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  Post #16 (permalink)   06-20-2016, 04:02 AM
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Is there a reason why you won't hire local staff?
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  Post #17 (permalink)   06-27-2016, 10:43 AM
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As a startup the cost of hiring a staff will be prohibitive. It can be more cost effective to outsource some services such as tech support. However, the problem you run into is controlling the ticket times and quality of service provided.

As was mentioned by Jake from Innohosting earlier there are hosts that provide end user support free. However, again do your homework. Some provide excellent end user support such as Innohosting and their track record proves it from their reviews. Others you should test first.

Bobcares is one of the bigger ones, but have never used them. Prices from each varies as well. So you will need to determine the budget you have available if you decide to go the route of third party support.
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  Post #18 (permalink)   07-01-2016, 12:25 AM
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Is outsourced support worth it? Sure
You need to do some pretty in depth research though, to find out what is going to work for you.
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  Post #19 (permalink)   07-21-2016, 03:54 PM
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Years ago, we had looked at outsourcing some of our web hosting support to a support company - after 24 hours, we terminated the relationship. That company went out of business in 2010/2011 I think.

We went the route of hiring individuals however and that worked out just fine. Most of our staff were actual employees, which meant taxes in multiple states, but it was better for us overall. We did utilize two contractors for support and we had no issues there either. They were with us for probably 3 years until I sold the company.
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  Post #20 (permalink)   07-21-2016, 04:52 PM
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Honestly - outsourcing will work fine so long as whoever you are outsourcing it to is competent and reliable.

We outsource our Accounting to a local accounting firm - we outsource our Payroll to Gusto.

Do we have support staff on-hand with a third party company for any times we can't cover / if we become overwhelmed / etc ...? Yes.

It makes a huge difference who you are, how much you pay them, and how close you watch them to ensure they are following your company policies and providing your customers support in-line with what your customers expect.

There's nothing inherently wrong with outsourcing so long as you don't just expect to hire them, let them handle everything without any oversight, and for things to remain quality in the long term.

I mean technically companies that hire staff as 1099 Contract Employees are outsourcing their support to a lot of individuals.
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  Post #21 (permalink)   07-23-2016, 05:17 PM
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If you outsource your support to a company and that company is trust worthy and good at their work, then you can sit back calm and just concentrate on billing and marketing and can build some good reviews. Hiring individual techs is similar to getting a dedicated team from a company and will cost more than a dedicated team depending upon the country from which you hire the people.

If you hire individuls, you need to take care of the OFF / Leaves of those people and there also you need to hire minimum of 5 techs to rotate them in 3 shifts and managing such a thing will be a tough tasks. But for a company, they will have surplus staff and can manage those leaves and offs without any issues

  Post #22 (permalink)   09-10-2016, 12:45 PM
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We have never outsourced and probably never will. I have had a partner twice in business and it's always a BAD idea, the 2 times it happened, it's forced me to close my businesses, because of one reason or another. I've now started fresh with a new business venture, a new outlook and I'm on a roll, all on my own, atleast for a while.

You just can't find anyone that is trustworthy or dependable, as something is going to happen and they are going to mess you up in one way or another.

Don't outsource your support, provide support to your own customers. If you can't do 24/7/365 support, offer support during set hours for your customers and let them know when you will be responding to tickets, live chat and phone calls or however you offer your support.
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