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24/7 tech support in web hosting – Common pitfalls & how we avoid them

24/7 tech support is now a standard feature offered by all web hosting providers. But some companies do it better than others, and turn it into a way to attract more customers.

So, how do the winners do it? They make fewer mistakes than others, and focus on a few key areas that make the maximum impact in delivering 24/7 tech support.

Here at Bobcares, we help web hosts fix and streamline their tech support process. We’ve been doing this for the past 15+ years, and today we’ll see the most common mistakes web hosts make in delivering 24/7/365 hosting tech support, and how we help them fix it.

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24/7/365 hosting tech support – Insider scoop on doing it right

Web hosting is a ruthlessly competitive business. Web hosts trip over each other to match and surpass hosting features offered by competitors. And a core feature that everyone offers, but only a few get right is – 24/7/365 hosting tech support.

Many companies battle wave upon wave of customer complaints due to operational or quality issues in delivering 24/7 support.

Here at Bobcares, we help web hosts fix and streamline their tech support process. We’ve been doing this for the past 15+ years, and today we’ll see the most common mistakes web hosts make in delivering 24/7/365 hosting tech support, and how we help them fix it.

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Technical support outsourcing – Watch out for these 3 pitfalls

Running an online service business can be hard.

You have a budget to stick to, but you’ll also need to provide 24/7 tech support, to prevent your customers going to your competitors.

Technical support outsourcing is a great way to keep costs down while delivering a full stack service. (more…)

Dedicated vs Shared support services – What should you choose and why

Every business comes to a point when it must hire extra staff to support its growth.

Some hire staff inhouse, while others contract an external company to take care of its billing, marketing, tech support, and more.

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Outsourcing technical support : Advantages and Disadvantages

Running a business can be immensely rewarding.

But it can also be immensely exhausing, especially in an industry like Web Hosting or Digital Marketing.

Customers would call you right in the middle of a family dinner, or servers would go down while you are travelling.

There’s always a time in each web host’s life, when they decide, “Enough is enough. I must get someone to take care of all this.

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3 ways how phone support outsourcing improves customer retention

Customers need instant gratification. And the best way to provide it, is via phone.

But often, hosting providers get apprehensive about providing it, due to the cost and the overhead involved in the process. That’s where phone support outsourcing helps your business.

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Customer support outsourcing – What goes wrong & how to avoid it

When you need to focus on your business, whether it is to establish a new one, or scale it up, outsourcing is a great option. You get professionals to deliver great support to your customers, while you spend time on issues that absolutely need your attention.

But all that works only if your support partner is capable of delivering a totally hands-off support operation.

How do you choose the right support partner? One way is to look at what CAN go wrong while outsourcing, and checking if your support company is equipped to prevent it. (more…)

Tech support process outsourcing : How to choose the right support provider

Outsourcing your tech support can be scary. You want your servers and customers to get the best support, but you don’t have direct control over how the support is delivered on a daily basis.

That is why it is important to choose a support provider whom you can trust to deliver support better than yourself. But, how do you find a trustworthy support partner? (more…)

cPanel multi server aka cPanel cluster – How it helps your webhosting business

Many see cPanel multi server (aka cPanel cluster) as a way to prevent business downtime. The logic goes that even if one server fails, the other servers can keep websites and mail online. But, how true is that?

In our role as Hosting support specialists for web hosting companies, Bobcares engineers manage hundreds of cPanel servers. We setup and manage several cPanel cluster infrastructure as a part of this cPanel server management services.
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After hours tech support – Common mistakes and how to avoid them

After hours tech support can be quite tricky. You’ll need to spend a lot of time, money and effort to maintain a 24/7 team, but a few mistakes can get you angry customers, and loss of business.

Here at Bobcares, we help web hosts and other online service providers deliver 24/7 tech support. Here are a few common mistakes that we’ve seen companies make, and how we help them avoid it. (more…)