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.
Support Desk Management
Clustered web hosting is the latest trend in hosting industry, where cluster of multiple servers have replaced a single dedicated server in hosting the web sites.
In our role as Outsourced Support Techs for web hosting companies, we configure and manage hundreds of servers by setting up clusters, and thus help reduce the impact of a downtime in the business.
Managing the customer accounts and provisioning orders via hosting platforms such as WHMCS, is a key task that we perform in our role as Outsourced hosting support specialists for web hosts.
WHMCS sends notifications to users and admins in the server, in many scenarios such as new order intimation, account creation, support tickets, invoices, etc. (more…)
Bobcares.com provides outsourced hosting support to web hosting companies. As part of our services, we regularly update applications and operating systems of web hosting servers to keep them secure.
When executing a control panel upgrade in some cPanel/WHM servers, an error regarding Deprecated MySQL databases is sent as a mail: (more…)
Bobcares.com provides outsourced hosting support to web hosting companies. Many customers specifically ask for L2 hosting support when they sign up with us, but we’ve seen a lot of difference in the way each customer interprets L2 support.
Today, we’ll take a look at what is L2 support, and what you should look for when hiring an L2 support team. (more…)
Bobcares.com provides outsourced hosting support to web hosting companies. Many customers come to us asking for Tier 1 or Level 1 or L1 hosting support, but the definition of “L1 support” varies from person to person.
Today, we’ll look at what L1 support is, and what you should look for when hiring a support team. (more…)
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.
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.
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.
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…)