Web hosting is a highly competitive field. A newbie web host may face many challenges and dilemma in their initial stages, before they can find their feet in the market.

One such major decision making aspect is providing web hosting support for your end customers. Quality support increases customer retention, which is as important as new customer acquisition.

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There is no hard and fast rule on how to provide customer support. However, for a startup web hosting company, it’s best to be aware of the options available.

A world-class outsourced web hosting support team can help those web hosts who are challenged running their web hosting business. But it may not be feasible for all newbie web hosts to spend a huge fortune on customer support.

While deciding on how to provide the support, the same rules don’t apply everywhere. Larger hosting companies should be handled differently from smaller hosts. If you are a newbie ask yourself these 5 questions.

The answers to these questions will help you decide which support system to be used. Let’s see how the answers to each question would influence the plan.

1) How many hours can you spend daily for providing support?

Web hosting business is not just about customer support. You’d need to spend a good deal of time on marketing and sales activities, especially during the initial phase.

What if you don’t have much time available to spare for handling support? Initially, when the customer base is less and queries are only a few, you may need to spend only 3-4 hours daily on handling them. But this can go up as client base increases.

We know that web hosting support is not just about handling customer queries. Managing and securing the servers is very vital to protect your business. Troubleshooting service or software issues can take up a huge chunk of your time.

Not to mention the quality checks and systems to be implemented to streamline your business. All these can cause too much hassle to the web host. That’s where a good Outsourced web hosting support team helps.

Bobcares provides different support packages to web hosts, based on their customer base and budget requirements. We also provide flexible timing support, which customers can purchase to cover their non-business hours.

By covering everything from multi-channel support to quality checks and customer feedback handling, we save the valuable time of web hosts, and they can use that time to grow their business further.

[ Take care of your customers, before your competitors do. Get world-class support specialists to delight your customers. ]

2) What is your technical capability ?

Many startup companies are run by a single owner who juggles the roles of sales, support and billing person by himself. Support is one department where his technical skills would be tested daily.

Single owners who are not technically ready, would end up losing more money and time which otherwise could have been used effectively for growth of the company.

Retaining existing customers and giving them a delightful support experience is more important than gaining new customers. This won’t be possible if their queries are delayed or not properly resolved.

By the time your clientèle starts growing, you need to get a proper system running. Many newbie web hosts won’t be familiar with the various systems involved, but it can be handled with the help of a good Outsourced web hosting support.

At Bobcares, we handle everything from initial system setup to server management and proactive audits, along with help desk management and other customer support services.

All of this, we do without costing you a fortune. With our expertise handling different ranges of web hosts and almost all type of server software and service issues, we’re able to ensure a top-quality support experience.

We resolve issues within the guaranteed time, which helps to create a good impression about the service to your customers. To ensure quality support, we even have a team dedicated to do the quality check of our work.

3) What is your support budget ?

Like in any industry , the amount invested can make a major difference in web hosting too. Just in the support department , there are a lot of things that could be done if there is a lot of money at your disposal .

Deciding on the different support channels is a major parameter that affects the budget. Nowadays, every web host offers multi-channel support via phone, email and live chat, so it’s always advisable to stay ahead in the industry.

Having a telephone support helps handle customers the best, with a personal touch. But it may not be feasible to get a good quality phone support team who are fluent in the language and good in technical know-how, if you’re on a shoestring.

Bobcares offers excellent support via phone, email and chat media. Our custom internal systems enables us to easily lookup guidelines and records and to resolve issues in no time, over phone or chats.

We also help web hosts setup an informative site and server monitoring system, and perform server audits and proactive server management to reduce downtime. This helps us ensure the guaranteed service uptime to customers and avoid complaints.

By employing technicians who are skilled to handle each channel, and with efficient coordination between the teams, Bobcares is able to deliver support packages with various choice of support channels, at affordable pricing.

[ Focus on your core business without interruptions. Our tech support experts are here to manage your customers 24/7. ]

4) Are your clients technically proficient?

A good businessman will know who the future customers are going to be. Market study prior to starting of business is needed in web hosting too. You would have to offer services to both hosting novices and power-users.

Knowing your customers well can really help in providing efficient support. For instance, hosting novices prefer to go to the companies that charge very less. Their requirements are very less, and their sites would consist mostly of static HTML pages.

These are people who’ll be asking only basic questions and may not be too technical. Tutorials and how-tos can help resolve majority of their queries. But care must be taken to give them a personal touch and make them comfortable with your hosting.

Power-users are those who uses a lot of resources and services ( SSH, CGI, ASP, Java, Coldfusion ..etc ). They are very keen on server performance and can easily sniff out a server issue.

An Outsourced web hosting support with experience handling latest technology and server software, is indispensable while dealing with such customers, and to ensure that they get their expected server performance.

At Bobcares, our support technicians understand the customer first. Depending on their technical skills and requirements, we customize our support handling for different customer profiles.

From providing the preferred support channel to mellowing down technical updates to novices, we cover all the 360 degree aspects of customer support, to delight them with their best preferred support experience.

[ Don’t lose your sleep over server issues. Keep your customers happy with the best support specialists. ]

5) What are the technical services provided ?

A hosting company would use a lot of software and hardware, and some of them may be technically complicated. This includes Control Panels, Operating System, other server and application software.

Technology changes fast and it’s normal to be forced to update the software and servers quite often. While outdated software can make your server vulnerable, frequent upgrades can cause lot of downtime and it would be raining complaints.

Not every technology change or software upgrade may be relevant for you. Knowing which update to perform, and which not to, is very critical. You wouldn’t want unwanted downtime nor a hack due to outdated software.

Selection of the services that are to be offered, will influence the support department too. Bobcares team consists of technically skilled Outsourced web hosting support technicians, who help web hosts to handle all technologies and thus gain a solid support base.

Our years of experience in the web hosting industry has helped us to get familiarized with all major control panel, server software and other 3rd party software. This enables us to resolve issues in no time.

By concentrating on replying to each email or phone call, we help build a solid customer support experience to the end users. We also implement self-help systems for them, which can reduce the ticket load further.

Selection of the best Support System

Each of these support systems have its own advantages. The best support would have all the above options, 24×7. With the right support company to assist you, its not at all difficult for you to offer that support to your customers.

Support is just not about responding to customers , it includes how support is provided. Having a complete support system running, with a professional touch added to it, will make a great impression on customers.

If you would like to know how to provide an excellent customer support service to your customers with competitive support packages and the best Outsourced web hosting support professionals, we would be happy to talk to you.