5 key points to consider while choosing a server management company
Outsourcing tech support to a server management company helps web hosts to focus on the core business and at the same time, ensure excellent quality support to their customers.
Many web hosting providers now consider outsourcing or try a combination of inhouse and offsite teams to deliver ’round the clock’ support services to their customers at affordable costs.
But it would be a detrimental move if you choose the support provider only on the basis of pricing. If the support quality is poor or service is not reliable, it would land you in more trouble.
Today, we’ll see the list of questions to ask your server management company to prevent any such adverse outcome, should you decide to outsource your customer support.
1. Knowledgeable staff
The first and foremost aspect to consider, is the qualification of the staff. Your server contains the live business of your customers and you cannot take a risk when it comes to managing it.
While a college student may suffice to handle simple issues such as email account creation, a qualified professional who knows the inside-out working of servers is indispensable to protect your server from a vulnerability or attack.
Another crucial parameter to check is the English communication skills of the support staff. They should be smart enough to quickly comprehend the customers’ issues and to gather all relevant information without back and forth shuttling of emails.
At Bobcares, we invest a lot of time and effort in recruiting and training highly qualified engineers to work on your servers. With our exhaustive screening tests, we validate that the engineers are equally skilled in technical and communication aspects.
Our phone support team is based in US and consists of native English-speaking customer support specialists with years of experience in web hosting and related industries. This helps us to deliver fully transparent support services to our customers.
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2. Industrial experience
It pays to think thrice before you choose an inexperienced server management company over an experienced one, just on the basis of pricing. Collective experience and knowledge of a technical support company is extremely important.
An experienced server management company would have seen and fixed most of the common issues that can surface in a web hosting industry. With their reservoir of knowledge, an experienced company would give you better technical support experience.
Another advantage you’d reap when you collaborate with an experienced company, is their experience handling different categories of customers and businesses. These customer insights would greatly aid you in expanding and growing your business further.
In Bobcares, for example, we have about 300 support engineers who work on thousands of technical tickets everyday. With our custom knowledge sharing methods, our team is able to fix most server problems within minutes.
With our expertise handling different hosting servers for about two decades, we are able to provide value-added consultation to web hosts regarding the preventive measures to be taken in both, their servers and their business.
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3. Support Quality
Why is quality of support significant? How many customers would prefer contacting a support multiple times to get the same issue resolved or would be ready to wait for ages to get their concerns addressed?
Nobody, would be the answer. That’s why everyone looks out for good quality support. But how would you know if a server management company is good, without actually working with them?
That’s when you can look up for certifications to validate the quality. A company that has a well-established quality management system would be, by no doubt, better than its contemporaries without that.
Bobcares is ISO 9001:2015 certified by Intertek, a multi-national UKAS accredited certification company headquartered in London. With an extensive quality management system in place, we strive to maintain the quality standards in each and every process.
At Bobcares, we have quality goals set for each team, based on the support parameters that are vital for each customer. Our quality analysts team continually monitor compliance with the quality standards and take immediate actions in case of even a minor discrepancy.
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4. Service Accountability
A major concern many web hosts have when they choose a server management company for their support activities is whether they can actually deliver the guaranteed 24/7 support and how they would hold the provider liable, should they not deliver on their contract.
Many times web hosts shy away from outsourcing because they feel they can’t control the situation if something goes wrong. That’s why its important to have a legally bound agreement with a provider that has valid US business.
Having a reliable infrastructure with redundant power and bandwidth helps Bobcares team deliver 24/7 support services to server owners, which spares them from the nightmare of their customer support going haywire.
With our detailed SLA and a valid LLC in the US, Bobcares has been able to guarantee a trust-worthy association to our customers who are server owners, even though we provide off-shore service delivery.
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5. Confidentiality agreement
The worth of any server lies in the services and data hosted in it. When choosing a server management company, care has to be exercised to ensure that your valuable data doesn’t go for a toss.
While quality support and SLA guarantees your data integrity, there is another important parameter to consider – the confidentiality of your data. You can’t afford to have your server data leaked out to others.
Bobcares is an ISO 27001 certified server management company, which is the strictest security standard for secure remote technical support. We’ve been certified by BSI, a prominent UKAS accredited certifying agency.
We also sign a Non-disclosure agreement with our customers, which legally binds us to keep our customers’ intellectual property such as website data, payment details, server logins, etc. in a highly secure manner.
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