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Nothing like those losers paying under $10/mo that have to call at least twice a week to bend your ear because they forgot how FTP worked. That certainly helps one maintain a bottom line on a budget.
Let me correct your question... When LW destroyed, burn to the ground WT and gangbanged existing customers? Well its been a while. WHT is full of complains about it. Some drama in there.
I'm sure if you really wanted to, you could verify via ticket then call a pre-agreed phone number, which a lot of the top-tier providers do. I've also found many issues actually benefit from a conversation at some point, as opposed to endless emails going back and forth.
If you don't want to do it that's fair enough, but I think you're slightly overstating the case for not doing it.
@Ympker you could just ask me ;-)
Of course phone support is included in my managed offers and did you know? I speak german ... more or less :-P
@Ympker you could just ask me ;-)
Do you have a website with your offerings and prices?
Let's be real only problematic customers use phone support. Don't waste anybody's time, just fill a ticket. If the host is good enough... by the minute or 2 you will get an answer.
Nonsense.
Haha well yeah good point. I think you do speak German :P But he would want to use rather a "big established company" no freelancers and such
I'm sure if you really wanted to, you could verify via ticket then call a pre-agreed phone number, which a lot of the top-tier providers do. I've also found many issues actually benefit from a conversation at some point, as opposed to endless emails going back and forth.
There honestly no circumstances which speaking to someone over phone has benefits compared to a ticket. If someone wants some made up fluff and not the full and correct answer phone support is their way to go.
That is a completely mental statement. I'm actually dumbfounded you've said that.
So what about this: A customer (just as mine) is a non-techy guy. No geek, like at all.
He wants something done with his website or ahs a problem with it but he has neither the professional language nor knowledge to explain the exact issue (atleast when it comes to writing). What people usually do if there are any communication barriers is they talk (and if meeting irl give hand signs if e.g. you speak to someone with a foreign language you dont understand). By speaking to another a lot of people can come closer to describing the actual issue and step by step pinpoint the actual problem or somewhat stress out what they acctually need. Also a lot people just feel better having an actual person to talk to, like a personal agent, someone to call names if things go wrong or someone to ask again if you need something because you were happy with his work. This again does not reflect what support I need but there are people that want just that.
That is a completely mental statement. I'm actually dumbfounded you've said that.
Only way to find a fault in my statement is if someone chooses to not accept the reality of working in this industry and abstains from providing actual quality support.
OK fella, I'll be sure to send a ticket (no calls!) into my account managers tomorrow and let them know to pack in the phone support and follow the KnownHost model.
There are places for both, tickets are helpful to keep an official record and keep track of things as well as certain types of requests. I've found with some of my bigger clients the telephone generally keeps them a lot happier, and in fact a lot of tickets I end up picking the phone up and calling the client because it can make resolving issues faster.
Exactly. It's incredibly rare in any support ticket you get every single bit of information you need upfront to enable you to deal with a problem effectively. There are always questions, which lead to answers, which lead to more questions. There is no way on earth it's always faster to send tickets back and forth getting all the information than it is to have a quick call to figure out the situation.
I think you need some SaaS-based VPS with control panel and technical support like ServerSuit.
sorry to disappoint, but I don't have a website at all.
management often is more about individual expectations and terms then standard offerings ;-) and while I sometimes feel the need to put something up for marketing purposes I am running fine so far without.
of course I have some basic grid to offer from, feel free to ask for whatever you are looking and I am pretty sure we should be able to work something out.
Until you are stuck with a dumb AF customer on the phone. Dealing with the usual autistic OCD customer through phone is just a waste of time.
For the people I do management for they're perfectly content with ticket/IM contact as long as it's fast and it's not a canned response or "could be this could be that" reply. I don't think I'd ever considering doing phone support or hiring someone else to do it, doubt most actually enjoy offering technical support for hosting via phone...
I wish you and your family to always stay healthy, physically and mentally.
Thanks , you too buddy
Tickets are fucking overrated. I tried to contact my ISP a week ago and they don't even have a support email address. Fuckin c!owns handle everything by ticket.
They hate their customers. They know what it takes.
I know they do for sure. They're pure evil. And they probably collaborate with CC as their network is Ipv6 ready but they refuse to provide it as well.
Well, they've got my vote!
Approved by @WSS. I'll suggest that for their next marketing campaign.
Debate about ticket vs phone support aside... why not have the best of both worlds?
QuadraNet offers phone and ticket support, and have just launched our new proactive server management service!
https://blog.quadranet.com/quadranet-releases-imp-a-highly-anticipated-intelligent-monitoring-platform/
KH has same level of support quality as it was with wiredtree some says. And this is a massive advantage. Go with them. Another options: hivelocity, rackspace, unmanaged VPS with rack911 support (that is super premium).
So because some customers can be problematic on the phone, you shouldn't offer it at all? Couldn't the same be said for tickets?
For fucks sake, how are people so narrow minded in this day and age?
I get not providing a more expensive means of support if it's on the basis of keeping costs down, but making out it that it's unnecessary and causes too many problems is just lazy and demonstrates are real lack of awareness.
Your guys' unmanaged support (network issues w/ colo) was stellar, so I imagine managed would be pretty great.
@ OP
Had issues lately with WiredTree (LiquidWeb) support. KH has been great, haven't really needed to ticket - although I'd love to see if they could optimize a client's VPS with them because I'm too damn lazy/don't have the patience (or budget) to fuck around with cPanel.