We never outsource our customer service, we prefer to employ.

I think that hosting companies that outsource their support are taking a huge chance in my mind. Even though out sourced techs and customer service agents may be completely capable, U.S. based customers will always prefer to communicate with someone in the U.S.

Being a Server Operations and Support technician, I provide all aspects of support for our customers. When assisting customers with their issues it is always important to understand that their satisfaction may not just hinge on solving the problem at hand. Customers like to discuss their interests, website ideas, the weather or whatever. Believe it or not, having an agent that is able to hold a conversation and potentially relate to the customer will ultimately encourage that customer to tell their friends about your organization.

We also find it very helpful to the customer to have agents that speak other languages such as Spanish. Although, U.S. based organizations may see out sourcing as a way to improve a company’s bottom line, putting the dollar back into the U.S. economy is always a better move for your conscious.

In house customer service and support is always the best as it will be in your interest to be kind and helpful which your customers will like. Outsourced companies may not give the same high level of service.

We have it in house, we work virtual and we are now expanding it so we are all on a asterisk system with cisco phones - we also use a call center to answer calls quickly and take the problem information - then post it on our ticket system where every one is alerted of the problem

If you run a company that provides service it would be better if you have your own employee handling customer service since having your own employee is like having person who has sense of responsibility and sense of belongings, so whenever the problem or complaint comes, they tend to be more carefully in handling problems or complaint

Our technical support is handled by a small team of five available people. This includes myself (mostly me), two individuals acquired in a recent (and developing) partnership and two others who handle the server side issues.

Sales support is handled differently, which is usually myself or one of our other two sales rep who man LiveChat.

We don't outsource support, although I don't think its a problem when other hosts do it. When you grow to a particular size, finding a provider of GOOD and WELL WRITTEN support is key, and since we're still small we're able to handle it all ourselves.

But with most things, you get what you pay for. So if you're outsourcing to India and paying a very low price, expect your support to be of lower quality. If you pay the extra price for those who speak English very well, are very knowledgeable and fast in their responses you'll usually pay a higher price.

We have our own employees who do the job both of support and the operating orders, so they are always aware of things.

Its always great to have reliable staff to help keep your customers happy, as running a successful business becomes very time consuming so handling everything on your own can become very diffucult. Inhouse staff does have big advantages, but so does outsourcing staff.

If you can find a reliable group, with a set standard rate that are outsourced it can be a great asset. Inhouse is always more recommended

We have in house support staff to look after customers services. I think it's not outsourcing which matters it's the staff which matters most if they are capable enough to provide solutions to issues raised by customers ,well they are the best irrespective of their location from where they are responding.

I agree

I would prefer to have inhouse support.

Yes, by this way you satisfy your customers and clients which would be very beneficial to increase your business with that particular customer as well.

In general,here are more than one customer support services could be available to you.You could ask for the assistance request by ticket,livechat,or phone.

If the services your company provides target more than domestic market,moreover it is hard for you to provide multilingual service, outsource customer service will be much better and more profitable .

We don't outsource we hire our own staff.