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

Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > Making your customers happy is the key to success. Here's a few tips.
forgot password?



Reply


Old
  Post #16 (permalink)   05-17-2011, 07:35 PM
HD Addict
 
Join Date: Feb 2011
Posts: 223

Status: ServerSea is offline
Personally, I would not be comfortable with a host taking more than 30 minutes to post their answer in a ticket.

What do you guys think about it?
__________________
ServerSea – Low Cost High Quality Web Hosting & Designing
Domain For Life– 99.9% Up time – Super Fast Servers – Backups – True 24/7 Support
Money Back Guarantee – Special Discounts – Unlimited Downloads
http://www.serversea.com
 
 
 


Old
  Post #17 (permalink)   05-19-2011, 02:14 AM
HD Addict
 
NobleCloud's Avatar
 
Join Date: Feb 2011
Location: Exeter, UK
Posts: 115
Send a message via MSN to NobleCloud

Status: NobleCloud is offline
I totally agree, from a customers point of view.
However, as a hosting providers point of view this can sometimes be difficult when you have to answer queries from customers in different timezones. For them it could be lunchtime, but for you it could be 3am. And you could be asleep?! That's when things get a little tough.
 
 
 


Old
  Post #18 (permalink)   05-25-2011, 09:52 AM
HD Newbie
 
Join Date: Oct 2009
Posts: 35

Status: VirtualSRV is offline
Interesting reading.
 
 
 


Old
  Post #19 (permalink)   05-25-2011, 07:26 PM
HD Newbie
 
Join Date: Nov 2003
Posts: 31

Status: idologic_dh is offline
Quote:
Originally Posted by ServerSea View Post
Personally, I would not be comfortable with a host taking more than 30 minutes to post their answer in a ticket.

What do you guys think about it?
It really depends on the question though; if it's something straightforward, sure, shouldn't take long. But what if they are asking "why does script XYZ not run" and you go into the code, point out the issue to them, etc.? I've done that on a slow day and debugging can take a bit.
 
 
 


Old
  Post #20 (permalink)   05-26-2011, 03:15 AM
HD Addict
 
NobleCloud's Avatar
 
Join Date: Feb 2011
Location: Exeter, UK
Posts: 115
Send a message via MSN to NobleCloud

Status: NobleCloud is offline
Quote:
Originally Posted by idologic_dh View Post
It really depends on the question though; if it's something straightforward, sure, shouldn't take long. But what if they are asking "why does script XYZ not run" and you go into the code, point out the issue to them, etc.? I've done that on a slow day and debugging can take a bit.
That is a very valid point.
I had a customer contact me once asking me how to install Dolphin social networking script on his website.
I managed to help him with the issue, but it took me some time (about an hour...which is longer than my normal service time). Simply because I had never heard of this script before. Well you learn something every day.

Nevertheless, you're quite right. It does depend on the issue.
It's best to say that your "average" response time is (response time here), rather than to say we "always" respond in (response time here).
 
 
 


Old
  Post #21 (permalink)   05-26-2011, 04:53 AM
HD Addict
 
Join Date: Apr 2011
Location: Varna, Bulgaria
Posts: 100

Status: rds100 is offline
The "normal" response would be different for different types of tickets. I.e. for sales/billing related ticket the response time is usually longer, as these departments are usually not staffed 24/7. For support/technical issues though response should be quick.
Especially if the problem is causing interruption of service for the user.
 
 
 


Old
  Post #22 (permalink)   05-26-2011, 08:26 AM
HD Newbie
 
Join Date: Nov 2003
Posts: 31

Status: idologic_dh is offline
Agreed, if the site is down, that should be classified much more urgent than a billing question.

We leave the classification up to the individual requesting support, so some times they classify everything as "urgent", but, when we explain the difference between what should be considered "urgent" and what is not, then it works out allright.
 
 
 


Old
  Post #23 (permalink)   05-30-2011, 05:22 PM
HD Addict
 
NobleCloud's Avatar
 
Join Date: Feb 2011
Location: Exeter, UK
Posts: 115
Send a message via MSN to NobleCloud

Status: NobleCloud is offline
Yes. Very true.
A live chat service would be best if people need urgent support.
It's also great for sales and pre sales queries.
In fact, it's great for everything.
 
 
 


Old
  Post #24 (permalink)   05-31-2011, 12:47 AM
HD Newbie
 
Join Date: Jan 2011
Posts: 29

Status: jolihost-ngwh is offline
Nice tips. A live chat shall be used for urgent support!
 
 
 


Old
  Post #25 (permalink)   06-02-2011, 05:56 AM
HD Newbie
 
Join Date: May 2011
Posts: 22

Status: Midpulse is offline
Yeah, I think everyone really nailed the 24 hours as a red flag. Great job with your other tips though.
 
 
 


Old
  Post #26 (permalink)   06-02-2011, 09:29 AM
HD Addict
 
NobleCloud's Avatar
 
Join Date: Feb 2011
Location: Exeter, UK
Posts: 115
Send a message via MSN to NobleCloud

Status: NobleCloud is offline
Quote:
Originally Posted by Midpulse View Post
Yeah, I think everyone really nailed the 24 hours as a red flag. Great job with your other tips though.
Yes the 24 hours was a bit excessive.
 
 
 


Old
  Post #27 (permalink)   07-09-2011, 04:28 PM
HD Guru
 
Join Date: Apr 2009
Location: Sheffield, UK.
Posts: 574

Status: HostOX is offline
Support really is key, we grew at rapid rates due to customers so happy with our support, we aim for 5 minute responses, most are in 3 minutes, no matter what time of the day or night it is, and the clients all back this up!

Now that was the key to our success aswel as a solid service of course

But agree with the thread, only don't agree with 24 hours, dam, if my server is down due to network issues and I don't get a response in 20 minutes, I am moving, end of!
__________________
HostOX | Hosting Built on Consistency, reliability and strength.
 
 


Old
  Post #28 (permalink)   07-11-2011, 07:16 AM
HD Addict
 
Join Date: Sep 2009
Posts: 112

Status: 24khost is offline
Well response time to a ticket can be faxed with auto replies, initial response could be immediate and then the host can say well are inital response was within 5 minutes so that all goes out the windows with tickets. But actuall response of the issue being fixed, depending if the webhost is actually a server admin or just a owner with a fully managed server and has to wait on his host. Or he has 3rd party support.
__________________
*~ Shared,Reseller, and Cloud VPS Provider 24Khost.com ~*
*~ Birchtreelane.com - Crafts, Gifts, Antiques ~*
*~ Black Friday Deals Still Going Deals
 
 
 


Old
  Post #29 (permalink)   07-11-2011, 02:07 PM
HD Newbie
 
Join Date: Jun 2011
Posts: 37

Status: veoloo is offline
I wanted to make a suggestion on the part of knowledgebase articles, etc...

People love to watch videos. There's a little bit of a learning curve for people using our control panel, so we've planned to make approximately 50 YouTube videos on how our control panel works and tutorials for things like "Adding FTP Accounts".

This is something that all hosts can do, and it's especially useful if you don't run something mainstream, but even mainstream control panels lack video tutorials that have been branded by the host.
__________________
Veoloo - Enjoy the Difference
Grid Hosting - $10/month
24 Hour Ticket Response Guarantee, Load-Balanced Servers, Weekly & On-demand Snapshot Backups
 
 


Old
  Post #30 (permalink)   07-14-2011, 03:33 AM
HD Guru
 
Join Date: Apr 2009
Location: Sheffield, UK.
Posts: 574

Status: HostOX is offline
Quote:
Originally Posted by 24khost View Post
Well response time to a ticket can be faxed with auto replies, initial response could be immediate and then the host can say well are inital response was within 5 minutes so that all goes out the windows with tickets. But actuall response of the issue being fixed, depending if the webhost is actually a server admin or just a owner with a fully managed server and has to wait on his host. Or he has 3rd party support.
Well it isn't auto replies and if it was it would be the exact time for every time, or within that exact time frame due to crons.

But when you get Staff members (selections of them) replying to tickets, it proves it is not automated, if it was, it would be a stupid reply.

It is normal to let them know you are checking the issue or to start the conversation with them, it depends what the ticket is about.
And yes, you get the idiots, let me forward this to admin, that is a good one to say it is 3rd party or a bunch of morons being paid just to speak.

That, I hate.
__________________
HostOX | Hosting Built on Consistency, reliability and strength.
 
 
 
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: