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  Post #61 (permalink)   08-13-2016, 11:08 PM
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Outsourcing support is not always the best choice. If you are not able to manage the support and your budget isn't all that great to hire an in-house support tech then outsourcing becomes quite a reasonable deal to work with.
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  Post #62 (permalink)   08-14-2016, 10:49 AM
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Originally Posted by serverbundle View Post
Outsourcing support is not always the best choice. If you are not able to manage the support and your budget isn't all that great to hire an in-house support tech then outsourcing becomes quite a reasonable deal to work with.
Second to this. Our support is in-house. It's not that we don't think outsourcing isn't a good idea it's more the fact that our customers feel more looked after by in house support. Another reason is for the accreditations we are applying for which requires servers and support etc to be in the UK.
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  Post #63 (permalink)   08-17-2016, 05:08 AM
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I personaly sleep with the support system sound wide open and then I wake up when it sound. This is hard but I have to.

  Post #64 (permalink)   08-17-2016, 08:15 AM
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Originally Posted by GoldenBeaverHos View Post
I personaly sleep with the support system sound wide open and then I wake up when it sound. This is hard but I have to.
I do the same.
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  Post #65 (permalink)   08-18-2016, 09:48 PM
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Now days 50-70 % hosting is outsourced and it is better to manage outsourced support instead of in house.

I am working for 10 years and sourced 4 -5 Big reputed hosting companies.

  Post #66 (permalink)   08-20-2016, 01:08 PM
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I actually like the idea of haveing humains available at night who could wake us up if a customer has a very serious issue. Any support ticket not set as urgent should not go to outsourced support and they should just be able to decide if it is worth waking us up or not or only answer questions when they are sure.

I've seen that there are some outsourcing companies that speak French but haven't actually gone into it yet as our customers are very understanding about not getting support at night (probably because the large French hosting companies often take 24 hours to respond or have support that can't answer any technical questions.

  Post #67 (permalink)   08-29-2016, 09:39 AM
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My one issue with outsourcing is quality control.

In our situation, we have other business lines other than our main web hosting brand that require supporting. So we've been able to pool resources over multiple business channels and projects. We also divide it across people located in Canada and Bangladesh. But the staff in Bangladesh are direct employees.

I always find that an actual employee cares more for your business and they can build relationships with your clients.

For small businesses or start-up's, I think it can make real sense to outsource initially. But most people can tell when they're dealing with an outsourced member of staff these days and it doesn't always leave a positive taste.
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  Post #68 (permalink)   09-07-2016, 04:36 AM
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We don't do outsourcing support. Level 1 & 2 issues via live chat and help desk can easily manageable, but up to Level 3 It requires more time to investigate the issues. If you don't have the technical folks in a team, you should hire the outsourcing guys. They can work according to your requires and I am not against to hire outsource technicians.

Here is the great article of Inc Magazine "How Remote Teams Are Becoming the Future of Work".
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Last edited by HostPace : 09-07-2016 at 04:42 AM.

  Post #69 (permalink)   09-10-2016, 01:35 PM
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I too started at the end of the 90's, actually 1998 to be exact. I have had 3 hosting companies, my 3rd one being now. The 1st company, I closed as neither my business partner nor me had time to run it, and he basically was using funds from the account without letting me know and I didn't know that he did that and overdrafted the account by $100, and caused financial issues and then he took off, leaving me to deal with it. Needless to say, I had to pay it out of my own pocket to make good with the bank and I fired him and closed the company.

Then the 2nd company, I had for over 15 years and then hired my brother-in-law to do work for me and he was working for me for a year and then he started doing things, not treating customer's right, doing shotty work and got us bad review after bad review and I would spend 10-12 hours a day, just doing damage control and it got to be overwhelming, but the time I resolved 1 issue, I had 3 more coming at me. It was a really, really bad experience and I resent him for it, and because he ran my 15 year old company into the ground and has us into the negatives and bad and worse column, there was no coming back, it was just happening too fast, so I had no other choice but to close the doors for that company and dissolve it.

Now.. I have learned my lesson, I'm going to continue like it was in the old days... and I'm going to be a 1 man show with my wife backing me and helping with billing, customer service, L1 support, etc.

With the 2 of us, we will do just fine.

My phone lines are open 24/7 and I try to stay in chat as much as humanly possible, even when I'm mobile, I have chat open on my phone and can respond to live chats there too.

I'm offering 24/7/365 support to my customers. My response time is usually minutes to 1-2 hours on average, depends on how busy I am and how many people I'm working with.

Furthermore, being the CEO of my company, I can do what I want, when I want and set my own pricing and make special deals as I seem fit.

If I ever, and I mean ever, outsource my support, I would first try to hire remote techs (that work directly for me first). If that didn't work, I would thoroughly check out the outsourcing company and would ask for atleast 5 references of their clients for me to contact to get their experience about the company. Then I would like to have a 30 day trial to ensure that we are a good fit together. I don't want to waste my money and time with a company that can't meet my needs.

I hope this helps. Let me know if you have any questions about anything I mentioned here or need me to clarify anything.

Good luck with your support offerings!

  Post #70 (permalink)   09-24-2016, 06:17 AM
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If you are going to oursource support , give a try with Its good application to monitor staff who is working remotely . Not a single thing they can hide

If you have development team you can build too like this. just to save amount for each user.

  Post #71 (permalink)   09-25-2016, 06:00 PM
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much depends on how many tickets received per day, if you can handle something, do not think you need the support of external support
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  Post #72 (permalink)   12-03-2016, 10:00 PM
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We do not outsource, we have our in house technicians, sometimes you will realize outsource hard to control and make things perfect.
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