Help Desk Support
*Statistics based on 68,000 tickets in the month of June 2014.
The customer is the center of any business. Lightning quick support that treats its customer well, is the only way to maintain a happy customer base that spreads the word around and grow your business. But how can you compete with large businesses that already have well entrenched 24×7 support system? Well, that’s where we come in.
Bobcares uses your helpdesk system to support your end customers, helping you maintain a 24/7, responsive and expert support channel. 97% of tickets we handle actually are resolved within the first 60 minutes – with an average response time of 23 minutes.
Help desk support features
24/7 emergency administration
We maintain service uptime/quality by promptly restoring failed services, mitigating server load, fixing security issues, etc.
Service configuration assistance
With detailed step-by-step assistance, we help account owners setup or troubleshoot their online services.
Service performance assistance
When a performance issue is reported, we quickly find the bottleneck, and restore the service quality.
Account security assistance
We help account owners quickly recover from an attack, and restore domain reputation.
Crash recovery assistance
We assist account owners restore lost data through database repairs, mail box repairs, backup restores, etc.
Account setup and migration
We help new account owners quickly setup their services by providing detailed step-by-step assistance.
Wide range of expertise
First contact resolution (FCR)
We aim to resolve all issues with the first response, and our team consistently achieve an FCR of 75%.
Quick response and resolution
We resolve 97% of tickets within the first 60 minutes – with an average response time of 23 minutes.
Account subscription support
We help your customers renew their services, upgrade their accounts, and help them choose the right service features.
We learn all aspects of your business so that every potential customer gets a clear answer for their pre-sales queries.
How we work
How quality is assured at Bobcares
- Customer sends an email to firstname.lastname@example.org which gets forwarded to your ticketing system.
- A notification e-mail from your ticketing software triggers an alarm in Bobcares internal system.
- Within an hour, the Engineer in your team responds to your ticket, if it can’t be resolved straight away.
- All tickets are resolved within 6 hours. In most cases, resolutions happen within 90 minutes.
- All responses and resolutions are made via your ticketing system to ensure transparency. Should any sales queries come in, Bobcares engineers will escalate these to you or your designated sales staff, in cases where the team cannot handle it.
- Bobcares Quality Manager and a team of Quality Analysts check through hundreds of tickets every month to make sure that all tickets follow our Minimum Quality Standards.
The Bobcares advantage
24/7 support availability
Lights are always on at Bobcares. Be it a holiday, a weekend or the middle of the night, your customers get prompt assistance from a friendly support engineer.
White label support
All customer support queries are routed through your help desk, and your company’s style of working is followed to achieve total integration with your support process.
Bobcares Quality Manager and a team of Quality Analysts check through hundreds of tickets every month to make sure that all cases follow our Quality Standards.
Stringent information security
Your customer and server information is sensitive; which is why we protect them using the strictest security standard in the industry – ISO 27001:2013.
The Bobcares help desk support team is made up of Computer and Electronics Engineers with years of experience in server management and technical support.
When your customers need assistance, they expect a human to help them, which is why we do not use any canned responses. We address each support query with personalized replies.
Friendly, patient support
Bobcares techs are trained to understand the customer’s state of mind. We build customer confidence and loyalty by giving each customer a patient ear and walking them through the solution.
Frequently asked questions
2. I am interested in using your help desk support services. I would like to have the ability to see all tickets and responses to tickets. Is this standard with your service?
3. Can you list the Help desk software that Bobcares supports?
4. I have a custom control panel provided by my data center. Would you be able to support it?
Shared hosting help desk support plans
Unlimited Help Desk Support Plan - For 24/7 support
$25.00 Setup Fee As low as: $179.00
So, you have established your business, and are now focused on rapid growth. Bobcares can be a perfect partner for your growth phase. While you keep adding new clients and new servers, we can take care of your customers with our commitment to support unlimited tickets per server. With fully white labeled and quick support, your customers will know they have made the right choice in signing up with you.
Sleepwell plan - For night time support
$25.00 Setup Fee
Web hosting is a competitive market, and we know that, irrespective of the time of the day, you feel compelled to take that support call. With Bobcares taking care of your night time support, you no longer have to spend sleepless nights, or miss your kid's school game. Let us know when you want us to step in, and we will keep your customers happy.
Startup plan - For shared hosting startups
$25.00 Setup Fee
We understand the pains of establishing a business. We know all about those un-certainties, trade-offs, and above all, the shoe-string budget that you run on. We want you to grow big, and that is why we have created this plan for you. We give you high quality support at a discounted price, for those critical first 100 customers who form the foundation of your business.
Reseller plan - For shared hosting resellers
$2.00 /hosting account per month
$25.00 Setup Fee
In reseller web hosting, customers can be attracted by a feature rich control panel, competitive value added services, etc. But it is only through consistent high quality support that customer loyalty can be achieved. Bobcares provides this critical capability in reseller web hosting, so that you can focus on growing your business, and not spend your time fire fighting support issues.