 questions in a month, they'll cost you more than they paid for their hosting!
Well, it depends on how many problems you have. If you run a reliable service, good knowledge base and make clear what you offer support for, then it wouldn't really be pricey.
Although we don't offer telephone support, our experiences with outsourcing tech support and server management have lead us to begin planning for the introduction of international telephone tech support.
We don't let the outsourced company handle billing or sales. We do that ourselves. It's strictly tech support. This keeps costs down and gives the correct priority. Those that need tech support receive it when they want within minutes, however for billing and sales it can take a few hours which seems reasonable.
I can confidently say our sales have improved as a result and customer loyalty and satisfaction has dramatically improved.
However its important that you get the right company. Do a lot of research and test them out. Ask for a free trial and put the company under a lot of stress to see how well they respond. This is especially vital for telephone support.
I also recommend that you try and start off with outsourcing tickets first if you haven't already done so.
FYI: The company we use for server management and outsourcing is RootSupport.com. They don't however offer telephone support yet for your clients, however they have live support for your clients which can be better since they dont need to pay long distance calls.
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Originally posted by TS-Dave For clarification only; We do still offer phone support, however, we only offer it to clients purchasing other services as well. So in effect, you must be a current client before having access to a phone support package.
That is definately too bad. You and I would be having a conversation if that were not the case