Web hosting is a ruthlessly competitive business. Web hosts trip over each other to match and surpass hosting features offered by competitors. And a core feature that everyone offers, but only a few get right is – 24/7/365 hosting tech support.
Many companies battle wave upon wave of customer complaints due to operational or quality issues in delivering 24/7 support.
Here at Bobcares, we help web hosts fix and streamline their tech support process. We’ve been doing this for the past 15+ years, and today we’ll see the most common mistakes web hosts make in delivering 24/7/365 hosting tech support, and how we help them fix it.
Customers remember positive support experiences, talk about it and promote your brand through word-of-mouth. Turning each customer interaction into a positive experience requires a team with truly exceptional skill set. (more…)
Web hosting is a highly competitive field. A newbie web host may face many challenges and dilemma in their initial stages, before they can find their feet in the market.
One such major decision making aspect is providing web hosting support for your end customers. Quality support increases customer retention, which is as important as new customer acquisition. (more…)
Login failures are not new. It can happen due to wrong login details stored in the browser, use of expired login details, or extra space in username or password.
However, for a web interface, login failures can also mean hack attempts. So, online systems apply various security policies to keep users safe. (more…)
Running a business can be immensely rewarding.
But it can also be immensely exhausing, especially in an industry like Web Hosting or Digital Marketing.
Customers would call you right in the middle of a family dinner, or servers would go down while you are travelling.
There’s always a time in each web host’s life, when they decide, “Enough is enough. I must get someone to take care of all this.”
Customers are undoubtedly the biggest assets of an organization. We often hear that ensuring customer delight is the ultimate goal which can lead to business success. But what, exactly does customer delight mean?
Customer delight is not about making them say a “Thanks”. It’s about creating a “wow” factor to the customer, with your service. With the help of an excellent white label help desk support, you can make it a part of your company culture.
A decade back, 24/7 hosting support was considered a premium service offered by large web hosts. Not anymore. Now almost everyone seems to offer 24/7 hosting support. How can you stand out from the crowd?
Maintaining 24/7 hosting support can be costly, AND it can be a huge drain on management time. That is why many companies cut corners and provide only email support, or use cheap support to keep costs down.
But this often creates more problems that it solves.
Customers need instant gratification. And the best way to provide it, is via phone.
But often, hosting providers get apprehensive about providing it, due to the cost and the overhead involved in the process. That’s where phone support outsourcing helps your business.
When you need to focus on your business, whether it is to establish a new one, or scale it up, outsourcing is a great option. You get professionals to deliver great support to your customers, while you spend time on issues that absolutely need your attention.
But all that works only if your support partner is capable of delivering a totally hands-off support operation.
How do you choose the right support partner? One way is to look at what CAN go wrong while outsourcing, and checking if your support company is equipped to prevent it. (more…)
Outsourcing your tech support can be scary. You want your servers and customers to get the best support, but you don’t have direct control over how the support is delivered on a daily basis.
That is why it is important to choose a support provider whom you can trust to deliver support better than yourself. But, how do you find a trustworthy support partner? (more…)