| Posted by webhos, 02-24-2006, 04:03 AM | | Hi,
Needed suggestion regarding reseller package with end user support. I checked webhosting offer section but couldnt find one.
Through some reveiws I found about varhosting.net.
Provide me some more list which had good service.
Thank you.
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| Posted by xancro, 02-24-2006, 04:05 AM | | Try resellerzoom. They provide end user support, but are much more reliable than varhost.
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| Posted by Shaw Networks, 02-24-2006, 06:44 AM | | I believe JodoHost offers end user support as well.
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| Posted by J_ks, 02-24-2006, 10:45 AM | | I am wondering how does this end user support works.... are the reseller clients satisfied themselves with their reseller provider that they are looking for end-user support
The whole situations stands as follows as I belive.
Datacenter
Reseller Provider ( abcreseller.com)
Reseller client ( xyzreseller.com
Shared host ( tophost.com )
Does abcresller provides the support as expected by xyzresller that the client is looking for tophost.com
How does abcreseller provide support and by what means are they transparent to the end-user...
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| Posted by Evolver, 02-24-2006, 02:29 PM | | When i was looking for s reseller i noticed Cartika http://www.cartikahosting.com has end user support for a little extra per month http://www.cartikahosting.com/Cartik...sting-Solution
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| Posted by umbrahosting, 02-24-2006, 04:59 PM | | I've had a positive experience with ResellerZoom. I would definately check them out. Very competitive costs.
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| Posted by webhos, 02-24-2006, 08:29 PM | | According to varhosting they will install helpdesk in our site so I hope they are anonymous.
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| Posted by webbist101, 02-24-2006, 09:48 PM | | WebKore also offers end-user support.
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| Posted by cartika-andrew, 02-25-2006, 12:01 PM | | Typically speaking, the root provider will monitor your support@yourdomain.com email address and respond from that email address to your end user clients...
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| Posted by J_ks, 02-25-2006, 12:25 PM | | Hah!,
Do u think that works , I can only think it as a marketing gimmic, you will always hear mix reviews about their support and wouldn't the end-user come to know that his provider is a reseller... and then they will just go to the reseller provider and register an account with them
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| Posted by J_ks, 02-25-2006, 12:37 PM | | I would love to hear more from the end-user support providers or their clients ( if they are here)
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| Posted by cartika-andrew, 02-25-2006, 12:42 PM | | Anyone can find out if a provider is a reseller and who their root providers are... So, whether end user support is provided or not, you will run this risk. However, if you truely provide value to your customers - they wont care who your root provider is, and they wont be leaving -
As for end user support - many resellers utilize hosting as a value add around their other services - web design, development, consulting, etc, etc, etc - therefore, outsourcing their hosting support simply makes good business sense - as 1) its not their core competency and 2) they dont have the resources to provide adequate coverage.....
End of the day, providers can only do so much to protect your anonymity - however - if you offer absolutely zero value to your customers - then you certainly run the risk of losing customers - and whether thats to your provider or your competitors really becomes irrelavent...
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| Posted by webhos, 02-26-2006, 01:12 AM | | I think end user support is best way to go because
1) Most of time we dont know whats wrong with server so its better to respond from server guys about what is going on
2) we can minimize time between resellerprovider<-->reseller<-->client
3) we can focus on other area like marketing etc. to expand our biz.
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| Posted by doppess, 02-26-2006, 01:29 AM | | I have end-user support for my clients, but they come to me anyway. At first this was annoying, but I've come to realize that they can get the hosting space anywhere for what I'm charging or less. What they're really buying is the customer service. That's not just answers to their questions, but it's reassurance. I have a lot of older business owners as clients and they want to talk to some they know. Sounds corny ... sorry
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| Posted by webhos, 02-26-2006, 01:35 AM | | I agree with you.. in way its true because I also have similar situation but during years as clients grown up its really hard to handle by them personally....
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| Posted by barfarf, 05-04-2006, 04:39 PM | | I too was looking into anonymous support and this is what I found…
Jodohost.com which does have anonymous support explained here
http://www.jodohost.com/anonsupport.asp
They also received excellent reviews at Web Host Magazine
http://www.webhostmagazine.com/bg/displayReview.asp?revID=200
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| Posted by CyberHostPro, 05-04-2006, 04:43 PM | | not bad use them then if they can offer you what you need.
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| Posted by barfarf, 05-04-2006, 04:57 PM | | I am a web designer and would like to start hosting my clients and keep the extra money for me. Sound good right? However i have concerns about hosting. I dont want to deal with common questions from my clients that waste my time or ones I feel I am not getting paid for. Also, I want to avoid questions that only a sys-admin (or a tech server guy) would know and I would have to act as middle man thus wasting my time. So my big question is anonymous support worth it? Or is there another solutiuon?
Anonymous Support Questions
1. Who do get support from?
2. How effective is it?
3. Does it save you from answering many questions? (Time saved)
4. Why types of questions have successfully they answered for you?
5. Do clients know or like it?
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| Posted by CyberHostPro, 05-04-2006, 05:01 PM | | Hi
you could do the support yourself, no reseller can provide the support only admins can do, but if you find a host with good support, if you could not answer the question, you could ask your host, then you can reply to the client.
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| Posted by rv_irl, 05-04-2006, 05:42 PM | | He can do the support himself, however if the web host he goes with provides end-user support then the advantage complex problems requiring root access to the server can be done directly by staff. Otherwise the process would be longer since you will need to contact the host and wait for them to check out the problem etc.
It's important however to develop a personal relationship with your customers (to some extent). I believe this can be achieved by billing & sales dept. instead of tech support.
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| Posted by doppess, 05-04-2006, 08:43 PM | | Since I last posted to this thread I no longer subscribe to the anonymous customer support at Jodohost. First, very few of my customers used it, and the extra 50 cents per customer per month adds up. Second, many of the customers who did use it were very frustrated and sometimes even angry about the service they received. I spent more time smoothing ruffled feathers than I did addressing whatever problem they had in the first place. Oddly enough, for time savings I'm better off doing the tech support myself.
My experience has been that, most of the time, questions fall into two categories:
(1) New customers who are trying to setup their domains and email for the first time.
(2) Complaints about server problems that affect everyone.
For new setups, I give them links to the control panel "how to" information provided by Hsphere so they can find the answer themselves, or I offer to setup their accounts for an additional fee.
For complaints about outages, I've usually got a tech support ticket in with JodoHost anyway, and I just mass email my clients with bulletins until the issue is resolved.
These approaches have been working better than the anonymous support I was using, plus it prices less and my customers feel better about doing business with me. It might be different if I had a huge number of clients, but for the number of customers I have, personalized service has paid off.
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| Posted by barfarf, 05-05-2006, 03:00 PM | | Thanks for in depth replay levelmeasure. Good advice. I guess anonyous support is not all that.
Hey Chrisbuk how do you provide 24x7 suppport?
I am sure i can support my clients myself but i just dont want to deal with it. I am afriad i will have to baby someone. Yet if use those free tutorials and prehaps have a higher upfront charge or highly monthy cost to manage thier requestsit it would be worth it.
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| Posted by CyberHostPro, 05-05-2006, 03:03 PM | | yes we have a number of agents who do tech support & sales on 24 hour rotating shift patterns both on support desk & live support.
I hope this answers your questions.
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| Posted by (Stephen), 05-05-2006, 03:12 PM | | I think one reason levelmeasure found that not using anonymous support was the fact that we keep the forums updated directly and for replies to direct customers we give more details by directing to forums, we can not do this for customers on anonymous support plans.
Prehaps we could paste some items, but for instance earlier this week with DDoS attacks, it was something we updated regularly through the entire period.
Anonymous support at many places will have pitfalls like this I think, and while good in cases, my opinion is that personal service is always best! Especially with customers that you talked to and they signed up with you, they many times want to talk to the same person for support.
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| Posted by Yash-JH, 05-05-2006, 11:54 PM | | We have quite a few resellers that take anonymous support with us. The ones that have over say 50 or 100 accounts find anonymous support a very useful tool so they can get their sleep and ensure customer tickets are taken care of.
But as Stephen pointed out, Anonymous support isn't a complete package at least at JodoHost. When we have an outage, we cannot post real-time updates about the outage at the reseller's website or directly email his customers.. As a result, if the reseller didn't update their clients about the outage via email, and they open a ticket and find out through us that things were down, they'd naturally get irritated since they weren't forewarned..
That is what I believe is the issue for levelmeasure. anonymous support is very effective for all other types of issues like account setup or performing a task, etc.
We are working towards a real-time update system with an XML feed that would allow resellers to post outage information on their website. I believe the more information that can be made available to end-users at the same speed it is done to our direct customers, the better our anon. service would work for resellers
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