24/7 support is pretty much a minimum requirement in web hosting and allied industries.

Customers may need tech support at 2:00 am in the morning, on a Saturday, or even on Christmas night.

But of course, you need your time off, and that’s why it is important to find a tech support partner. A help desk support company that can take care of your customers when you are away.

The question then is, how do you find the best help desk support company for your business?

Here are the top 3 qualities of a help desk support provider that’ll help you keep your customers happy.

1. They will prevent recurring issues

The number one reason customers leave web hosting companies is when they have to face recurring issues like IP blacklisting, slow server or security issues.

If the same kind of issue keeps coming back, it means something is wrong with the server, and more people are likely to be affected by it.

A good help desk support company will take note of recurring issues and proactively fix the servers to reduce customer complaints.

At Bobcares

For instance, here at Bobcares, we transparently support the customers of web hosting companies over help desk.

An important KPI (performance indicator) of our work is to reduce recurring issues.

Here is an example of how we reduced recurring server complains since we took over support. In 16 weeks, we brought down the complaints from 34/day to less than 5/day.

Reduction in number of server incidents since Bobcares started support. (Data anonymyzed as per NDA)

So, when you are considering a support provider, ask them:

• What are your important KPIs?
• How will you keep my customers happy?

2. They will resolve tickets in one response (First contact resolution)

Customers expect fast resolution to the issues they report.

They do not want to repeat the information or obvious data that can be easily obtained from client records.

A good help desk support company will do all that is needed to avoid needless back-and-forth communication, and deliver the right solution in the first response.

At Bobcares

Here at Bobcares we go the extra mile to make sure customers give us all necesary information to troubleshoot an issue (eg. using well designed forms), and we do everything in our power to clarify all aspects of a technical issue so that there’s no need for customers to contact us again.

We track our effectiveness in reducing customer effort using a performance metric called FCR% or percentage of tickets that falls in First Contact Resolution.

Our average FCR for help desk support services is 77.53%.

Increase in FCR% with Bobcares support for a Web hosting provider.

When considering a help desk support company, ask them:

• How many responses do you take to resolve an issue?
• What is your average FCR%?

3. They will help you get testimonials (loads of them)

What’s better than a happy customer? A delighted customer.

Only if a customer is truly delighted with your service, will they take the time and effort to write you a testimonial.

A help desk support company with customer focus will see each support interaction as an opportunity to obtain a testimonial, and work hard to get it.

At Bobcares

Customer feedback is a core KPI in our help desk support services.

Every ticket we resolve contains a link for customers to leave their feedback about the support experience.

We’ve been able to achieve up to 10 positive feedbacks per day for large web hosting companies.

Increase in positive feedback since Bobcares started support for a large web host

When considering a help desk support company, ask them:

• How do you measure customer happiness?
• What is your average number of happy feedbacks per week?

Conclusion

Help desk is a popular way to provide tech support. When choosing a help desk support company to take care of your customers, you need to choose one that’ll take care of your customers as well as you do. Here are the 3 most important qualities that you should look for in a tech support company.