Reseller web hosting companies across the globe comprehend that customer needs vary aggressively. While some clients are aware of crucial technical nuances related to web hosting, others lack the capability to open a control panel itself! Many a times, there are customers who have newly arrived into the horizon of web site hosting. So in order to make the experience interesting and not intimidating, providers have to render tech support services to cater to the reseller customer’s needs.
Advantages of 24x7 tech support
International web hosting companies provide support via globally located desks. They employ representatives through chat/email so that clients can benefit from 24x7x365 support. In order to accomplish the aforementioned goals, the right people must be hired and trained. Only then high quality and friendly web hosting support can be provided. Such a person should be knowledgeable in web hosting& its technical aspects so that particular differences are kept under consideration. Some service representatives need to be patient so that they can communicate in simple terms. Some people prefer English speaking tech representatives so that the communication is understandable and technical aspects of web hosting services are clearly discussed.
More important are training procedures because service personnel should render effective communication which is related to all the provided services. Some service agents have to undergo training and mentoring from managers/ other experienced staff.
Critical podiums of Support:
Basically there are 2 types of customer support. They are
• communication support
• technical support
Some of the best reseller web hosting providers divides their work flow across 3 groups. Each one of these groups focuses on certain areas which can actually support needs of clients.
Advantages of 24x7 tech support
International web hosting companies provide support via globally located desks. They employ representatives through chat/email so that clients can benefit from 24x7x365 support. In order to accomplish the aforementioned goals, the right people must be hired and trained. Only then high quality and friendly web hosting support can be provided. Such a person should be knowledgeable in web hosting& its technical aspects so that particular differences are kept under consideration. Some service representatives need to be patient so that they can communicate in simple terms. Some people prefer English speaking tech representatives so that the communication is understandable and technical aspects of web hosting services are clearly discussed.
More important are training procedures because service personnel should render effective communication which is related to all the provided services. Some service agents have to undergo training and mentoring from managers/ other experienced staff.
Critical podiums of Support:
Basically there are 2 types of customer support. They are
• communication support
• technical support
Some of the best reseller web hosting providers divides their work flow across 3 groups. Each one of these groups focuses on certain areas which can actually support needs of clients.
Representatives handle the core areas of their tasks with experience and server access so that higher level queues are catered. This leads to a streamlined workflow of all service agents:1. The Communication support department helps clients to learn all account related issues and comprehend proposed solutions clearly. Only the specific tasks such as script installation, email addition and minor tech fixes are managed.
2. Second level support technicians are powered by greater server access. They are experienced in resolving persistent issues arising for clients in web sites or hosting accounts.
3. Level 3 support technicians or system administrators generally monitor all servers and they ensure that support is run at optimal levels during an occurrence and the same is fixed in stipulated time periods whenever a server side issue arises.
Apart from the above hierarchy in reseller webhosting support teams, quality plays a major role. This is maintained through a FAQ (Frequently Asked Questions) section which basically handles actions. They are also provided with a cPanel step by step walk through via video tutorials.
Thus every reseller web hosting provider has realised that customer support is critical and plays a vital role in ensuring the client satisfaction quotient. No wonder that they focus on the same to keep relations cordial by hiring well-qualified English speaking technicians who are trained duly to assist clients 24x7.
