Twitter     Facebook
Hosting Discussion
 

forgot password?



FORUM SUPPORTERS:

Reply


Old
  Post #1 (permalink)   08-24-2020, 08:15 AM
HD Addict
 
Join Date: Jul 2009
Posts: 168

Status: izumi777 is offline
Anyone host here using social media to support their clients? I am not quite a fan of social media but they are becoming popular that many of my hosting customers request support via Facebook, LINE, etc. Our hosting company has no choice but to support via Facebook messengers.

It's true that these social networks help marketing your web hosting business by feeding news and promotions to followers. However, supporting via Facebook is never easy. For general inquires, it is a fairly good platform but when it comes to specific support it is hard to verify the ownership of the account. Moreover, messages are not group in topics or categories as in support ticket system so it is hard to read, search and manage.

We are using WHMCS to manage our hosting services. I wish there were a plugin to integrate Facebook to WHMCS not just signing-in via Facebook but cover a full integration. Actually, you can integrate Facebook to Kayako and then integrate Kayako to WHMCS but it would be nicer to integrate Facebook directly to WHMCS. LINE is also a problem. There ain't any plugin for WHMCS to integrate with LINE or just login via LINE. Developing your own plugins for your hosting company is never easy as these social networks update their API frequently and you need to always keep your code up-to-date.

Any hosting business here has any problem with social media supporting ?
And how you cope with them ?
__________________
Hostneverdie : Thailand Reliable Hosting and VPS Services Since 2009.
 
 
 


Old
  Post #2 (permalink)   08-24-2020, 10:53 AM
HD Community Advisor
 
bigredseo's Avatar
 
Join Date: Aug 2015
Location: Omaha, Nebraska
Posts: 486

Status: bigredseo is offline
When I ran hosting, I never supported via Social Medai, and today, when I need help, I don't use social media.

We ran Live Chat on our servers 24/7, so there was always a way to reach out. That Live Chat was integrated with our billing (WHMCS) so as they typed, it would populate FAQ suggestions, and we could easily link to articles. Also, since it integrated with WHMCS, we could verify that the user was fully paid etc.

We used Kayako I think it was, and also LiveZilla for many many years.

Social media is good for answering a "do you support" type question, but the moment the person actually needs support, that should be taken out of the public eye and put into direct communication.

Similar with Forums. I'm all for how to type things, but if there's something specific with a particular account, that shouldn't be public information.

Today, while we offer design & SEO, we no longer provide a Live Chat type environment, and anything submitted on Facebook is quickly funneled into a ticket in our system.

At the end of the day, even if a user wants a specific thing, it's your job to funnel them into the correct support method for faster and accurate responses. 9 times out of 10, if you say "faster responses" or "accurate responses" they will have no problem moving over to the REAL support system.
__________________
Conor Treacy
Big Red SEO - SEO, Web Design, PPC Management & Training
ConorTreacy.com <- That's Me! ;)
I say it so often, I bought the domain! - MakeABackup.com
 
 
 
The Following 2 Users Say Thank You to bigredseo For This Useful Post:
Artashes (08-24-2020), SenseiSteve (08-24-2020)


Old
  Post #3 (permalink)   08-24-2020, 11:27 AM
HD Moderator
 
SenseiSteve's Avatar
 
Join Date: Mar 2009
Location: Saint Louis
Posts: 5,374

Status: SenseiSteve is offline
I, along with Conor, prefer not to share support over social media platforms. Privacy is a huge concern for most folks today.
__________________
Hosting Discussion
Rules | Blog | Showcase
Marketplace Rules
Always, always, always back up your data
 
 
 
The Following User Says Thank You to SenseiSteve For This Useful Post:
bigredseo (08-25-2020)


Old
  Post #4 (permalink)   08-25-2020, 05:42 AM
HD Wizard
 
easyhostmedia's Avatar
 
Join Date: Mar 2011
Location: Northumberland, UK
Posts: 6,118

Status: easyhostmedia is online now
When i was hosting if a client contacted me via Facebook Messenger I would ask them to open a support ticket.
__________________
Terry Robertson - CEO Niceday Media Limited
PowerSSL - - We Secure your World
The Scamlist Forum - Fighting against scammers
 
 
 
The Following User Says Thank You to easyhostmedia For This Useful Post:
bigredseo (08-25-2020)


Old
  Post #5 (permalink)   09-08-2020, 12:44 AM
HD Newbie
 
Join Date: Sep 2020
Posts: 10

Status: vinothananda is offline
Just create a social media page and add some candid reply to it.
When ever customer asks some thing it may regarding sales or support it will notify you.
For support use mail id system like (support@yourcomanydomain.com)
 
 
 
Reply

Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On