Empowering 24/7 Support for QiQ Communications with Bobcares
QiQ Communications PTY LTD, operating under the name QiQ, is an Australian-based web hosting provider. They offer a variety of services, including domain registration, email hosting, and web hosting. Known for their secure, reliable, and user-friendly hosting services, QiQ utilizes CloudLinux to ensure server stability and security.
They offer automated account setup, email spam filtering, regular backups, and a simplified control panel to manage websites and email accounts. QiQ prides itself on transparency by offering fixed quotas for bandwidth and disk space, rather than claiming “unlimited” resources.
Customer Challenges
In 2016, as QiQ experienced rapid growth, they encountered challenges managing their support services 24/7. As a small to medium-sized business, their fast-paced expansion made it difficult to keep up with the demand for customer support.
They lacked the infrastructure and resources necessary to scale their support team, including the process of hiring, training, and maintaining a 24/7 operation.
Bobcares Solution
Recognizing QiQ’s immediate need for cost-effective, scalable, and reliable support, Bobcares offered a tailored solution through our shared support services, utilizing a per-ticket plan. QiQ signed up for Bobcares end-customer technical support in 2016.
Since then, Bobcares has been the backbone of their customer support, ensuring they can provide 24/7 assistance without the overhead of building and maintaining an in-house team.
Key Aspects of the Solution
- 24/7 Availability: Bobcares provided round-the-clock support via multiple channels, including helpdesk, phone, and live chat. This ensured that QiQ’s customers received timely assistance at any time, day or night.
- Certified Engineers: All support agents are certified professionals with expertise in web hosting, ensuring that every technical issue was handled with expertise.
- White-labeled Service: Bobcares support is fully white-labeled, integrating seamlessly with QiQ’s brand, so their customers receive the support without knowing it’s outsourced.
Types of Tickets Handled
- Technical Support Requests: Assistance with server issues, website downtime, email hosting problems, and domain management.
- Account Management: Help with account setup, billing inquiries, and account migration.
- Customer Service: Resolving general queries and providing solutions for other hosting-related issues.
Key Metrics Improved
- 24/7 Support for End Customers: QiQ has been able to provide uninterrupted support for the past 8 years.
- Faster Response Times: Average response time for support tickets was reduced to under 30 minutes, regardless of the time of day or week.
Business Impact
Since implementing Bobcares support services, QiQ has been able to offer exceptional 24/7 support without the high overhead costs associated with building an in-house team. This reliable support has allowed QiQ to focus on growing their business while we handle the technical side, leading to improved customer satisfaction and loyalty.
Implementation Timeline
- 2016: QiQ signed up for Bobcares support services.
- 2016 to Present (2024): Ongoing partnership, with Bobcares providing continuous support.
Products & Scalability
- Support Plans: Per-ticket shared support plan, scalable to meet the evolving needs of the business.
- Future Scalability: As QiQ grows, Bobcares is positioned to provide additional support services, including dedicated engineers, development services, and customer care, all of which can be white-labeled or customized for QiQ’s specific needs.
Testimonial
“Bobcares saved the day once again! Quick to respond, and a fast, straightforward fix for my server. They are always polite, friendly, and very professional. They just know their stuff.”
— William Mills, Trustpilot Review, May 23, 2024
Conclusion
For businesses facing similar challenges, Bobcares offers the expertise, scalability, and cost-effective solutions needed to provide uninterrupted customer support. Just as QiQ has experienced stability and reliability for over eight years, Bobcares can help you achieve the same results. Let Bobcares manage the technical details while you focus on growing your business.