Empowering Hostirian with 24/7 White-Label Support: Enhancing Customer Satisfaction and Reducing Operational Costs
Hostirian is a well-established web hosting company dedicated to providing reliable, user-friendly hosting solutions for individuals and small businesses across the United States. As Hostirian’s customer base grew, so did the need to offer a high level of customer support to set themselves apart from competitors in the web hosting industry.
Hostirian realized that delivering 24/7 phone support would be crucial in maintaining customer satisfaction, but an in-house support team brought challenges in cost, staffing, and training. Bobcares partnered with Hostirian to provide US-based, white-label phone support, ensuring Hostirian’s customers received top-quality service around the clock.
Customer Challenges
- Need for 24/7 Support: Hostirian’s customers required constant access to support, particularly to address critical hosting issues outside of business hours.
- White Labeling Requirements: To maintain brand consistency, Hostirian needed support agents to operate seamlessly under their brand identity.
- Customer Satisfaction: In a competitive market, Hostirian sought to offer fast and effective issue resolution to maintain a strong reputation.
- Cost and Resource Management: A cost-effective yet high-quality solution was essential to balance operational costs without compromising service standards.
Bobcares Solution
Key Aspects of the Solution
- White Label Support: Our team operated as an extension of Hostirian, answering calls under Hostirian’s brand name. Customers experienced a consistent brand voice and seamless interaction, believing they were speaking directly with Hostirian’s own support agents.
- 24/7 Availability: With Bobcares managing phone support, Hostirian could deliver uninterrupted service, ensuring that customers could connect with a live agent at any time, day or night.
- Expert Technical Support: Bobcares trained support agents in Hostirian’s specific services, allowing them to address a wide range of technical inquiries, from basic troubleshooting to complex server management.
- Customer Service Excellence: Beyond technical support, our team emphasized building strong customer relationships, enhancing satisfaction and loyalty through exceptional service.
Types of Tickets Handled
- Basic troubleshooting for web hosting issues
- Advanced server management and configurations
- Assistance with patch management and server hardening
- Administrative support for ticket overflow and call volume spikes
Key Metrics Improved
Customer Satisfaction
Hostirian’s customer satisfaction ratings improved by 30%, with positive feedback on the professionalism and knowledge of support agents.
Response Times
Average response times were reduced by 35%, as customers connected with agents quickly at any hour.
Customer Retention
Hostirian achieved a 20% reduction in customer churn, as enhanced support helped improve customer loyalty.
Operational Cost Savings
By outsourcing phone support, Hostirian saved 40% on support operations compared to running an in-house team.
Business Impact
By partnering with Bobcares, Hostirian significantly enhanced its support capabilities and streamlined its operational costs, allowing it to focus on its core business and maintain a competitive edge in the market. Bobcares support model ensured high availability and quality service for customers, bolstering Hostirian’s brand and reputation.
Implementation Timeline
Bobcares quickly mobilized and implemented the support system, achieving full operational capacity within a few weeks. This rapid deployment ensured that Hostirian experienced minimal disruption during the transition, benefiting from 24/7 support almost immediately.
Products & Scalability
The solution was designed to scale as Hostirian’s customer base grew. Bobcares adjusted staffing levels and support processes in real-time, ensuring Hostirian maintained high-quality support without needing to overhaul internal processes or bear additional overhead costs.
Testimonial
“I wanted to take a moment to express our sincere gratitude for stepping in and assisting us during a time of significant need. The post-COVID landscape and the adoption of a more flexible work-from-home policy for our staff led us to a point where we needed to rely on a trusted partner to handle our overnight call volume and ticket overflow. Bobcares truly came to the rescue. Not only did you support us by taking on the increased call volume and trouble tickets, but you also went above and beyond by handling some of our administrative duties, including patch management and server hardening. Your team’s ability to seamlessly integrate with our operations has been exceptional, and the communication between our teams has been outstanding, especially considering the complex technological environment we work in.”
Conclusion
By choosing Bobcares as a partner for 24/7 US-based white-label phone support, Hostirian successfully delivered exceptional customer service, strengthened their brand reputation, and reduced operational costs. Bobcares expertise in both technical support and customer service allowed Hostirian to meet their customers’ needs at all hours, reinforcing Hostirian’s market position and helping them thrive in the competitive web hosting industry.