Which requires more customer service: normal hosting, or reseller plans?
With normal hosting, you get a lot more accounts per server, which means you directly have more customers. This means more questions that need to be answered. But most people's sites are simple, and questions are in general, quite simple.
With reseller hosting, you have fewer direct customers. The resellers handle the majority of the customer service for their clients. With so much less direct customers, I would think customer service would be a lot less. Is this true?
And when I say customer service, Im referring to all tech help via email, IM, helpdesk, etc.
Like it was mentioned in the other thread, alot depends on the user base. If they are mainly newbies, they might have simple questions but may bug you on every little thing from setting up an account account to ftp and so on.
For resellers, it depends on how much controls you provide the resellers. Like do they need to contact you each time someone signs up with them or want to modify their accounts and so on.
Of course, having a good FAQ or knowledge based filled with all the commonly asked questions and answers, it would definitely help reduce the tech support requirements.
But most of the time, the bulk of the emails coming from clients come at the first week or so of sign up but once things stabilizes, you should expect less.
Of course, you would need to ensure that the server enjoys a high uptime and stability to prevent any tons of help queries and so on.
As to your question, resellers can also be amatuers who wants to get into the action but requires some level of hand holding. In those cases, you might still expect queries from them, either directly from them or from their clients via them.
The amount of support you give is directly proportional to the cost of the account. The cheaper the account - the more support you'll provide [In most cases]
It helps if you have a good Knowledge base that answers the basic questions. For resellers this will be - registering personalised nameservers, using the WHM to setup domains, editing DNS Zones, email setup...stuff like that. Oh and make sure to tell folks about domain propagation. You'd be amazed at how many times they'll ask you about that one.
You should have pictures in your Knowledge Base too. Folks like to see pictures that show them how to do stuff. Our knowledge base cuts down on a HEAP of support. Invest time and resources into your knowledge base and it'll save you a packet down the track.
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