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  Post #1 (permalink)   03-02-2016, 10:15 PM
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Who has used 3rd party outsourced help desk support services, and how did it work out for you?
 
 
 


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  Post #2 (permalink)   03-03-2016, 08:37 AM
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I haven't used any before, I've seen mixed reviews about going this route.

Personally I believe it will harm a business rather than benefit it.
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  Post #3 (permalink)   03-03-2016, 01:12 PM
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For a small business you will need more closer support that outsourced support will not offer. However for much bigger providers outsourcing my come in handy. Its important to have a very comprehensive knowledgebase before you head for outsourced support. Many times the knowledgebase will be the reference point for the support advisors.
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  Post #4 (permalink)   03-03-2016, 01:48 PM
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bobcares will be good for outsource support.
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  Post #5 (permalink)   03-03-2016, 01:57 PM
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If you still have a small client base and you have the techinical know how, I would advise you hire some support advisors in house to give you a hand but not outsource but if your support need noes beyond 7 support advisors every 6 hours then you may outsource.
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  Post #6 (permalink)   03-04-2016, 09:08 AM
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OSTicket will be a best Option
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  Post #7 (permalink)   03-04-2016, 12:11 PM
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Quote:
Originally Posted by UltratechHostS View Post
OSTicket will be a best Option
OP didn't ask recommendation for HelpDesk software.
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  Post #8 (permalink)   03-04-2016, 12:31 PM
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Quote:
Originally Posted by UltratechHostS View Post
OSTicket will be a best Option
I think you got this thread wrong. Besides if I had to choose between OS ticket and the in built ticketing for WHMCS am sure you know what I would choose and that is what we use WHMCS support system
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  Post #9 (permalink)   04-25-2016, 11:05 AM
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We don't use them, but I can see they can be useful as a leg up early on before you hire more real/local people to fill your roles.
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  Post #10 (permalink)   04-25-2016, 05:46 PM
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As far as I know a dedicated team is quite expensive and you might end up giving all your profit on support. While a shared one is cheaper, you would have problems with availability and it might damage your brand in the end.
 
 
 


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  Post #11 (permalink)   04-26-2016, 04:56 AM
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Quote:
Originally Posted by morph View Post
Who has used 3rd party outsourced help desk support services, and how did it work out for you?
It depends on the team you choose. There are good support service providers and there are poor performers like in every field.

In some cases your hosting provider can offer support for your clients as well
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  Post #12 (permalink)   06-10-2016, 02:48 AM
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you can check with live help messenger, Its user friendly and comes with more features like, save chat, mail conversation to client, you can even track the visitors, number of visitors and their IP addresses and etc.
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  Post #13 (permalink)   06-13-2016, 10:34 AM
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There are 1000's of companies providing outsourcing support and each ones plans will be different and you may need to match them with your needs and should choose the most suitable one. Or try to contact them and check for any custom quote as per your need
 
 
 


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  Post #14 (permalink)   06-17-2016, 05:43 PM
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Quote:
Originally Posted by morph View Post
Who has used 3rd party outsourced help desk support services, and how did it work out for you?
Basically in market many freelancers and outsourced company present, who provides support for web hosting clients and they are doing well for first few months only. You need to test the companies quality instead of looking freelancers because companies having good infrastructure as compare to freelancers.

Are you looking to outsource ticket system support and live chat support or only ticket system support?
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  Post #15 (permalink)   06-17-2016, 10:41 PM
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Never used it my self, But have had other people say not so good things about it.
 
 
 
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