Web Hosting Help - General Business Operations
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Posted On: Thu 15 April, 2004
Asked By: Anonymous |
Can you give any advice on how to minimize resources but still maintain a high level of customer support for my web hosting clients? |
Posted On: Fri 16 April, 2004
Answered By: Anonymous |
| Customer support is probably the one of the most important aspect of any web hosting service, and requires a lot of effort and costs to maintain a high level of customer support and satisfaction. The two main methods that most web hosting companies adopt are to either automate or outsource it.
Outsourcing is a controversial issue but it can reduce the work load in your customer support department by delegating it to an external third party. Although, it does have benefits and risks, it really depends on the outsource provider that you go with. Some are good and some are poor.
Automating and streamlining support processes can reduce resources and personnel workload as well. This is often executed by adopting technologies and tools, such as, knowledge bases, live chat tools, control panels and support ticketing systems. The aim is to put some of the emphasis back onto the end-user.
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