Get Paid to Participate - up to $1 per post!     Twitter     Facebook     Google+
Hosting Discussion
 

forgot password?



Reply


Old
  Post #1 (permalink)   10-17-2003, 04:32 PM
HD Wizard
 
Join Date: Jul 2003
Posts: 2,100

Status: BlackStorm is offline
At what stage should you hire extra support reps for your company?
As many people know most companies start out with just the owner providing support to a few clients but as the company grows and acquires more clients, its obvious more people will be needed to help handle the support requests.
When do you think should a host hire extra support?
How many customers/sites should there be to support reps in your opinion?
 
 
 


Old
  Post #2 (permalink)   10-17-2003, 08:20 PM
HD Amateur
 
Join Date: Oct 2003
Posts: 83

Status: imported_Mark is offline
matters what kind of clients you have... if you have 5 dollar a month "20 support tickets" kinda customers, you will need help... If your client's do not require that much support then you do not need the help.... My partner and I hired 1 person after we got about 300 clients...
__________________
The Hybrid Network
Quality service at an affordable price
http://Hybridnetwork.com
 
 
 


Old
  Post #3 (permalink)   10-18-2003, 08:20 AM
HD Wizard
 
Join Date: Aug 2003
Posts: 1,003

Status: gooooogle is offline
When you get to many clients to handle yourself.
 
 
 


Old
  Post #4 (permalink)   10-18-2003, 08:44 AM
HD Wizard
 
Join Date: Sep 2003
Location: Nova Scotia, Canada
Posts: 1,425
Send a message via ICQ to GordyMac Send a message via AIM to GordyMac Send a message via Yahoo to GordyMac

Status: GordyMac is offline
Yes I would have to agree, if you are doing fine with support and it is only you, as long as it is not putting exessive strain on you or keeping you from doing things, if you can keep it under control, you don't NEED to waste money hiring anyone else, but might be a good option to consider getting someone to help.
__________________
I'm back!
 
 
 


Old
  Post #5 (permalink)   10-18-2003, 09:40 AM
HD Master
 
Join Date: Oct 2003
Posts: 458

Status: FastNetServers is offline
It really depends on how you would like to project your hosting company to your clients. Although I am just new into this business I did a lot of research about the hosting industry and I also invested in an in house technical support team. It is a small team consisting of 6 members in total working in pairs on 8 hour shifts but I think it serves the purpose for me because I would want to offer 24/7 live chat technical support. Therefore it really depends on what YOU want yo do with your company.
__________________
Rahul Santimano
Technical Support Manager
www.FastNetServers.com
"make the web work for you"
 
 
 


Old
  Post #6 (permalink)   10-18-2003, 09:46 AM
HD Wizard
 
Join Date: Sep 2003
Location: Nova Scotia, Canada
Posts: 1,425
Send a message via ICQ to GordyMac Send a message via AIM to GordyMac Send a message via Yahoo to GordyMac

Status: GordyMac is offline
Well yes, it would also be a matter of personal preference as well.. each company and individual would have something different about it.
__________________
I'm back!
 
 
 


Old
  Post #7 (permalink)   10-19-2003, 06:52 AM
HD Wizard
 
Join Date: Jul 2003
Posts: 2,100

Status: BlackStorm is offline
If you are the only one providing support you also have to consider if your customers are all in the same timezone as yourself, if they arent then it may be a good idea to hire someone that is in the same timezone as some of your customers so you can provide support to them when they need it.
 
 
 


Old
  Post #8 (permalink)   10-19-2003, 07:04 AM
HD Wizard
 
Join Date: Sep 2003
Location: Nova Scotia, Canada
Posts: 1,425
Send a message via ICQ to GordyMac Send a message via AIM to GordyMac Send a message via Yahoo to GordyMac

Status: GordyMac is offline
Yeah.. what I was thinking, I live in Atlantic Canada Time.. So what I was thinking is possibly getting someone in California as they are Pacific, and would have about 5 hours difference? (I think)
__________________
I'm back!
 
 
 


Old
  Post #9 (permalink)   10-19-2003, 09:06 AM
HD Master
 
Join Date: Oct 2003
Posts: 458

Status: FastNetServers is offline
Well if you are the only one providing support to your clients then the best thing to do would be outsourcing your support so in the long run it will help you out.
__________________
Rahul Santimano
Technical Support Manager
www.FastNetServers.com
"make the web work for you"
 
 
 


Old
  Post #10 (permalink)   10-19-2003, 09:12 AM
HD Wizard
 
Join Date: Sep 2003
Location: Nova Scotia, Canada
Posts: 1,425
Send a message via ICQ to GordyMac Send a message via AIM to GordyMac Send a message via Yahoo to GordyMac

Status: GordyMac is offline
For my Shell company, there is myself and Matthew which is in Maryland, and for my web company there is myself and Gokcehan in Ontario.
__________________
I'm back!
 
 
 


Old
  Post #11 (permalink)   10-19-2003, 09:19 AM
HD Master
 
Join Date: Oct 2003
Posts: 458

Status: FastNetServers is offline
cool...even though I dont know them...as long as it works for you
__________________
Rahul Santimano
Technical Support Manager
www.FastNetServers.com
"make the web work for you"
 
 
 


Old
  Post #12 (permalink)   10-28-2003, 07:57 PM
HD Guru
 
wsac's Avatar
 
Join Date: Nov 2003
Location: N.J.
Posts: 700
Send a message via Skype™ to wsac

Status: wsac is offline
One you go alot client maybe like 700 up then maybe you hire more support.

I got only 3 guy support one EST, CST, PST
__________________
WHMCS Services - sales (at) whmcsservices.com
WHMCS Addons / Modules
 
 
 


Old
  Post #13 (permalink)   11-24-2003, 01:27 PM
HD Master
 
Join Date: Oct 2003
Posts: 458

Status: FastNetServers is offline
Well that would work out too...like having a person from Australia do tech support for you and so on because of the time difference but then soon when you grow you would either have a fully fledged office for your technical support or maybe just outsource it.
__________________
Rahul Santimano
Technical Support Manager
www.FastNetServers.com
"make the web work for you"
 
 
 


Old
  Post #14 (permalink)   11-24-2003, 02:20 PM
HD Wizard
 
Join Date: Sep 2003
Location: Nova Scotia, Canada
Posts: 1,425
Send a message via ICQ to GordyMac Send a message via AIM to GordyMac Send a message via Yahoo to GordyMac

Status: GordyMac is offline
That is a very good idea to have someone there to help, that way your usually covered 24/7.
__________________
I'm back!
 
 
 


Old
  Post #15 (permalink)   11-26-2003, 07:01 AM
HD Master
 
Join Date: Oct 2003
Posts: 458

Status: FastNetServers is offline
Yes and not only that but it would be very economical
__________________
Rahul Santimano
Technical Support Manager
www.FastNetServers.com
"make the web work for you"
 
 
 
Reply
Previous Thread Next Thread


Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Sponsored By: