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  Post #16 (permalink)   04-21-2008, 06:49 PM
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Phone support can be tricky. We used to offer telephone support but quickly found that we were bombarded with phone calls, which killed our productivity, as such we removed phone support.

Thing is, a lot of customers don't like calling a support line and getting voice mail. However, I find this to be a great solution. It allows you to screen the calls and call the customer back if it's something that falls under your support guidelines.

A lot of customers want a phone number to call, but don't realize that, in all honesty, some of their questions have no relation to the support you offer, no relation to your services/products, and sometimes (as blunt as it sounds) are just stupid questions that could have been handled through email. What they also don't realize is that when you have to handle calls like that, you're not doing what you need to be doing to keep their service at a top level, because you've become far too busy answering the phone to answer questions like..."What FTP/email/etc program should I use?"
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  Post #17 (permalink)   04-22-2008, 06:58 AM
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And all that is reason for companies to outsource phone support, and for it to be often restricted to level one issues. They just can't have a highly trained technician answering stuff like that.
 
 
 


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  Post #18 (permalink)   04-23-2008, 12:28 AM
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Haven't got one. I also couldn't manage it. You can do it on your own to make some money, or run a real company for living. That last one is not for me
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  Post #19 (permalink)   04-23-2008, 08:01 AM
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I do understand that many people will try and abuse it (and even more, not intentional) but when I call up a place for a billing issue. I really want someone that is able to speak to me in English. I don't think I could ever offer my clients phone support outside of the country. And I am not trying to be rude here, but its very hard to find reliable support out of country that is fluent in English
 
 
 


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  Post #20 (permalink)   06-26-2008, 07:05 PM
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I have 2 phone numbers listed on my website but my customers like to use chat or email instead of phone numbers.
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  Post #21 (permalink)   06-27-2008, 04:15 PM
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I understand that clients can be confused when it comes to what you handle and what they need done but its just being lazy if you cant even bother to take afew minutes and explain what is under contract and what is not. If you screen calls and then call the ones back needed, then what happens with the ones you don't call back. Are you telling us that you like just don't even respond to them at all?
 
 
 


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  Post #22 (permalink)   07-02-2008, 11:00 PM
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In my opinion , each upcoming and developed company should have its phone number ( even a couple of numbers for emergency cases) because sometimes it is more convenient to resolve the issue by calling the company rather than opening a trouble ticket or sending an email.
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  Post #23 (permalink)   07-03-2008, 01:09 PM
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Bobz thats a good point made there. I have seen some people that try and explain things in tickets and it doesnt really help since they are not sure the terminology to be used, and if they can call real quick and go "This is what I clicked on" or something similar its much quicker to figure out what is really going on rather than a ton of rambling nonsense.
 
 
 


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  Post #24 (permalink)   07-10-2008, 09:10 PM
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I'd recommend using something like ringcentral, you can get a pc softphone with an 800 number, and incoming and outgoing fax for about $20 a month or so...I wouldn't even consider running a web based business that doesn't have a phone # to contact. I'd highly recommend them, you can forward your calls to your cellphone for the times that you are not at home. They have virtual PBX functions as well if you want a "hard" phone that is voip enabled etc....
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  Post #25 (permalink)   07-11-2008, 06:24 AM
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Quote:
I'd recommend using something like ringcentral, you can get a pc softphone with an 800 number, and incoming and outgoing fax for about $20 a month
It is also a good idea, RHServices
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  Post #26 (permalink)   07-11-2008, 10:48 AM
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I have never used them before but I have played around with some other global type ring every phone # programmed into it, cant think of the name right now though. It wasnt an 800 # either, but thats not to bad. For the longest time most clients never used the phone line and I swear the first time it rang I almost jumped out of my seat.
 
 
 


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  Post #27 (permalink)   07-12-2008, 11:31 AM
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I get very irritated when I want to talk to a person on the phone and they do not list their number on a site (especially a place I pay money for a service to). Having a phone number listed (and is use) is just a part of good business ownership if you ask me!
 
 
 


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  Post #28 (permalink)   07-12-2008, 12:20 PM
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All Hosting company's should have a phone to be contacted for issues! Thats a must from the way i think of it. I have ordered my new number too.
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  Post #29 (permalink)   07-12-2008, 12:43 PM
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When I owned a hosting supplier, I used 0560 number and www.voipfone.co.uk for the actual softphone and credit and that, secondly I have Linksys SPA941 for my VOIP desk phone ;]
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  Post #30 (permalink)   07-12-2008, 06:22 PM
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Super nice site
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