Best hosting support – 3 core qualities in techs that make the difference
What distinguishes the best hosting support? Is it technical expertise? Communication skills?
Bobcares provides outsourced technical support for hundreds of web hosting companies, and over many years, we’ve seen 3 core qualities that marks the best team.
Core qualities of the best hosting support professionals
1. Technical expertise
In web hosting industry, new technologies, software, threats and vulnerabilities are released almost every day. To be the best hosting support company, the staff should be aware of these trends, and be able to handle issues related to it.
At Bobcares, technical expertise is built in right from the first layer of support. Our Phone Support team based in Phoenix, Arizona acts as the Level 1 support for web hosts. This team consists of experienced support professionals who are passionate about hosting technology.
Added to this, a team of dedicated quality analysts go through hundreds of support instances and provide constant feedback that helps the team members fine tune their expertise and troubleshooting skills.
2. Customer care
Technical expertise alone cannot make a great tech. To be the best in hosting support, the technician must be able to listen to emotional cues, and guide the support call in such a way that customers leave with a big smile on their face.
At Bobcares, we train our techs on a large set of helpful behaviors which enables them to turn any conversation into a positive one. For eg. when a customer requests something that’s not supported by the service, instead of saying “No”, we tell them about alternatives which gets them what they want.
3. Big picture view
Big picture view is the capability of a support person to look beyond what the customer has explicitly stated.
For eg. if a customer says his Outlook isn’t working, the issue is that he isn’t able to send mails.
At Bobcares, our techs recommend an immediate solution (eg. use webmail instead of Outlook) until the reported problem is fully resolved. This helps customers to get back quickly to their business, without having to wait for the final resolution.
To quote another instance, recently one of our techs noted that the space usage of a hosting account was at 98% while resolving a mail issue. He then proactively informed the customer what needs to be done to reduce space usage, so that mails won’t bounce a few days down the lane.
Such pro-active approach to support is vital to making the customers feel cared for, and ultimately be delighted with the service.