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No Phone SUPPORRT
| Posted by rbrowme, 07-27-2005, 04:41 PM |
| I have been researching some reseller accounts that offer RVSkin/Client exec.
One thing I notic is ALOT of these companies do not offer PHone support.
I was considering SITE5.com but they dont even offfer live chat support only Email support.
I am wondering if phone/live support is a big deal or is it just me not understanding how all this works. Or is there maybe another company out there that I dont know about that offers rvskin/client exec and lot's of positive comments from current customer, plus phone support.
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| Posted by (Stephen), 07-27-2005, 04:46 PM |
| phone support is not offered by many companies, as so many people just want to call and chat, reducing the productivity dramatically. I think that companies however should list a phone number for emergency contact. I know that personally, I will not buy from any company without a phone number(not just hosting, but online shopping in general), and most of the time I actually call and make sure the phone number works.
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| Posted by rustelekom, 07-27-2005, 04:56 PM |
| I really don't know problem in hosting which may be researched by phone. Most of problem is technical problem and required detailed explanation for quick resolution. This is main reason why helpdesk/ticket system is the best way for hosting support. All ticket timestamped, customer get message about status of his ticket and also (in case if this email problem) can check this status and close, reopen ticket by web.
Phone support mainly required only for quick and easy question like as some basic billing question, reboot request and etc.
However, yes, i agree that hosting company which haven't phone number on site, look as not serious company.
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| Posted by markcw, 07-27-2005, 11:54 PM |
| rbrowme
If you email the web hosts, I found that many will give you a support phone number if you press the matter with them.
If you spend more than $20 a month, should be no problem.
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| Posted by SLH-Ken, 07-28-2005, 01:19 AM |
| Phone support makes it very difficult to streamline a support request. With a ticketing system you can have full detailed views of previous issues, and views of the current ticketing issue.
Not to mention you can save a whole heap of money by not setting up a phone support system, and pass those savings to your clients...
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| Posted by BF-Gary, 07-28-2005, 01:49 AM |
| One customer moved from one of our local biggest ISP's (those that live around me will know who it is) that offer hosting. They of course offer phone support and charge a pretty penny for there hosting. This is there description of the support provided as described to me by them:
- Problem happens called support. Spoke with a support staff he did not know how to fix it will have someone contact me that can.
- 48 hour passes and problem still not fixed. Call back and speak a new person they are not aware I even had a problem and of course do not know how to fix it. They will have someone contact me that can fix it.
- Another 48 hours passes and problem still not fixed. Call back and speak yet another new person who again is not aware of the problem nor how to fix it. Frustrated I ask to speak to someone now how can fix it, they are not available, some one will call me back.
- 12 hours passes and I receive a phone call from someone who does not know how to fix my problem but knows someone that can and says it will be fixed.
- 12 hours passes and finally the problem is fixed.
This customer had to go through this similar routine each time they had a support problem. Phone support is not always the best way to go. With ticket support the right person can answer the ticket and get the issue resolved quicker.
I know some will disagree but unless you have ever been through the above you never know what it can be like.
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| Posted by ldcdc, 07-28-2005, 04:13 AM |
| I think companies should list a phone number for general business related purposes, but not necessarily for support.
That said, I don't think that a phone number is a guarantee of good service, even if it is responded to promptly. Providers can answer their phone rapidly during "good times", but when a serious problem occurs (like massive downtime) all lines of communication can magically disappear.
For reasons stated above, I believe that a well manned ticket system is the better option for both customers and providers.
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| Posted by Aussie Bob, 07-28-2005, 04:18 AM |
| I agree. If you're delivering 5 to 10 minute response/resolution times on your helpdesk, then that will more than satisfy 99% of the users out there. But that being said, there is a place for phone support, but I've never implemented it. I might, down the track a bit. We'll see how it goes.
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| Posted by SSHocker, 07-28-2005, 07:31 AM |
| Even if a customer calls, we prefer customers also log a ticket or send an email. That way we both have a written record of what has been requested and what has been done.
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| Posted by r2h, 07-28-2005, 05:49 PM |
| Generally phone support is not necessary, but its required for emergency support and for client satisfaction . However when customer called, generally most of the companies force to customer to drope a support request by email to receive detailed problem.
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| Posted by net-trend, 07-29-2005, 04:16 AM |
| Either that or the phone never gets picked up. If it does, it's connected to an answering machine.
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| Posted by Suffolk Designs, 07-29-2005, 04:33 AM |
| It is also very difficult and time consuming to exchange URL's, usernames and if needed passwords on the phone.
With a helpdesk a tech can also post replies and questions to multiple tickets in a short period of time, wheras if they were on the phone to a client they would be only able to deal with that one client.
When we have a server go down we normally have one tech working on the problem and one answering tickets and updating them as updates are available, to do this on the phone would require alot of extra staff......
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| Posted by paulddaw, 07-29-2005, 05:21 AM |
| no phone = may be ok
no phone / no live support = no go
thats the way i see it anyway.
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