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…)
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.
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.
“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…)
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…)
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…)
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…)
In a previous post we covered top 10 tips to make shared hosting a success. In this post, we will look into the top 5 queries commonly posted by shared hosting customers, and the best practices to resolve them.
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.