How to Provide End User Support
- Thread starter RH-Jordie
- Start date
Clients of resellers. Sorry for not being mentioning that.
easyhostmedia
Well-known member
Simple like a majority of hosts.
If they are clients of one of our resellers, then it up to that reseller to provide support to them. Our reseller can then contact us if they need help and then we reply to our reseller who can then relay any information to their own client.
If our reseller wants us to deal direct with their client then we will charge for this as they are not our direct client.
MikeHobgood
New member
The type of end-use support RH-Jordie was referring to was the type that easyhostmedia said they charged for.
End user support, to client of client, is becoming a very common feature with reseller hosts today. Before I was using dedicated servers, my provider also had a custom coded WHMCS plugin....
Makes me wonder... if there are two instances of this plugin... and a big market for it, wonder if it's being resold yet? I'd buy it
End user support, to client of client, is becoming a very common feature with reseller hosts today. Before I was using dedicated servers, my provider also had a custom coded WHMCS plugin....
Makes me wonder... if there are two instances of this plugin... and a big market for it, wonder if it's being resold yet? I'd buy it
oneilonline
Member
We have live chat and a support ticket system. Resellers are responsible for their own clients. I don't know of anyone who provides support for even their resellers. If they did, I'd be interested in hearing about it!
I think the original question is kind of vague. Are you asking if any support at all is being offered for services? Who doesn't offer support...? I have never come across a company that didn't offer support. I'd be interested in hearing about it too!
Support client to client sounds interesting.... Isn't that what a forum is for...?
I think the original question is kind of vague. Are you asking if any support at all is being offered for services? Who doesn't offer support...? I have never come across a company that didn't offer support. I'd be interested in hearing about it too!
Support client to client sounds interesting.... Isn't that what a forum is for...?
There's a few providers that offer tech support to their reseller's clients, innohosting is one that comes to mind.
Most of these "end user support" services offered by the reseller providers are often only offered on a best effort basis. If you have a large customer base it would be best to invest in better outsourced support at the very least.
EUS only seems viable if you only have a small handful of customers who may need technical support from time to time.
EUS only seems viable if you only have a small handful of customers who may need technical support from time to time.
Hostingfest also provide end support to their resellers too, and i think also hostgator, but i'm not sure.
HeartHost_CO
New member
I have come across "nosupportlinuxhosting.com" many times, which provides ... you guessed it.... no support linux hosting.
I've also talked with many of their clients on a personal basis before, and they all generally love it. This is mainly because their user base is completely different from most hosts that offer support.
NSLH basically is geared towards clients that already know what they are doing... because most clients that are going to need help, will see that they don't provide any support and run the other way.
Personally I feel that it's a great idea, and it essentially does drive down the costs, because you aren't supporting clients, you are supporting the stability of your own servers.
SkyNetHosting
Member
You can try vision desk, does the job pretty well - and also come with a WHMCS module. But I see most companies use their own WHMCS module.
- and also come with a WHMCS module. But I see most companies use their own WHMCS module.
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Sure thing, just tell me what I can do to shed a little light on the subject :agree:
In my experience, all the major hosts I've came across, do provide support to their resellers but their resellers only. Its like a pyramid structure - if their customer has an issue, they should contact their reseller and the reseller can contact the host if they cannot help. I think that's the only logical way to do it and I'll tell you why.
Generally, providing direct help to clients of resellers means you are overstepping their authority and undermining their service. If the customer knows that you are the end source of support and information, then why would they need their reseller at all?
Further more this will make your reseller extras like Private DNS and non-branded cPanel absolutely redundant - why put so much effort in hiding that you are a reselling another host's services, and then ignore all that by telling your clients who is really behind the curtain? :rolleyes2
Sure thing, just tell me what I can do to shed a little light on the subject :agree:
In my experience, all the major hosts I've came across, do provide support to their resellers but their resellers only. Its like a pyramid structure - if their customer has an issue, they should contact their reseller and the reseller can contact the host if they are unable to provide relevant help. I think that's the only logical way to do it and I'll tell you why.
Generally, providing direct help to clients of resellers means you are overstepping their authority and undermining their service. If the customer knows that you are the end source of support and information, then why would they need their reseller at all?
Further more this will make your reseller extras like Private DNS and non-branded cPanel absolutely redundant - why put so much effort in hiding that you are a reselling another host's services, and then ignore all that by telling your clients who is really behind the curtain? :rolleyes2
Alex - A2 Hosting
Active member
Well I don't know about other companies offering end user support though our resellers clients don't know we provide the end user support.
We have built a custom WHMCS module which provides a whitelabel end user support experience. It works for us, our resellers and our resellers clients.
I'd assume others also have whitelabel end uesr support offerings also, otherwise there really is no point in it.
easyhostmedia
Well-known member
never come across any such whitelabel support module, so a link to any such module would be handy to prove they exist and hosts i have seen all wont provide support to resellers clients.
Generally reseller hosting that includes end user support is white labeled to the fullest possible extent, so this is rare.
For example. I used to work somewhere that used InnoHosting and my boss told me about how they have a separate helpdesk that is branded "VGSHelpdesk" and everything is obfuscated under another brand. Of course, if you dig around, you can find it.
Also sometimes a reseller will be able to provide better pricing than the main company. Especially in the case of end user support, you're getting the support provided by the main company but you're paying the reseller's prices. It actually works out to a pretty nice deal for the clients if you can do it right.