Web Hosting Talk : Web Hosting Main Forums : Running a Web Hosting Business : Support Options

[wlandman]

Hey Guys,

Currently we offer support via LiveHelp, Help Forums (Bulletin Boards), and Phone Support. Is there any point in adding additional support options?

If so what would you say customers want? Trouble Ticketing System? Maybe LiveChat on IRC?

[Koutaru]

perldesk??

[GlideTech]

I would reccomend some form of help desk system. That way all the tickets can be organized and both you and your customer can look at them later if the need arises.

Set it up with ssl and you can use it to communicate personal account details and such also.

Just my $0.02

[DigiCrime]

Originally posted by Koutaru
perldesk??

very good program for TTs

[skelley1]

If you have a newsletter for your clients (and I hope you do) this would be a perfect subject to get some feedback from them about and see what they think.

[SoftWareRevue]

A good desk is great for you and your customers both. It's so much easier to track requests and resolutions.

[:: paVel ::]

It really depends on what clients like... some like IRC, Phone... ect.
But HelpDesk would be the best option.(my opinion)

[derek.bodner]

a help desk for sure, I'd leave IRC alone IMO.

[wlandman]

IRC does seem to be most challenging. But I have heard of other shell providers use IRC as means for offering support. Also some webhosting companies (dixiesys I think ?) provide support via IRC.