Outsoured customer support services

[chleavers]

To whom the answer may be with.



When starting a hosting company with one of your reseller packages, the main obstacle is with customer suport which is 24/7.



The problem is giving this service, when you dont have the funds to take on any staff untill you can afford to.



Plus when you are starting out on your own, your main focus is on getting new customers through putting all you're effort into learning and implimenting marketing stratergies.



I have had a look at outsourcing customer support companies, but I wondered if you had thought about offering this kind of service for your resellers, as it would allso be an extra source of income for yourselves.



Below is an outline of what other companies are offering.

http://www.hybricom.com/services/

Per Ticket Basis - The per ticket plan is, perhaps, the most flexible plan.

This plan allows you to have support on a per ticket and per chat session basis. This coverage is over a 24X7X365. The larger the ticket bundle you purchase, the greater discount you receive. Every ticket created above the bundle purchased will be billed at $3.00 per ticket or chat session.

TicketsBundl
ed Package# of ticketsHours Covered# of serversMonthly Fee 50Bundle50 24X7 unlimited $120
100 Bundle100 24X7unlimited$230
250 Bundle250 24X7unlimited$520
500 Bundle500 24X7unlimited$1000
1000 Bundle1000 24X7unlimited$1850

Each bundle plan includes the use of our Chat system. You just give us the online and offline graphics you want to use and we provide you with a small amount of html code to insert into your site. Then you are ready for us to take chat requests.



It would be much better for us ressellers to have you as our outsoured customer support services, as you know your systems better than any other company.



If not, can you reccomend any companies for outsorcing customer support.

Cheers
Chris

Not sure you have noticed but the support here isn't to great.

They usually give you a half hearted answer which leaves you just as clueless as you were before asking the question which in this case of tickets, will be sending back and forth which will end up costing a lot of money.

HOWEVER that idea is quite good on providing support.

I might add that venue into my business.

Thanks

Shane

Hi,

I would just like to make note. The reference to support is that provided by HostGator. The support from Hybricom is actually very good!

Thanks!

Outsourcing is huge! And it's getting bigger. Anyone know of any other countries (apart from India) that are big with outsourcing?

- Jaynon

As long as the outsourcing is done thru people that 1. know how to help. 2. can do more than read off a cue-card.

Not Web related, but outsourced tech support related. I just had my Registry on my C-drive crash last week. had problems getting XP to update to SP2., I got Microsoft tech support chat. Well, the person on the other end, once I got thru their initial script, came on with a name that in Japanese works out to mean butthead or Sh**head.. (that was the first flag), took about 5 min per response. and almost 15 min to tell me how to boot to safe mode (which I had already said I knew how). They did not listen to ANYTHING I said after my initial question. I and just kept going thru their pre-written answer. It was pathetic... I started having fun with them since with the textbook english, it was not their first language. I started answer their questions with double negatives and a positive response leading into a negative.. and still, no information was given to me that seemed to have resulted from my answering their questions.

1. I had to find the link to XP2 (they hid it good) on microsloth.com and install it myself. My Autoupdate is lockingup DCCom and timing it out..
2. I have a very bitter distaste for outsourced Tech-Support.

(not asking for support here, just relating my experience with Outsourcing.

Chromis

www.hybricom.com

They are based in the US. I have asked them and thier employees are also in the US. The prices look real good also.