| Posted by TheComputerGuy, 02-01-2004, 10:40 AM | | I am curious I am over about 20 accounts, I need to provide better support than just email.
How do you propose a good support way?
With only 20 or so clients not sure that is a good idea as it will not be very busy.
Helpdesk is somewhat good and I like that.
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| Posted by BVS, 02-01-2004, 10:42 AM | | Well you could start with a helpdesk, if you are positive that you will have someone online 24/7 then go for a live chat solution but if you dont have anyone online then dont go for it because it will make you look bad. If you are confident enough you could begin providing telephone support 24/7 or during your local business hours.
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| Posted by cornflakes, 02-01-2004, 02:49 PM | | For 20 clients, I would have them call you on your cell phone for support. You can get a toll free number and forward that number to your cell phone so your clients don't have to dial long distance.
You could also look into outsourcing your tech support. Search around on Google and you'll find several companies that do that. These companies are familiar with common control panels like cPanel, Ensim, Plesk, etc, as long as you give them an admin account that they could use to help your customers.
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| Posted by IHSL, 02-01-2004, 03:15 PM | | I'd firstly suggest that you build, and push, an easy-to-navigate, and informative "support center", to lay out your documentation.
By pushing it, I mean make it a focal point on your main page, so when users go looking for support, they don't have far to look. Too many companies shove their support center on some backward page, and then wonder why they get large amounts of calls/tickets per day, with the same questions (integrating an FAQ into your support center would be a good idea.)
I'd suggest that you get some flash demo's (they seriously take support requests down, between 25, and 50%.), http://www.DemoDemo.com would be a very cost effective solution for this.
To back that up, and make your life, and your clients lives a little easier, I'd suggest Cerberus as a ticket center. It doesn't have the cute icons that the others have( you can add them yourself if you wish ), but from a technical stand-point, it's a dream. Cerberus is designed to handle a lot of emails, and it's flexibility, along with the advanced spam filters are unmatched.
Lastly, I'd suggest http://telcan.net , for a low-cost toll free number. They also have upgrades available, for a full "Virtual toll free system", should you get larger, and require a more corporate base.
Simon
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| Posted by Macord, 02-02-2004, 11:13 AM | | try a support ticket system .. if you cant afford one at the moment try osticket.com is a open source project and pretty stable you might want to take a look at it
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| Posted by Brendan Diaz, 02-02-2004, 05:01 PM | | http://www.kayako.com/
Check it out, SUPER support tool.
- Felix.
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| Posted by ndxb, 02-02-2004, 05:11 PM | | cerberus is hideous to look at and looks too crowded! I strongly recommend getting clientexec. The software is so simple to use and our client's love it! It has client and billing management as well as a great support ticket system - piping should be available soon as well ... http://www.clientexec.com. You will not be disappointed!
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| Posted by IHSL, 02-02-2004, 05:18 PM | | You do realise that it's the user that creates the look right? Of course, if the user puts a lot of things in there, it's going to look crowded.
Piping is already available on Cerberus. Clientexec is apparently a decent program, but not choosing cerberus because of the default look is a little naive.
Cerberus doesn't concentrate on cute icons, it concentrates on a technical backbone (both on the add-on KB, and then actual ticket capabilites) that outdoes it's competitors, in my opinion.
Kayako have a good system, but rely too much on the "cuteness" in my opinion, when they could/should be attempting to make it the best technically based system, and rival WebGroupMedia in that aspect.
Simon
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| Posted by ndxb, 02-02-2004, 05:46 PM | | Yes, I am quite aware of that.
Thecomputerguy, it really depends what you want - if you want a system that is simple, easy to use, and is not overly complicated, then clientexec is a great deal. We've tried a few helpdesks including kayako, modernbill, and clients really just did not use those help desks. Participation through clientexec has been phenomenal and once piping and a few more features are added in the next realease, I do think it will be a leading helpdesk.
Try the demo out and see for yourself. Just keep in mind that simplicity is key (providing you dont sacrifice too much functionality). Just look at modernbill and how they messed up their product with way too many features... I dont like ceberus and dont think our clients would like that program but that's just my opinion. Also bear in mind that clientexec is a complete billing, client management, and support solution whereas the other helpdesks arent - its great value and centralizes all your functions.
Good luck with your choice...
Last edited by ndxb; 02-02-2004 at 05:55 PM.
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| Posted by hlshosting, 02-02-2004, 05:59 PM | | Having read this thread I checked out the site I buy my reseller package from. He offers to outsource support for me at £9.99 month for ten accounts. After this it is £1.09 per month per account. I would receive:
" Unlimited Customer Issues
Completely Self-Branded helpdesk with company logo.
24x7 Customer Support
Competitive costs including per accounts"
What do the experts think? Is this a good deal. Please bear in mind that when it comes to this reseller thing I can hardly work it myself never mind try and offer support myself. I have to say I have had to contact them for help a few times already and have been happy with the response and the response times.
Helen
HLS Web Design
P.S By the way they were genuine faults and not just me getting it wrong and not reading the instructions.
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| Posted by ndxb, 02-02-2004, 06:09 PM | | Helen, the pricing seems resonable if you have few clients. However, when that number grows then support can get very expensive! Then you might have to migrate all your customers from one platform to another as well.
If you really cannot provide support, then you will have to look to outsourcing it. However, carefully check this company out. Try and get some references from them. Their work will directly affect your company's reputation so dont take any chances.
Some companies abuse the per ticket pricing by just sending silly initial responses to your clients like "did you check your username and password" etc. and other obvious questions without getting to the root of the problem.
Research this company in greater detail and also check out some others. Another one I hear good things about is http://www.bobcares.com.
Good luck!
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| Posted by zipcode, 02-02-2004, 08:12 PM | | 20 clients should not generate a lot of support so email should be ok.
However you may want to invest in a good ticketing script such as esupport.
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| Posted by ReliableSol, 02-03-2004, 12:09 AM | | How does OTRS compare with these other systems?
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| Posted by r2h, 02-03-2004, 06:12 AM | | Sorry submitted twice
Last edited by r2h; 02-03-2004 at 06:16 AM.
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| Posted by r2h, 02-03-2004, 06:14 AM | | Try http://www.perldesk.com for small budget solution.
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| Posted by ReliableSol, 02-03-2004, 07:11 AM | | Hmmm, Perldesk. I can't see how a $50 licence fee is better for a small operation than, a free GPL application.
Also by virtue of the name I would assume Perldesk is a Perl application, whereas OTRS is a PHP application. Generally, speaking, PHP apps are less server resource intensive than Perl apps.
I haven't used OTRS yet, but had a good look through the site, and the screen pics, and it looks pretty thourough with lots of features.
I'm still wondering if anyone else has seen it, used it, researched it, and can make comparisons to the other systems mentioned in this thread.
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| Posted by hlshosting, 02-03-2004, 04:09 PM | | OTRS - does anyone have any feedback on them for me. Bobcares - anyone used them - I couldn't find any pricing for them on their site - I actually found it a bit confusing trying to navigate.
Am still open to suggestions
Helen
HLS Web Design
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| Posted by Indy4, 02-03-2004, 06:24 PM | | Lots of response to this question ... here is my two cents:
The absolute BEST way you can handle tech support inquiries is with a knowledgebase. Whether you write it yourself or buy one of the many solutions out there, it's the best way to go for you and your customers.
With a knowledgebase, EVERY question (and how you answered it) is stored in a database permanently. If a customer has a problem, your website should encourage them to search the knowledgebase for a solution BEFORE contacting you. You can even restrict the knowledgebase's "ask a question" area until they have looked at at least one article or done at least one search just to minimize the amount of inquiries. While some customers will insist on having a phone number to call, I've found that most prefer the knowledgebase over the phone. 9 times out of 10 it's something they are doing wrong - when its a server problem, you most likely already know about it. Once you've built up a solid knowledgebase, chances are they will find a solution in there first and will never have to contact you.
It is for these same reasons that e-mail and telephone are a bad way to go for a number of reasons. Primarily, your time / prices. If you DIDN'T have a knowledgebase, how much time would you spend replying to (or answering on the phone) the same question over and over from different people? Most new customers have the same questions ... most existing customers have the same problems.
If you figure out what your time is worth (what you pay yourself or your support employees per hour) and then compare that to how much you're charging for hosting, chances are if you spend more than 15 minutes on the phone with a customer you didn't make any money off of them that month.
Anyway ... knowledgebase is the way to go. Your customers get what they need faster without having to wait for a response, YOU aren't losing money in support prices, and the questions that DO come in that you have to answer will be answered FASTER because you won't be wasting time answering stuff you've already answered. I have about 2,500 customers and I get MAYBE one or two support requests a day. The knowledgebase answers a few dozen for me. (I wrote it myself in ASP/SQL, and one of the features I wrote in was a "Did this article solve your problem" option where the user can check yes or no - that's how I know the stats). As a programmer I've never bought a script for something I could do myself, but I know that systems are out there probably even better than mine.
Same goes for live chat - bottom line is if you talk to people directly you're going to be answering the same questions over and over, just asked by different people. Go with a KB.
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| Posted by hlshosting, 02-03-2004, 06:38 PM | | Thanks.
I found Help Center Live in Fantastico and have loaded that. Now all I need to do is write as many FAQ as I can think of. I think I will start with the problems I have had and some of the simple ones regarding email. At moment I have just started up and have less than ten customers but I am trying to think ahead and not offer less of a service in long run to these first few customers just because the budget is limited.
Helen
HLS Web Design
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| Posted by IHSL, 02-03-2004, 06:39 PM | | The trouble with restricting to only a KB, is the you are making the user jump through hoops, just to get an answer you his/her question.
I would encourage people to use a knowledgebase, but human nature isn't to use them, it's to ask someone directly, then you get a personalized response, and it also let's them know that in a time of crisis, you have people there, to help them.
I agree, in part, with what Indy4 says, but I would deffinitely not sleep well, knowing that our only support is a knowledgebase, it's just not good busienss to force a user into one option, and almost make them feel guilty for submitting an email.
Have all your support options clearly marked out on your site, and give the user the option of making the choice themselves.
If you find people are asking the same question as the previous 10, then simply draw up some email templates for responses, cutting your time down.
With regards to phone support, it's not all that great a neccessity when you're thus far only servicing 20 +/- customers, but you will find that many users want phone support, and will flatly refuse to do business with a company that doesn't have it (again, human nature).
Quick side note; Indy4, what's your website URL? I'm interested in seeing this knowledgebase.
Simon
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| Posted by KIA-Joe, 02-03-2004, 10:46 PM | | I'd recommend going with Kayako's LiveResponse and eSupport leasing package for $34.95/mo.
It's a great value and you don't have to put down a whole lot of money to get it.
They are also coming out with a new major release that will more tightly intergrate eSupport and LiveResponse that will most likely make this software the best in the industry.
http://www.kayako.com/
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| Posted by Indy4, 02-04-2004, 12:20 AM | | Here's a question for all of you guys who have insight on this subject ...
Is there a market for a desktop program (not a service) that will middle-man customer support e-mail messages between a reseller's customers and the hosting company?
Here's what I'm thinking of:
(1) Customer emails support@yourdomain.com
(2) This program checks that account at regular intervals and archives any messages received (sender, subject, headers, etc.) in a database ... Access, SQL, whatever floats your boat.
At this point we now would have the message stored in a DB. From here there would be a few options:
(a) Notify the local staff (yourself) that a new support inquiry exists. Whoever loads it up first "grabs" it and no one else can open it. They can answer the question, hit a "SAVE" button, and the response will be sent back to the customer. It also would simultaneously create a local knowledgebase of its own, giving you a history of every question answered without having to search emails.
This is what pretty much every support/help software already does. However here's the spin with Option B:
(b) An option (automatic or on a per-message basis) to forward the inquiry to another address (ie; the support address for the host you ar reselling) FROM YOU - not from the customer - and then when your host answers and replies, this program would receive that reply, strip out references to the host, replace them with yours or add your own custom header/footer, and send the message back to the end-user who asked.
Think there is a market for something like this? It's basically an extension of something I wrote once for a Poker site that was reselling another poker site. They originally had support@theirdomain forward to support@theplacetheywerereselling but customers were getting confused when the reply they got wasn't from the email address or company they e-mailed. So I put a little app together to middle-man it - check the mail, resend it from the reseller instead of the end-user, and when the reply comes in it strips out the other Poker company info and replaces it with the reseller info and sends it back to the customer from the same email address they emailed originally. Customers never knew the difference.
I could re-write this app with some more configurable options if you guys think there would be a market for it. Any thoughts?
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| Posted by seekhosting, 02-04-2004, 01:40 AM | | Hi,
I found that most customers do not like to post enquiry on HelpDesk. They don't like to check the answers from the helpdesk, so I delete the HelpDesk about one year ago. And I concentrate all my effort on emails only!
In my opion, the best supports are:
* quick response
* don't fool around your customers
* answer must be 100% relevant to questions
Must have enough knowledge before you are a supporter. When your customers feel that you are a knowledgeable person, they will trust you. Then your customers will say that you provide good support!
Although I am very old, I try to learn something new every day.
best regards
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| Posted by ReliableSol, 02-04-2004, 09:16 PM | | I hear what you are saying, and perhaps some other hosts can comment further on their own customers preferences and usage.
We offer a number of alternatives telephone (for locals), email, forum (that taps into a global support resource). Our experience is that;
1. the locals will telephone rather than email usually.
2. the rest prefer email to the forum
3. forum usage is very limited, even though the information store and access to experts is excellent.
Our problem is with several people answering support emails (which means several email clients polling the account), it is easy for support calls to answered twice and for continuity of support to be lost, as subsequent emails can get picked up by different supporters. For this reason, we are researching a HelpDesk solution.
I am still waiting for someone to comment further on the OTRS solution mentioned earlier in this thread. I also fail to to see how a $35 A MONTH solution is considered economical when compared to a FREE open source solution. Having trouble getting my head around that one.
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| Posted by datarealm, 02-04-2004, 10:21 PM | | I can't comment directly on OTRS as I've never used it (though I just briefly looked over their site and it does look pretty slick).
I have, however, used RT (request tracker) for a very long time... We have logged over 200,000 tickets. You can find info on the RT at bestpractical.com It's a bear to setup (requires mod_perl) but it's great at what it does, and can be highly customized to meet your needs.
Whatever package you ultimately choose, you definately will need some sort of ticketing system. Multiple people accessing one email account just does not scale (as you've already pointed out). And there are some very impressive opensource packages available. No need to pay licenses. But if you make improvements, share them with the community so people keep developing great software.
--
Andrew Auderieth
Datarealm Internet Services
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| Posted by DOBo, 02-04-2004, 10:36 PM | | That's not true, may be to you, but not to me. I'm not a host but an end-user and I use support desk in every host that I have account with.
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| Posted by rbobstmckay, 03-18-2004, 09:07 PM | | I strongly suggest you check out hostworks.ca
We use hostworks for all our support 24/7. They are very fast, knowlegable and friendly. They also monitor your server, so they'll know about problems before your clients do. ;-)
Also, they'll install their own trouble-ticket system for you...
Randy.
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| Posted by BWS, 03-19-2004, 05:52 AM | | The JointSupportForum (http://www.jointsupportforum.com) is certainly a solution worth considering!
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| Posted by mj4589, 03-20-2004, 05:06 AM | | Different types of support you can provide:
Tutorials
FAQ's
Flash Demos
Community Forums
Ticket Support
Live Chat
Telephone Support
Each has their pro's and con's so weigh them carefully when you choose which channels you wish to use to provide support to your clients.
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