Need a 3rd part support system

[turnkey]

Hi I am looking for a 3rd part support. I would like to be able to offer my clients better support and advertise the fact that I have live support during certain hours of the day.

I have a few reseller hosting sites and a few hosting clients. I would like to add a better customer service system to my hosting and need someone to handel any if not all client emails, help deks support, forums

Is there a company or website out there that offers this type of support?

Thanks again for all info

[paulcreedy]

The problem with 3rd party support systems is that to fix problems you often have to have access to the users account.

Not something I'd really want to do myself because there are too many issues with it. Your clients may not be too happy either.

You could try getting a couple of your faithfull clients to become moderators to deal with basic queries, but pass on the difficult ones requiring account access to you.

Another way is to place a knowledge base for commonly asked questions on your site. I've just started one here with a product I may sell on eventually.

Here is a small example of a KB:
http://www.rhonddacynontaff.com/kb/

[turnkey]

Yeah thats what I was thining also, we have started that already, Just wanted to be able to "Boost" a 24/7 support systems, Even if it is a simple help deskl support system is better then nothing

thanks for your idea

[jpocalles]

Hello ,

We provide such 24x7 support service.

you may have a look at http://www.outtasking.net

Regards

[catchme]

There's an article about that here:

WHIR Article

You're right to be concerned - poor support is the number one reason that customers will leave.

[hostfriend]

we been using livesupportcenter.com, mostly like the live chat feature, they have pretty cool interfaces too

[ellen_wi]

You can setup a help desk as I did. Go to http://www.liberum.org/ There's a really neat help desk in ASP that works well on Windows servers, and it has a lot of the features of the Pearl desk. Nice part is that it's free. It even includes a section for a knowledge base. It can be used with an Access or SQL Server back end and it's all open source code. Also, I'm presently working on modifying it to work in conjunction with MySQL which is what I use on my site. Just a thought.

[top25hosting]

I posted this in another thread but it fits so...

There are many good outsourcing support companies out there.. there are ones not so good, but there are good ones out there.

Becuase of how we are running our site an NOT taking any payments from webhosts we have been contacted by a few support companies that were curious about advertising on our site to attract webhosts.

When asking them about their pricing structure we have found that there are a couple that do NOT charge for your toll free number that THEY provide, but only charge you a $1 price per domain that you host.

GREAT for startup hosting companies that want to offer 24/7 support and only pay $1 per domain.. build that into your pricing structure and you have a great hosting company.

If you find the right support center of course!

Some people say, yea but you have to give access to the support center and there is a liability...

My answer to that is, if you hire someone to come in and do tech support you give them access. So what is stopping them from starting a hosting company on the side and slowly stealing your customers without you knowing then quiting and running their own hosting company?

With outsourcing you have a signed agreement and if one of their employees tries to do this or if they do this you have a lawsuit on your hands...

Just a thought!

[Essentials]

Helpdesks are great.

Go Wireless.
Get an aircard, plug a laptop wirelessly to the web (access all over the country these days) and being able to provide support at anytime, anyplace really becomes much easier. Who else is going to provide YOUR customers the TLC that you do? WIFI really can open up many doors if you research it a little bit.