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  Post #16 (permalink)   11-09-2012, 02:06 AM
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Originally Posted by easyhostmedia View Post
So how can having a client wait while you pass them onto a L2/L3 support agent provide a better overal support system than having 1 member of staff that can answer any sales L1/L2/L3 questions.

also 1 member of staff compared to 1 sales + 1 L1 + 1 L2 + 1 L3 staff members is surely saving money
This is for large organizations. That's because no organizations can afford all L3 staff. The cost of 1 L3 staff might equate to the cost of 2 or more L1 staff.
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  Post #17 (permalink)   11-26-2012, 11:46 AM
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Practically the same as what you've listed really.

Level 1 - Answering general queries and helping to resolve some general issues which could be fixed by the client themselves. Answering sales questions. Also offering advise on how to set things up or installation issues. Assigning tickets to higher levels of support if Level 1 can't deal with them.

Level 2 - More knowledge, assisting with changing plans, and the same as above.

Level 3 - Administration, server fixes, account issues, invoice issues etc. Plus all of the above.

I think it's good to have different levels of support, means tickets can be assigned to the more appropriate and correct members of staff.
 
 


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  Post #18 (permalink)   11-26-2012, 05:14 PM
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Quote:
Originally Posted by Criot View Post
Practically the same as what you've listed really.

Level 1 - Answering general queries and helping to resolve some general issues which could be fixed by the client themselves. Answering sales questions. Also offering advise on how to set things up or installation issues. Assigning tickets to higher levels of support if Level 1 can't deal with them.

Level 2 - More knowledge, assisting with changing plans, and the same as above.

Level 3 - Administration, server fixes, account issues, invoice issues etc. Plus all of the above.

I think it's good to have different levels of support, means tickets can be assigned to the more appropriate and correct members of staff.
account issues, invoice issues should be handled by Billing staff and not support staff.

but i think it is best if you have 1 line of sales/support as sales staff should know all about the services/systems they are selling.

so if you can have staff that are trained in sales/L1/L2/L3 this saves time clients are waiting.

i.e. a client submits a ticket to support as they have a major site issue.
1) ticket is first answered by L1 and client gets "we have your ticket and passing this to L2 please wait"
2) 20 mins later client gets reply from L2 " sorry we need to pass this to L3 please wait"
3) another 20 mins L3 contact client to go through a solution.

so client has waited 40 mins after being passed around before getting to someone that can help them.

but if all your staff are trained in all support levels and sales then the client would get someone who can help straight away
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  Post #19 (permalink)   12-03-2012, 03:09 PM
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Hello HD,

We actually operate on a simple escalation process depending on the situation. We strive to provide our clients with a world class experience, along with quick responses giving them the piece in mind that we are on it.

===
General Support Department
- All tickets originally are opened within this department where Level 1 technicians will begin working on the task at hand. Typical response times are 10 minutes from receiving the notification. These technicians will work on cPanel requests, or answer general questions or concerns relating to their service (bandwidth questions, power consumption, etc).

Support Escalations (Level 2 & 3)
- All tickets relating to a service with no panel, or if the ticket has been in queue for more than 45 minutes will be escalated to this department where our Senior Administrators are able to solve the tasks at hand.

Management Escalations
- This department is reserved for all client escalations (I would like to speak with a supervisor/manager), or relating to billing credits, etc. If the client has an un-managed service, the ticket is designated to the sales department, only if the requests is not relating to hardware/bandwidth relations.
===

That is a little bit about our structure, hope this helps some new up and comers with their future businesses.

Thanks,
Tanner Gettis
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  Post #20 (permalink)   12-04-2012, 10:40 AM
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We basically keep 2 levels,

1- Deals with client issues which include up to settings on servers (some real 'level 3' stuff)

2- Deals with accounts and billing. Moves the company money around.
 
 
 
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