Okay, I'm pretty sure this topic has been talked about but I didn't want to go bringing up old threads so I thought I would address this here.
Personally it is my belief that outsourcing support is never good for the image of a web hosting business. You see, those you outsource are not loyal employees. They work for an umbrella who offer their services to every host possible. This creates friction as those who work for this outsourcing group could quit and you may find yourself without support one day and you'd need to discuss with them about finding a replacement. Further, some companies go as far as rotating staff who work for you. This fails to create a bond of trust with client and company and from my experience this leads to consumer questions of "Does this company have a revolving door of staff? What's the issue here?"
I have always believed that it is important for a company to have it's own staff base and to establish a positive long lasting rapport with their consumers. This allows for better growth and higher odds for maintaining your clients.
Personally it is my belief that outsourcing support is never good for the image of a web hosting business. You see, those you outsource are not loyal employees. They work for an umbrella who offer their services to every host possible. This creates friction as those who work for this outsourcing group could quit and you may find yourself without support one day and you'd need to discuss with them about finding a replacement. Further, some companies go as far as rotating staff who work for you. This fails to create a bond of trust with client and company and from my experience this leads to consumer questions of "Does this company have a revolving door of staff? What's the issue here?"
I have always believed that it is important for a company to have it's own staff base and to establish a positive long lasting rapport with their consumers. This allows for better growth and higher odds for maintaining your clients.