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  1. #1
    Join Date
    Apr 2005
    Location
    Altamont, KS
    Posts
    17

    Support Questions from Customers

    What questions do people get that offer 24/7 support?
    I guess im just wondering what types of questions you get if any in the middle of the night?

    What are common questions that people offering hosting get?

    Thanks
    Whittech.net

  2. #2
    Join Date
    Mar 2000
    Location
    San Francisco, CA
    Posts
    233
    We get all sorts of questions from all times of the day. There's not any specific time frame within a day where you'll get a specific type of question. It's all pretty random.

    Most of our support questions revolves around email configurations and uploading a web site into an account. New customers are most likely to submit a support question.
    IceStorm.com - Top Provider of Web Hosting, Reseller Hosting, and Cloud VPS Plans.
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  3. #3
    Join Date
    Dec 2004
    Location
    Butler,TN
    Posts
    2,413
    Hi!
    I get all sorts working 10PM-9AM..but very low volume.

    1. Password resets
    2. Account upgrades
    3. Email problems
    4. DNS problems
    5. Web page problems (Misnamed files, mostly)

    That's really about it.

    Bryon

  4. #4
    It depends on your clientele. If most of your customers are home based resellers or people with full-time jobs, most of your support questions will probably come 5pm-Midnight.
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  5. #5
    Join Date
    Apr 2005
    Location
    Altamont, KS
    Posts
    17
    ok thanks, i was just wondering what types of questions people might ask at 2 in the morning? As i have not had to really ask my host any wesite related questions that might require an immediate response!

    Thanks
    Whittech.net

  6. #6
    Join Date
    May 2004
    Location
    Baltimore, MD
    Posts
    1,203
    Most of the time (because I'm know as giving extra side help) I'll have questions about "how does this look" around 2 AM etc. On the technical side I'll have maybe some questions regarding a password reset or why something looks wrong on the customer's site.
    Automated Tendencies - Brand Management Agency from Baltimore, Maryland.
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  7. #7
    Join Date
    Mar 2005
    Location
    India
    Posts
    68
    You might consider reading this article

    Customer Support for Newbie WebHosts

    IMHO, the number and type of questions depends on
    1) type of service you provide and
    2) what kind of clients ( power users or newbies) you have .
    Whats wrong in an innocent cup of tea ?
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