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Reseller Hosting - 24 Hour Toll Free Phone Support and why you need it.
Have you ever found yourself unable to receive your email or bring up your website at 1am on a Sunday morning and your only recourse is to submit a support ticket to your host and wait up to 24 hours for a reply? Is that any way to run a business? What if you've signed up for a reseller hosting plan with this host? Can your customers really afford to wait? Yet, that is the way a great many web hosting businesses function these days, as it has become an unfortunate but acceptable way of doing business in the web hosting industry.
Obviously it's much cheaper to simply reply on a web based ticketing system or email. Web based systems and email based technical support are a critical part of any hosting company's technical support operations.
In some cases, a client may simply need a password reminder or need help with a piece of code that's best served by sending actual text to the client. Also there are some cases where the support request is simply not that urgent and the client can afford to wait up to 24 hours for a reply.
But let's return to that Sunday morning crisis again. You're just about ready to turn in for the evening, when you start to receive a flood of urgent emails from your customers telling you their sites are unreachable.
What can you do now? You can submit a ticket to your hosting company's help desk and just hope that someone will see it and jump on it right away, but you're basically operating blindly, dead in the water and at the mercy of some web based ticket queue. It's not going to be a fun night.
Or how about this example. What if one one of your clients is having some strange intermittent email issue that you're unable to diagnose and resolve on your own. You need to contact your host to figure this one out. So you submit a ticket describing the issue as best you can. Even in a best case scenario, where your host guarantees a response in under an hour, you get a reply back from the tech asking for the name of the POP account in question. You reply back with that info and 45 minutes later, the tech replies back asking for the IP address that your client is connecting from. You get the picture. Hours going back and forth with some overworked tech who's trying to resolve a dozen issues all at once right now. It could take all night before your issue finally gets resolved.
Imagine now, the same scenario, but instead of using the ticketing system, you can just pick up the phone at any time of the day or night and reach your hosting company's tech support department via a toll free 800 number. Within a matter of minutes, you've explained the situation in detail to the tech and he has offered a solution. Your customer is back in business and you can get on with your life. It's a beautiful thing.
While a web based ticketing system is an important aspect of any hosting company's technical support department, providing 24 hour access to a toll free 800 number is just as important. If your customers rely on you for their online presence, then access to 24 hour toll free phone support is absolutely critical.
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