Phone Support

Jim2Macs said:
I'm undecided on this one. Although I would think phone sales and support would be essential, most calls we get are from new clients, meaning new to the Internet clients. We decided a few years back to get a toll free number and have no intention of getting rid of it. Maybe it's just our clients, but most prefer email and ticket support. We even got rid of our live chat for the same reason. It just didn't seem worth it to have someone sit at a computer waiting for a chat to come in when we kept getting emails. Times and people change quickly though and periodically we do start up the live chat again, so far only to stop using it. The phone we will keep though, maybe someday our clients will change.
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You are exactly correct. Most calls we get are from new users, new to the hosting in general. They then expect a tech to walk them thru things that are not your responsibvility, such as trouble shooting some crappy script they are trying to install. Their attitude is always it must be a problem with the server until you prove otherwise and this usually means fixing the script or whatever for them. They will monopolize a techs time for an hour or two. If they were forced to submit tickets at least the tech could multitask. I have been considering getting rid of phone support for this very reason.
 
There are a couple of reasons why I both don't require phone support nor do I offer it:

1. Logging. - This is the number one thing for me. I like to have records of communication both as a client and as a host in everything I do. Nine times out of ten, I prefer email and/or helpdesk. On the company side of things, I am able to log communications so when we're blamed for something, I can look back and prove that we did our part or can see where we made a mistake.

2. Perception of instant support. - As stated above, some think that one phone call should resolve the issue. I'd rather not have someone yelling in our ear why we simultaneously try and resolve the problem or setup the appropriate measures that need to be taken.

3. Cost. - True phone support costs money and it's not really worth it until a company has a substantial client base, IMHO.

My experience pretty much agrees with the poll, though it is a small number right now (the poll). Most people don't require phone support. There are those that do, and that's fine. Good email/helpdesk support does the job.
 
I think phone is extremely important, having a phone you can provide a lot better services. Also the support is instantly, you don't have to wait for a ticket to be answered, and so many times the tickets are answered 12 hours after it was posted.
 
Well, waiting 12 hours for a ticket is rediculous in my mind. Humbe, if those are the types of companies you've been dealing with, maybe it's time you look elsewhere.
 
lol no no...

At the beginning it was like that, thats why I decided to create my hosting company so the same issue won't happen to our customers. ;-)
 
phone support can be a cool thing to have but it can be more annoying than help. there may be the possibility that the person doesn't understand, then gets frustrated. I would rather choose a host that has 24/7 tech support with or without the toll free number
 
Phone support is not preferred for new hosts. The main reason is that they cannot do this that generally, there is only 1 person behind the company. So, he cant be available everytime to help out the customers.

And its also not recommended until you have at least 30-50 paying clients.

Also, if you have it, then its better to have a toll free phone number rather a paid one which can be your cell or anything....so, may be yougo late with phone support, but its good to go with Toll Free Nos.
 
Yeah I think phone support plays a very imperative part in a hosting business as its a very easy and fast way to communicate with the clients who are looking for answers to their problems and queries. A hosting company which provides toll free phone support has a upper hand among its competitors.
 
Hi,

Went i first started out in the hosting industry i just got a reseller account and the company never had phone support but they had live chat and a support desk. So i've answered no to your poll.

Chris
 
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