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Bobcares Blog

Tried and tested solutions for your servers, from our outsourced support diaries.

Support Desk Management


24/7 hosting support – 3 reasons why your web hosting business needs it

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? This is a common concern for web hosts, especially those who are new at business.

Tracking the ticket flow trends is a routine task we perform in our role as Outsourced Tech Support for web hosts. A metric that often attracts special attention of web hosts is the volume of tickets generated in non-business-hours. (more…)

5 must-know reasons why you should outsource customer support for your webhosting business

5 must-know reasons why you should outsource customer support for your webhosting business

As we all know, customers are the king in any business. In a competitive industry, having an upper hand in excellent customer support is therefore a must, to thrive in business.

For customers to feel delighted, they should feel cared for, and their concerns should be addressed without delay. Unresponsive or delayed or poor quality support can shoo away your valuable customers.

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Top 5 reasons to use Live Chat for customer support

Top 5 reasons to use Live Chat for customer support

Suppose your server is down. What would you do? Would you rather email the support team and keep checking your mails or contact their live chat for instant updates?

Surveys show that customers prefer live chat over other phone or email. Here we’ll see the 5 major benefits of live chat for customer support in web hosting companies.

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Case study : How a UK web host turned brickbats into bouquets using 24/7 support and preventive server maintenance

Case study : How a UK web host turned brickbats into bouquets using 24/7 support and preventive server maintenance

Spring 2013 – Domino Host* (name changed), a UK based web hosting company was getting pounded by bad reviews in popular webmaster forums.

Worst service ever! Mail’s been down for 10 hours now, and no response yet from Domino support. Are these guys in business still?
This is the 3rd time this month my site has gone down. Domino has really gone down the hill in the past year. Would NOT recommend!

Things were not looking good for Matt Davis*, the founder of Domino Host.

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How Bobcares outsourced customer support helps companies build customer loyalty and accelerate growth

How Bobcares outsourced customer support helps companies build customer loyalty and accelerate growth

“I still remember the day I got my 10th customer. I felt I was on the moon. I still know each of my first customers in person.”
– Tim Brooks*
(A UK based web host)

In the year 2000, Tim was one among the many start-up web hosts affected by the dot-com bubble burst. Years later, after his company became one of the leading web hosting providers in the UK, he recounted the elation he felt when he got his 10th and then the 100th customer. The going was tough, getting each customer was a struggle, and each customer was precious. (more…)

Outsourcing customer service – What you should expect from your service provider

Outsourcing customer service – What you should expect from your service provider

As the old adage goes, it’s you should work ON your business, not IN it. If the time you spend maintaining your business is greater than time spent in marketing and innovation, it’s time for you to consider outsourcing.

Customer service can be one of the most time consuming, yet vital part of your business. By outsourcing your support process, you can focus on growing your business. (more…)

Top 3 qualities that builds the best technical support team

Top 3 qualities that builds the best technical support team

What makes your customers fans of your company? A flawless service gets you customer satisfaction, but you get true customer delight when you deliver fast, personalized assistance, when your customers need it the most.

Customers remember positive support experiences, talk about it and promotes your brand through word-of-mouth. Turning each customer interaction into a positive experience requires a team with truly exceptional skill set.  (more…)

How to resolve and prevent 554 5.7.1 : Relay access denied email errors in DirectAdmin web hosting servers

In DirectAdmin Linux shared hosting servers, Relay access denied error is a common email issue reported by web masters. Over time, Bobcares help desk support services devised procedures to resolve such issues in less than 10 minutes, and to an extend, prevent these issues from happening.

Relay access denied error means, the server is refusing a mail to another server from a domain owner’s email client. The mail server is unable to confirm whether the domain owner is authorized to send emails THROUGH it. Exim mail servers of DirectAdmin distinguish a valid sender when it gets a valid SMTP or POP/IMAP login from the domain user. (more…)

Bobcares Hosting Tip : Maintain a news area in your hosting support desk

It might seem simple, but not many web hosts realize the good sense in maintaining a news area.

Along with giving you a great way to show case your updates to the servers, and innovations in the business, you can reduce the number of trouble tickets during a downtime by pro-actively advising the clients on ETA to service restoration, and efforts being taken for the same.

bobcares hosting tip 4 - news area

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