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Hosting Discussion > Web Hosting Forums > Web Hosting Discussion > People search good hosting services rather than 24/7 phone and mail support
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  Post #16 (permalink)   12-19-2013, 05:43 PM
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When answering support tickets, I like to be as personable as possible. It's also pretty much expected to be honest and truthful when answering support tickets, or else it'll leave a bad reputation for you and your business
 
 
 


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  Post #17 (permalink)   01-10-2014, 05:23 PM
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Telling lies as a host is never a good idea. Firstly you never know how technical the customer is, and if you tell too many fibs you will never remember them and so in time give inconsistent responses.

I know when my upstream providers are bull****ing, and I believe the majority of my customers would see through any lies if I chose to fib.

I always like to state after a fix, what the problem was, what we did to fix it, and what we have done/or are still doing to ensure that the problem does not happen again.
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  Post #18 (permalink)   01-11-2014, 06:37 AM
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Quote:
Originally Posted by romes View Post
But, that I find is rude. I would rather have "Hello, my name is ... and I will be checking in on the problem. At the moment I am not sure what is wrong but I will take a look at get back to you. "

I'd rather have the truth than "Hello, we're looking into the problem" It feels automated and robotic.
You are absolutely right BUT on anyday I would rather have that "rude" answer than no answer at all. OR worse still is that sweet response that promises to get back to me and actually never does.
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  Post #19 (permalink)   01-23-2014, 08:54 AM
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Originally Posted by 2funhosting View Post
Now a days most of the hosting company provides 24/7 support by live chat and ticketing and its a great thing. but sometimes they make a mistake like sometimes they do not listen to the customer problem carefully and they respond like " we are checking this". Don't respond like that. Check the customers exact solution give your best otherwise customer may leave you or may give bad review to your company.

Thank you.
When asnwering " we are checking this" they want to inform you out of courtesy that your ticket was assigned to someone already and that they are already working on your situation. Of course, after solving the problem, they need to come back with a confirmation that the problem was solved and provide you with more details.
 
 
 


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  Post #20 (permalink)   01-23-2014, 12:37 PM
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Sorry, I meant the host should always reply, but with the truth. I don't condone not replying as that is even worse. A reply should be given as fast as you can get to it but with the truth and not with an automated response.
I totally agree with you there! Not answering tickets etc and automated responses does not help put customers at ease. We generally have a rule where all tickets are looked at and replied to within one hour.
 
 
 


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  Post #21 (permalink)   02-04-2014, 02:54 PM
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Customer feedback is welcomed by us and helps us to improve services and increase customer satisfaction however clients are welcome to not give any feedback at all. As for replying to customers / tickets ... I would rather answer the client politely and give as much information about the situation as possible rather than receiving many more further tickets due to confusion etc.
 
 
 


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  Post #22 (permalink)   03-18-2014, 04:27 AM
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Has a client of other companies - not only hosting - I would rather having them saying that they are checking into it (and actually checking!) that just having no reply. So that is what we do to our costumers, alert them that investigating
 
 
 


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  Post #23 (permalink)   03-26-2014, 08:46 AM
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Hard Work + Quality = Good company? Maybe..

Ya you were right maybe some companies provide chat support and just leave some sort of unresponsible replies.

But major companies dont do that so.... if you find one like that just leave them because it wont help you after too. After you buy hosting with them...
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  Post #24 (permalink)   03-31-2014, 04:10 AM
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Having live support available 24/7 is the first sign showing your service quality. Your ads may promise heaven on Earth, but if your knowledgebase is a mess or your support team is constantly unavailable - do not expect visitors to become customers. Service should start well before ordering the pacjage and must continue long after payment has been made.
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  Post #25 (permalink)   05-13-2014, 10:05 AM
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I agree to this completely, however you have to consider some companies do recieve a alot of tickets/concerns and might get it mixed up so you have to of course allow time. However as you stated ''Like A B C'' has to be top quality, yes i agree but we are all humans we do make mistakes
 
 
 


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  Post #26 (permalink)   05-13-2014, 11:28 AM
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Quote:
Originally Posted by Jayseanp View Post
I agree to this completely, however you have to consider some companies do recieve a alot of tickets/concerns and might get it mixed up so you have to of course allow time. However as you stated ''Like A B C'' has to be top quality, yes i agree but we are all humans we do make mistakes
I tend to disagree. When you provide a proffesional service, you cannot say "we are all humans, we make mistakes".
Hire a contractor to fix your roof, the guy spends the week and charges you pretty penny for it. Next storm and the roof is leaking and he says "Oh, I am sorry. I am human, I make mistakes". Will you accept it?
A guy from the support team making a mistake is a warning, second one and he is out.

Customer Service is Nr. 1 priority always as this is the thing that makes your brand name stand out. Mistakes are for amateurs.
 
 
 
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