Web Hosting Talk : Web Hosting Main Forums : Running a Web Hosting Business : what support is the most suitable for web hosting company

[3DProf4online]

I am going to start reseller hosting business in the future, I am just wondering what is the best way to support customers? Phone support, livechat support or the ticket system will be enough? What are your opinions about this?

[Tina J]

It really depends on your target market.

--Tina

[Redcoat]

That is such a broad question and really needs to be thoroughly defined. Of course the more options you offer people to contact you the better. However, you need to look at your resources available, and how you want to track all your cases for future reference. You also need to see which methods are most cost effective for you to efficiently run.

Consider the type of client you are going to have (as Tina stated). If you are a high-end host you need top notch support options because it is going to be expected by your client. If you are just providing a basic service, then obviously less will be required.

[LaneHost]

As others have said, that is a very broad question and not easily answered as it might not best pretain to your specific needs.

Variables:
Your market - Who are you targeting, low end? high end? speciality market?
Your costs - What kind of budget do you have or inticipate on having? For example to provide 24/7 365 technical phone support can be very costly if you are targeting the low end for example. Do you plan on answering the phone yourself or have in-house staff to answer or will you outsource your phone support? Each of those have different costs and something you will have to look at to get the best answer.

However on a broad answer...a ticket system is a MUST and the backbone to providing efficient support to customers, so you can pretty much have that already checked. Online live chat support is a great thing to have, however look at variables above...as I've seen some great hosts that do not offer live chat support however have terrific help desks.

[Orien]

Agreed, if you have to start with something, it's quite nearly a requirement to have a support ticket system these days. As for the rest, get some feedback from your customers on what else they'd like.

[HostGamma]

If you are just starting, a support ticket system and email should be all that you need.

[Kyle Arnett]

Like Tina says, it depends on your target market and in addition to that, your costs. Maybe you want to start off just offering technical support by email and after you get more customers to offset costs, you can upgrade to a ticket system like ModernBill and later on by phone, should you find it to be a necessity.

Doing this gradual upgrade is also attractive to your existing customer base because they will feel that you are always giving them a value added feature for their money. It's a great way to have your customers spread the word to their friends.

[mister i]

for your profit, you can start support by
1. email, and help desk
2. then phone support
3. toll free
4. life chat
only when your business start rolling cash, you give better service...

[vn_mobin]

3DProf4online,

Since you are only considering starting the business, you might want to figure out what sort of resources you can spare for customer support. If it is just you doing all the work in the initial phase, email support might be all you can handle. Phone support is also certainly fine if you are handling it yourself, but could get too time consuming as your customer base grows.

If you are considering outsourcing your customer support, then you should be able to choose what sort of support you want to offer your clients.

Thanks,
Mobin

[blessen]

During the initial stages its always better to provide email support during the business hours of your targeted customers. When you start to earn some money then go 24/7 with email, live chat and phone support. I would also suggest you to build good FAQ and Control panel based flash tutorials, as these two measures will reduce support tickets for sure.

[supportfacility]

When you start the business, I would say: technical support should be 24/7. You can have help desk support, if you can live chat option is always good.

[Srv24x7]

The more options you give your customers the more they will be happy, The Industry is very demanding and you need to think beyond that rather by just saying "what will be enough ?".. Today many host provide self learning flash tutorials, KB, easy access to the support via control panel or phone and many more things. Perhaps you need to do some research But at the initial run 24x7 support is real important Later it all depends on your business how much flexible options you provide.

[3DProf4online]

is it very important to have 24/7 support at the first stages?

[Redcoat]

Think about what you just asked... then look at it this way:

Your server that hosts all your clients and their data just crashed and its 2:48am on Sunday over memorial weekend. Would you want to have someone to call/email? Or can this wait until normal business hours after the vacation weekend?

[Echelon]

I'd stick to tickets, or worst case, live chat. Phone support is too much maintenance, and can cause issues with every customer expecting you to keep them on the line while you fix something for them.