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  Post #16 (permalink)   06-17-2016, 03:08 PM
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Quote:
Originally Posted by easyhostmedia View Post
a one man band cannot be their 24/7
Actually with the right tools, a 1 man band can indeed offer 24x7 support. Now, they won't get very large until they expand, of course, but 24x7 support is quite realistic for a 1 man show.
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  Post #17 (permalink)   06-17-2016, 03:13 PM
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Quote:
Originally Posted by whmcsguru View Post
Actually with the right tools, a 1 man band can indeed offer 24x7 support. Now, they won't get very large until they expand, of course, but 24x7 support is quite realistic for a 1 man show.
yes 24/7 support can be offer with FAQ, KB, emails etc. but 24/7 Live support cannot be offered by a 1 man band as everyone needs sleep.
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  Post #18 (permalink)   06-17-2016, 07:42 PM
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Knowledgebase, tutorials, that's not 'support'. It is 100% possible to offer 24x7 support for one person, however. You just have to know how to do it properly.
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  Post #19 (permalink)   06-17-2016, 08:53 PM
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If a company is in starting phase and with proper alerts and setups in Mobile phones (like kayako helpdesk app and chat apps ) one can provide 24/7 support and can take rest in between. Only thing in this case is he will not be having a common sleep time all the day But ofcourse one can provide now a days.

Regarding billing hours, if you have some one or some techs or company providing support to you 24/7 then you can ask them to handle sales / billing ones which are urgent ones in those after hours. and non urgent can be done when you wake .

In hosting business it is always best to stay online round the clock
 
 
 


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  Post #20 (permalink)   06-18-2016, 05:37 AM
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Quote:
Originally Posted by whmcsguru View Post
Knowledgebase, tutorials, that's not 'support'. It is 100% possible to offer 24x7 support for one person, however. You just have to know how to do it properly.
support is any means that supports clients, so Knowledgebase, tutorials are support.

You can have 24/7 support which is different to 24/7 LIVE support

a one man band CANNOT provide 24/7 LIVE support as everyone needs to sleep.

I am a one man band and have been since i started in 1999. if i am in the middle of helping a clients with an issue i wont stop because it outside the times i provide live support.

I have used the same method since i started and have had no complaints as my KB on my site is very extensive and i am normally at my computer from 9am til midnight.
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  Post #21 (permalink)   06-20-2016, 04:03 AM
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You can choose what works for you. Billing usually is just on workdays.
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  Post #22 (permalink)   06-27-2016, 09:57 AM
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Yeah, you're basically a one person operation when it comes to support. Nothing wrong with that, by the way. We tend to provide a much better one on one customer experience
I assume you are referring to Jack from Zomex. Yep one man show, but always outstanding support for the 3 years I have used his whmcs services.

As for 24/7 support. Tech always open. Sales and billing sends alerts when a request comes in. Well worth getting that notice to answer a customer even if your normal hours are over. It builds confidence in your brand.
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  Post #23 (permalink)   06-27-2016, 02:47 PM
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Originally Posted by whmcsguru View Post
Yeah, you're basically a one person operation when it comes to support. Nothing wrong with that, by the way. We tend to provide a much better one on one customer experience
Assuming you're referring to me It's probably wise not to insult someone who's been in this industry for 6 years and has a great reputation. Your company is very new and I've seen WHMCS related developers come and go over the years. Best to focus on your business instead of posting negative comments on others in an attempt to bring attention to yours.

Quote:
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I assume you are referring to Jack from Zomex. Yep one man show, but always outstanding support for the 3 years I have used his whmcs services.
Many thanks for your kind feedback, I'm happy to hear that you are satisfied with my support. I put a lot of time & focus into support and enjoy doing so.
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  Post #24 (permalink)   06-27-2016, 03:00 PM
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Originally Posted by whmcsguru View Post
Yeah, you're basically a one person operation when it comes to support. Nothing wrong with that, by the way. We tend to provide a much better one on one customer experience
Yes as Jack says concentrate on your own business rather than attacking other businesses.

I have ran my business single handed since i started in 1999 and never had issues and provide my clients with a one on one customer experience.

Jack has always provided great support to me when i have needed it.
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  Post #25 (permalink)   07-21-2016, 03:57 PM
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Since we used to use WHMCS, any of our staff could assist with billing also, however it did depend on the billing issue (such as an invalid charge). If that was the issue, then it was one of 3 supervisors that took care of it when they were on shift.

Since all our billing was prepaid, there really was very little issues when it came to billing.
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  Post #26 (permalink)   07-21-2016, 04:26 PM
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Support is 24/7/365. Billing and Sales are Mon-Fri 8AM-5PM EDT.

That said like others have said - generally we'll answer Billing and Sales 24/7 - we just don't promise it.
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  Post #27 (permalink)   07-23-2016, 07:39 AM
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I am one of those stupid one man host that is spoken of. But, I do my best to provide support 24/7 When someone create a ticket I get an email to my phone when I get the email I get on my cell and see what needed, most of the time my cell works for almost everything, if not then I will grab my computer and work on it no matter where I am. I do billing, support, sales 24/7 unless I am asleep which I only sleep like 6-7 hours a night so that is the only time that I can not do support but so far no one has really complained on the wait. If the server goes down I get multiple emails so I am up and working on it.
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  Post #28 (permalink)   07-23-2016, 07:55 AM
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Quote:
Originally Posted by DennisC View Post
I am one of those stupid one man host that is spoken of. But, I do my best to provide support 24/7 When someone create a ticket I get an email to my phone when I get the email I get on my cell and see what needed, most of the time my cell works for almost everything, if not then I will grab my computer and work on it no matter where I am. I do billing, support, sales 24/7 unless I am asleep which I only sleep like 6-7 hours a night so that is the only time that I can not do support but so far no one has really complained on the wait. If the server goes down I get multiple emails so I am up and working on it.
same here, we one man hosts can only do our best and since i started in 1999 i have had no complaints about any delay when i have been asleep.
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  Post #29 (permalink)   07-23-2016, 11:01 AM
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Billing and support is always open, you never know when a customer will need your services.
 
 
 


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  Post #30 (permalink)   08-13-2016, 09:53 PM
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So, more fun for discussion here. Not necessarily related to software, just querying. Not really even after anything, just trying to spark up some discussion

If you're working with (or running) a company (not a one man show, not that that's bad ), does your company have an 'after hours' billing department, or no? If not, how do you typically deal with billing/accounting requests over these periods?

Just asking, of course
We initially had a strict Monday - Friday ( 9 - 5 ) Billing department but we ended having frustrated clients. As you see a user could be from any location / timezone due to which he may end up waiting for a small thing such as an extra IP or control panel license invoice for quite a few hours which results in him getting frustrated.

We now have a Monday - Saturday ( 24 hours ) Billing department. Clients are loving it
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