|Support Channel||Phone support|
Bobcares presents 24x7 USA based Tier 1 Tech support for WebHosts and ISPs. Take advantage of our Global model which enables you to use a combination of Phone support in US and Tech support experts in India to provide a complete and seamless support solution for your customers.
At the Bobcares Phoenix facility, your customers get connected to American Customer Support Representatives well versed in English and Spanish. They are experienced and trained to render service for all Tier 1 technical queries that your customers might have. The second and third level support is managed by experienced Engineers in Bobcares India center. This model ensures that your customers have a seamless American interface and cost effective Engineering expertise.
Phone support FAQ
Are the phone support staff US citizens?
Yes, they are. They work in the Bobcares Phoenix office. You can test our phone service by calling 602-288-9145.
Will you be offering phone support incoming only or both incoming and outgoing?
Primarily the phone support is incoming. However, the Customer Service Rep may call back if the customer has asked to call back or to give updates to the customer. There is no extra charge for outgoing minutes within the United States. In case outgoing calls have to be made to customers outside the US, extra international phone charges will be applicable.
Will each company you support get a dedicated telephone number?
Yes, once you sign up with us, you get a dedicated phone number which you can advertise as your support number. You get access to the phone records and can see the call lists and call durations as well.
Can I monitor the minutes used ?
You get access to the phone records and the durations. At any time of the month, you can see the minutes used and the call lists.
What happens if I have unused minutes in any current month. Can I carry it over to the next month ?
Unused minutes cannot be carried over to the next month.
We would encourage you to take a plan that is slightly over your current requirement. Besides being cheaper per minute, you can be safe in the knowledge that there are sufficient minutes to take care of your customers needs.
To help you make the decision, you will have access to a call monitoring system which will let you know the used minutes, call durations and the call lists.
Can I upgrade or downgrade my phone plans ?
All plans can be upgraded or downgraded effective from the next billing date. Our billing dates are on the 1st of every month.
I understand Bobcares provides me with a dedicated Support phone line. But I want a toll free number for my customers. Is that possible?
Yes, Bobcares can setup a dedicated phone line number and a Toll free number. There is an extra charge of 5 cents a minute for Toll free number usage. The toll free number will work only within US and Canada.
What happens if I have international customers?
There is no extra charge for incoming calls from international customers. In case outgoing calls have to be made to customers outside the US, extra international phone charges will be applicable.
Can your phone support agents deal with sales or pre-sales calls if I sign up for a phone support plan?
Certainly. Our agents are intimately familiar with the kind of packages and features that are offered by Standard Web Hosts. Yet, No two companies are the same and we expect that agents may take a couple of days to familiarise with the specifics of your company's offerings.
What would your standard phone greeting be?
Our Tier 1 support team's greetings are customized to your company's response. Our Customer Service Rep will know the Company he/she will be taking the call for, before the call is taken. This ensures total transparent support.
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