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Help desk support


Bobcares delivers customer delight with friendly, lightning fast help desk support.

 

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The customer is the center of any business. Lightning quick support that treats its customer well, is the only way to maintain a happy customer base that spreads the word around and grow your business. But how can you compete with large businesses that already have well entrenched 24x7 support system? Well, that’s where we come in.

Bobcares uses your helpdesk system to support your end customers, helping you maintain a 24/7, responsive and expert support channel. 97% of tickets we handle actually are resolved within the first 60 minutes – with an average response time of 23 minutes.

Help desk support features

24/7 emergency administration

We maintain service uptime/quality by promptly restoring failed services, mitigating server load, fixing security issues, etc.

See how we maintain service reliability

Service configuration assistance

With detailed step-by-step assistance, we help account owners setup or troubleshoot their online services .

See how we make service management easy

Service performance assistance

When a performance issue is reported, we quickly find the bottle neck, and restore the service quality.

See how we help web applications load fast

Account security assistance

We help account owners quickly recover from an attack, and restore domain reputation.

See how we help with service security

Crash recovery assistance

We assist account owners restore lost data through database repairs, mail box repairs, backup restores, etc.

See how we help customers quickly restore business

Account setup and migration

We help new account owners quickly setup their services by providing detailed step-by-step assistance.

See how we new account setup easy

Wide range of expertise

We support all popular operating systems, control panels and billing software, like cPanel/WHM, Odin Plesk, WHMCS, etc.

See common technologies we support

First contact resolution (FCR)

We aim to resolve all issues with the first response, and our team consistently achieve an FCR of 75%.

Quick response and resolution

We resolve 97% of tickets within the first 60 minutes – with an average response time of 23 minutes.

See help desk support money back guarantee

Account subscription support

We help your customers renew their services, upgrade their accounts, and help them choose the right service features.

Pre-sales support

We learn all aspects of your business so that every potential customer gets a clear answer for their pre-sales queries.

How we work

  • Customer sends an email to support@yourcompany.com which gets forwarded to your ticketing system.
  • A notification e-mail from your ticketing software triggers an alarm in Bobcares internal system.
  • Within an hour, the Engineer in your team responds to your ticket, if it can’t be resolved straight away.
  • All tickets are resolved within 6 hours. In most cases, resolutions happen within 90 minutes.
  • All responses and resolutions are made via your ticketing system to ensure transparency. Should any sales queries come in, Bobcares engineers will escalate these to you or your designated sales staff, in cases where the team cannot handle it.
  • Bobcares Quality Manager and a team of Quality Analysts check through hundreds of tickets every month to make sure that all tickets follow our Minimum Quality Standards.

The Bobcares advantage

24/7 support availability

Lights are always on at Bobcares. Be it a holiday, a week end or the middle of the night, your customers get prompt assistance from a friendly support engineer.

See how we ensure 24/7 availability

White label support

All customer support queries are routed through your help desk, and your company’s style of working is followed to achieve total integration with your support process.

See how we ensure support transparency

Certified quality

Bobcares Quality Manager and a team of Quality Analysts check through hundreds of tickets every month to make sure that all cases follow our Quality Standards.

See more about Bobcares Quality Management

Stringent information security

Your customer and server information is sensitive; which is why we protect them using the strictest security standard in the industry – ISO 27001:2013.

See how security certification protects you

100% engineers

The Bobcares help desk support team is made up of Computer and Electronics Engineers with years of experience in server management and technical support.

See how Bobcares engineers add value

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Personalized replies

When your customers need assistance, they expect a human to help them, which is why we do not use any canned responses. We address each support query with personalized replies.

Friendly, patient support

Bobcares techs are trained to understand the customer’s state of mind. We build customer confidence and loyalty by giving each customer a patient ear and walking them through the solution.

Examples of help desk support

Client :

Hi Support,

I put one of your displays for a clock on my website at domain-name, but it doesn’t display the correct time. What do I need to do to correct this problem? Would appreciate any help you can give me.

Thanks,

Stanley

 

Support team:

Dear Stanley,

I checked the clock and it does display the correct time. Presently the clock displays GMT. I made a small example clock program here http://your domain/time.shtml. Both the local time (the server is located at Maryland so the local time is EDT) and GMT are displayed here. If you compare it with your clock you’d realize that GMT is displayed. Ideally we would suggest you use some javascript based clock as it would display the local time where the user is browsing from.

Have a wonderful day 🙂

Regards,

Daniel

Acme Technical Support

Client :

Hi Support,

I can’t find a pop e-mail box for my domain. In my info from Ya’ll it says not to delete either the loseitright or the default e-mail boxes, but, I don’t find either of them. Therefore my e-mail system isn’t working. Please help.

Regards, Matt

Support team :

Dear Matt,

I did check your mail manager (in the control panel). You do have all the pop boxes as you have mentioned.

The two POP boxes are service@your-domain.com and customerservice@your-domain.com.

The default forwards mails to both these email IDs.

To check POP mail, configure the mail client (such as Outlook) as: Incoming Mailserver (POP) : your-domain.com Outgoing Mailserver (SMTP) : your-domain.com Username : service Password : <whatever you have set it to>

For the other POP box, namely customerservice@your-domain.com, all settings are the same except the username is “customerservice”.

Have a nice day. 🙂 Regards,

John

Acme Technical Support

Client:

Hi Support,

I have followed the instructions on ordering the SSL. Can you help me with the rest and install it for the new IP I purchased?

Kind Regards

Adam

Support team:

Hi Adam,

We have successfully installed your SSL certificate on domain “mydomain.com”.

Your site has been updated to use the alloted dedicated IP.

You can access the site ashttps://www.yourdomain.com and you will see the familiar browser indicator that the certificate is valid. You can view the certificate details by right clicking the indicator and then select view details.

All content in your document root can be accessed as http or https, i.e., https://www.yourdomain.com/somefile.htm or http://www.yourdomain.com/somefile.htm. You may notice some pages that generate the message “The page contains both secure and non-secure items” when accessed securely with https://. This is because these pages have embedded content like an image that’s referenced as http://somewhere/someimage.jpg that is being access via the unsecure HTTP protocol. To address this issue, review your code, and update any embedded/linked content to reflect https instead of http in the links, or if your application support BASE_URL update it with the secure and non secure BASE_URLs.

An important note about FTP – Now that your site has a dedicated IP address, if you’ve been using ftp.yourdomain.com, this will begin resolving to your new dedicated IP address. If you have been using a ourhost.com name (like web14.ourhost.com), you will no longer be able to use this (as it points to the shared ip address on the server). Instead, ftp to the actual IP address, or use ftp.yourdomain.com.

Thank you, and please let us know if we can be of further assistance.

Frequently asked questions

1. Is the Helpdesk software setup on my server or Bobcares server?
The Help desk software would be setup on your server. This gives you complete control on how your customers receive our service. You will need to provide staff level access to Bobcares Engineers to reply to customer queries. Your Help desk would also need to be configured so as to send us notifications for new and responded tickets.

2. I am interested in using your help desk support services. I would like to have the ability to see all tickets and responses to tickets. Is this standard with your service?
Yes you can see all the responses. In fact, we encourage you to review our service and from time to time provide feedback. We would like you to be 100% satisfied with our service.

3. Can you list the Help desk software that Bobcares supports?
Most of our customers use help desk software like Kayako ,WHMCS, Ubersmith, Cereberus, OTRS, Assistly, etc.
In case you do not have a help desk installed, we can set one up for you. We will suggest a help desk software that would suit your needs, and install it for a charge of $20.

4. I'm not sure which support plan I need. How do I know?
We offer free consultation on how to streamline your help desk support process. When you are satisfied with a support solution, we’ll match it with a Bobcares help desk plan, or if needed make a plan specifically for you.

GET A FREE CONSULTATION

2. I have a custom control panel provided by my data center. Would you be able to support it?
While we have solid credentials in cPanel tech support and Odin Plesk tech support, our engineers are experts in troubleshooting any control panel or operating system. We employ only computer science or electronics engineering graduates who completed 4 years rigorous technical education. So, no matter which control panel you use, we can support it. See the full list of control panels we have supported till now.

Get started

Bobcares transparently manages your help desk support process for a fixed monthly cost. Choose a specialized plan designed for your business, or custom configure a plan that meets your support needs.

SEE PLANS AND PRICING