24/7 hosting support – 3 reasons why your web hosting business needs it
Do I really need to offer 24/7 hosting support to my customers? Can’t the tickets wait till business hours when my staff gets back to office? – Web hosts often face this dilemma, especially during the initial business setup.
The best way to make a decision is by tracking the ticket flow trends. In our role as Outsourced web hosting Support for web hosts, ticket flow trend is a metric that we constantly monitor.
A key parameter that we often pay special attention is the volume of tickets generated in non-business hours. Other two major criteria we consider, are the costs incurred and the growth prospects.
Here, we’ll see our analysis regarding these 3 key points and why we recommend that you DO need to provide a 24/7 hosting support desk for your customers.
1. Ticket volume during non-business hours
Let’s start with the numbers. Non-business hours receive about 15% to 20% of the total ticket volume. This is quite a significant portion of the support traffic. It shows that at least 15% of your clients expect the support to be online at all times.
If you have customers spread over different geographic areas, this percentage can go even higher. Owing to the growing competition in the industry, majority web hosts are now providing 24/7 support, and you wouldn’t want to lose out there.
Looking at the support category break down, 20% of the non-business hours tickets are server alerts. These notifications are usually urgent in nature – i.e, if you do not act on it immediately, it can even incur a service downtime.
It is paramount that a live person be present to monitor these alerts, and take necessary immediate action to avoid a service deterioration. The rest 80% of tickets include website troubleshooting, backup configuration, fixing mail problems, etc.
Arguably, these issues can wait till business hours. But they do represent a significant portion of web masters who prefer to do their site maintenance post business hours. Not supporting them at their convenience, would inevitably push them to your competitors.
[ Is your support really live? Don’t lose your customers to delayed support. Hire our hosting support experts to maintain your support desk 24/7 . ]
2. Expenses incurred for 24/7 hosting support
So, why are some web hosts skeptical about offering 24/7 hosting support? Cost, of course, is the main reason. Staff pay, management overhead, infrastructure, bandwidth, electricity, etc., would add up to a pretty penny.
That’s where outsourcing the 24/7 support helps you. You can hire an expert server management company to provide excellent customer support 24/7, without incurring huge costs. It also helps you to off-load the burden of hiring and managing the staff and infrastructure.
The best support companies offer you a multitude of support packages to choose from, or even a custom package to suit your needs – say, a mix of inhouse and outsourced staff. This configuration lets your inhouse staff handle business hour support, and outsource the rest.
At Bobcares, we offer custom hosting packages for different combinations of ticket volume and timing, as per the web host’s requirements. This enables us to cater to customers with varied budgets.
We take care of everything related to the support services – staff, systems and servers. By training the dedicated specialists to peruse specific client guidelines for service provision, we are able to provide transparent hosting support services to the end users.
[ Use your time to build your business. We’ll take care of your servers. Hire our hosting support experts to maintain your servers secure and stable 24/7 . ]
3. 24/7 hosting support for business growth
An expert 24/7 hosting support results in higher customer retention, and gives you an edge over your competitors. It frees you up to do what you need to do – growing your business!
With a growing customer base, the volume of tickets to be handled during non-business hours can also increase. Using an outsourced support partner gives you the flexibility to scale up as your business grows.
You would get an opportunity to set custom performance targets, and exercise greater control in support fine-tuning. At the same time, you wont have to keep looking behind your back to see if everything is all right.
With our stringent quality monitoring systems, hands-on training and in-depth knowledge sharing, Bobcares has been able to continually improve the service quality, and provide our customers with world-class support.
As the support volume grows, we provide options for the web hosts to switch from shared to dedicated plans, after assessing their support volume, customer base and issue types.
[ You don’t have to lose your sleep over server errors. Our expert hosting support specialists are online 24/7/365 to help you fix all server errors. ]
With the competition in web hosting growing all the time, a true 24/7 hosting support is no longer an option, but a necessity. The good news is, with just a bit of right planning and focus, it is within the reach of any web host.
Bobcares has seen our customers growing from a single server web host to a data center in less than 5 years, after entering into a support partnership with us. If you’d like know more about how 24/7 hosting support can help your business, feel free to contact us.