Web Hosting Talk : Web Hosting Main Forums : Reseller Hosting : How would you rate JodoHost's end user support?

[Jeff Smith]

Hello,

I am looking into a JodoHost reseller account and offering their end user support to my customers-to-be. I was wondering what their end user support service is like. Are their responses accurate, professional and friendly? Is it worth the .50 cents per customer per month? Is this the kind of service that would get my customers raving about my 'customer satisfaction'?

Thanks people.

[bdwarr6]

If you want to get a good name do support yourself, Support that has a personal touch is worth more than a fast reply...

[ayksolutions]

Originally Posted by Virpus-Nick

If you want to get a good name do support yourself, Support that has a personal touch is worth more than a fast reply...

Agreed. Although quick replies don't hurt.

[Numero Uno]

I'm with JodoHost for last 6 months...and I more than happy with service they provide.

[mripguru]

Originally Posted by ayksolutions

Agreed. Although quick replies don't hurt.

.... as long as they have substance, you mean .

[ayksolutions]

Originally Posted by mripguru

.... as long as they have substance, you mean .

Who needs substance??

[Yash-JH]

Originally Posted by Virpus-Nick

If you want to get a good name do support yourself, Support that has a personal touch is worth more than a fast reply...

Honestly, a fast accurate reply is going to be prefered over the "personal touch".
If your host provides you with end-user support, you have three advantages:

1) Marketing advantage of offering 24x7 support
2) Faster, more technically correct responses
3) The ability to sleep peacefully at night knowing professionals are looking into your tickets

Most end-user support programs are going to have the ability for the owner to answer and take part in support as well. So the personal touch doesn't disappear.

[Aussie Bob]

Also end user support supplied by the admins who have root access to the server/s, is going to be more efficient than someone without root access, if the issue needs root access to be resolved. If you get my drift.

[ldcdc]

If you want to get a good name do support yourself, Support that has a personal touch is worth more than a fast reply...

I would say that for a one man operation, having support available 24/7 is more valuable than the personal touch. No matter how much personal touch you put into it, after hours of waiting, the customer is not going to be exactly satisfied. Also, also human beings need some time off. Being able to give yourself a whole day of rest without worry, every once in a while, is value without monetary equivalent.

[IHSL]

Originally Posted by ldcdc

I would say that for a one man operation, having support available 24/7 is more valuable than the personal touch. No matter how much personal touch you put into it, after hours of waiting, the customer is not going to be exactly satisfied. Also, also human beings need some time off. Being able to give yourself a whole day of rest without worry, every once in a while, is value without monetary equivalent.

Well said, Dan.

The main benefit, in my opinion, is the ability for the owner of the company to concentrate on sales. The fact that they can work a 9-5 job (sales for their company, or another job) and still know that the inevitable 4am meltdown will be dealt with would be a big factor for any blossoming company.

Simon

[Jeff Smith]

Thanks for your help guys, some really good input here.

[Lev]

Originally Posted by ldcdc

I would say that for a one man operation, having support available 24/7 is more valuable than the personal touch.

Speaking from experience, I say that is incorrect. Of course, waiting over three hours for support can put some strain, I've found that customers prefer personal support to twenty minute support. Does not apply in emergencies. This is one of the reasons customers come to smaller companies, and why companies do not outsource (although when you are not a one-man operation it can be hard to find the right people who will are "personable"). I am not saying that 24/7 is not important, but that the personal touch has great value.

Originally Posted by Aussie Bob

Also end user support supplied by the admins who have root access to the server's, is going to be more efficient than someone without root access, if the issue needs root access to be resolved. If you get my drift.

That is true, and is one of the advantages of end-user support.

[Yash-JH]

Can you define the "personal touch"? Is it asking the customer how his business/family is doing everytime, before getting to the question?

[2Macs Jim]

I think Yash is correct. People want answers but more importantly they want results. A personal touch so-to-speak should be no more or not much more than a hello and how can I help you. People want good quality results. IMO.

[Lev]

Originally Posted by Yash-JH

Can you define the "personal touch"? Is it asking the customer how his business/family is doing everytime, before getting to the question?

No, that is not what I meant. Personal touch by my definition is making the customer feel less like a number and important to the company, however it is done. It is also by the techs being down to Earth. Even in companies as small as three thousand customers, I have seen this gone. Basically, it is the opposite of going for a huge corporation look. I've found this to be a great selling point of small companies.

Originally Posted by Jim2Macs

I think Yash is correct. People want answers but more importantly they want results. A personal touch so-to-speak should be no more or not much more than a hello and how can I help you. People want good quality results. IMO.

Have you actually tried it, or are you guessing? I have tried what I said, and also did an very short "experiment" on cutting back, I saw clear results.