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  Post #16 (permalink)   07-03-2014, 05:13 AM
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Quote:
Originally Posted by Alex - Arvixe View Post
I thought you were a one man shop? Do you outsource or find yourself waking up constantly throughout the night?

At Arvixe we're happy to offer our clients with 24 / 7 phone, ticket, email and chat support. After all, clients want to be able to reach out to you with their preferred method so we try to make as many available as possible.
yes one man shop, but if needed i will stay up all night to support clients with issues.
the server admins where we have our main server with will answer tickets within minutes.

i have a loud audio system set up so if a support ticket does come though in the middle of the night it will wake me up. This is only set up for support tickets from our clients.
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  Post #17 (permalink)   07-03-2014, 06:58 AM
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Quote:
Originally Posted by easyhostmedia View Post
yes one man shop, but if needed i will stay up all night to support clients with issues.
the server admins where we have our main server with will answer tickets within minutes.

i have a loud audio system set up so if a support ticket does come though in the middle of the night it will wake me up. This is only set up for support tickets from our clients.
Interesting setup with the audio system - Hopefully one day you will be in a position to remove that setup and have others cover the nights for you though I guess if it works for you, then why not.
 
 
 


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  Post #18 (permalink)   07-03-2014, 07:22 AM
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Quote:
Originally Posted by Alex - Arvixe View Post
Interesting setup with the audio system - Hopefully one day you will be in a position to remove that setup and have others cover the nights for you though I guess if it works for you, then why not.
always been a light sleeper and i can rest with only 2 hrs sleep be fresh as a daisy, so the system does not bother me.

i have had staff before from Gov training schemes so i can teach them how to run internet businesses etc. but the ones i have had have been nothing but trouble apart from 1 a few years back. i got this 17 year old girl, she was great with customers, so after 3 months i gave her control of one of my ecommerce sites, sop she dealt with customers and orders and it was working great, i was on the verge of offering her a full time job, but one day i have to go to a meeting and left her in charge of the phones etc. when i come back from meeting she was no where to be seen. i called her and her father answered and bluntly told me she would not be returning, which puzzled me, so i went round to her house to find out what was up. She was in floods of tears, but eventually i found out that one of my hosting clients had phoned up because their site was down and when she explained i was in a meeting the client blew his top and started swearing etc. at her. this had her in tears so she left and went home. i called the client their and then and asked him to explain himself and apologies, he just swore at me. so i told him to find himself another host and that his account will be closed when i got back to PC. it turned out his site was down due to him messing with settings. i tried to pursuade the girl to come back offering her a full time job on the spot, but she was too upset and would not accept, which i dont blame her. i contacted her a few weeks later to see if she was willing to come back, but she had found herself a new job. i wished her all the best and said to her if she wanted a few extra pounds then i could give her a few hours. she did do a few hours for a few weeks, but she then got the chance to go to the USA with her new job.
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  Post #19 (permalink)   07-24-2014, 11:22 AM
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Most big providers would prefer offering all three mediums. However, with each communication medium added it means addon cost for the provider with regards to staff, infrastructure and running cost. Support tickets is the cheapest and most effective medium for almost every host as there is clear communication record in tickets and cost involved for ticket support is less than any other medium.
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  Post #20 (permalink)   07-24-2014, 11:27 AM
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Most big providers would prefer offering all three mediums. However, with each communication medium added it means addon cost for the provider with regards to staff, infrastructure and running cost. Support tickets is the cheapest and most effective medium for almost every host as there is clear communication record in tickets and cost involved for ticket support is less than any other medium.
I agree tickets are the best not only giving a record, but can link to that clients account.

dont mind emails, but wont accept support requests over the phone as its harder to diagnose or get solutions across, such as explaining to a client how they can setup emails or flush DNS. in a ticket or email you can point them to a youtube video or prvide a link to instructions etc.
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  Post #21 (permalink)   07-24-2014, 02:12 PM
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I agree tickets are the best not only giving a record, but can link to that clients account.

dont mind emails, but wont accept support requests over the phone as its harder to diagnose or get solutions across, such as explaining to a client how they can setup emails or flush DNS. in a ticket or email you can point them to a youtube video or prvide a link to instructions etc.
I guess it really comes down to the systems you have in place. If you're with the default WHMCS help desk then yes, tickets are the best for keeping records as everything else becomes 'in another place' such as your live chat archives.

When you have something a little more advanced such as Kayako (what we use at Arvixe) tickets, live chat, phone calls etc are all recorded in 1 place so we're able to provide all 3 without any issues.
 
 
 


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  Post #22 (permalink)   07-25-2014, 03:31 AM
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WHMCS help desk covers all situations nicely, ticketing is the best way of communicating by far for hosts. You only need qualified and always ready tech support that can handle multiple tasks simultaneously.
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  Post #23 (permalink)   07-25-2014, 02:34 PM
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We offer 24/7/365 ticket, phone, and email support. Although technical support over the phone can be tough in certain instances we still find that a lot of customers prefer to reach a real person who is on-site with the server instead of sending an email first. Most instances though we will create the ticket for the customer after the call so that we both have documentation of the question/issue/request and can follow up accordingly.

Additionally we feature Zingaya on our website which allows customers to call in from any computer, tablet or phone that has a microphone. This is nice if the customer is overseas or just wants to place a quick call while surfing our website.
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  Post #24 (permalink)   07-29-2014, 04:06 AM
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Its always better to have the 24/7 model.As our clients are located on various time zones.Also value your customers with first priority.and reduce your response times !


Quote:
Originally Posted by webline View Post
When it comes to support, most companies offer 24-7 support. This of course can mean many different things. Is is 24-7 support over the phone or is it 24-7 support over ticket system or chat?

I tend to prefer ticket support myself. It gives me an opportunity to upload print screens, copy word for word an error I might be getting and generally explain myself better.

For me 24-7 support should be a combination of phone, live chat and ticket system. I just feel it works better this way. Any thoughts?
 
 
 


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  Post #25 (permalink)   08-06-2014, 11:47 PM
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I would agree, with the market as competitive as it is you need to have a range of communication for the customer such as phone, ticketing system and chat. A range of customers will tend to use phone as chat isn't the most utilized by customers.
 
 
 


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  Post #26 (permalink)   08-09-2014, 12:15 PM
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Live chat and support tickets.
 
 
 
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