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Comments
In house.
In house.
In house of course. Outsourced support is often from India etc and causes problems in translation normally.
in house always handle with love
In house.
In houserino.
You can't effectively outsource this. Most of these so called outsourced support companies pile dozens of companies support into the hands of a few ill-experienced, ill-mannered contractors who are paid pennies. They have no incentive to do a good job.
We've acquired many companies over the years and I have seen almost all the major outsourced services. Customers being told to delete their website and upload it because they had a php errror, botched migrations, VPS's being reinstalled over the top of customer data.
Never, ever outsource support.
Most outsourced support I've seen are just forwarding machines. They buy time for you and that's it.
I am suddenly inspired to write a WHMCS module that provides the illusion of support. It randomly chooses an "escalation path" that takes 8 hours and reports it to the user, over a course of steps. The actual responses are randomized. Here is an example:
after 30 minutes:
45 minutes later:
1 hour later:
1.5 hours later:
etc.
Release the source - I'm sure we'd all love this module.
Thank you for the premium support sir!
I rarely use support anyway, so I don't care, and especially if it's something like a seedbox or testing box, the cheaper the better.
In-house of course.
In-house. No doubt about it.
in house
This question shouldn't of needed to be asked as it's easy to know what people prefer.
Most people would see this as awesome support
This was more of a follow up to another post I have regarding 100tb.com
I don't disagree, but ...
you get what you pay for. surely there's decent support companies available to provide prompt L1 support
poor support is likely worse than waiting a while for good support, except if it's urgent.
employees come with their own problems. often its better to subcontract someone than to directly employ. many EU countries are tough places to employ people (can't easily replace poor staff)
to run a decent service at LET prices, there's little margin to spend on a big support team. better to have a small but good team. my interest in this topic - I'm looking at options to increase my support team (in the right way, quality and price are both important)
lol, nice idea.
and for the main question: in house for sure
I would never give my business to a company that outsources customer service, be it a hosting company, utility company, financial company etc. That said, I can understand that low end hosts need to cut costs to stay competitive.
I do know of one hosting company that outsource a decent chunk of their support. I don't know who they pay but I've gone through their tickets a few times and I've been impressed with their techs' language and technical skills.
Support from home.
Outsource = Less trusted
One company we acquired (shared hosting) was paying $4000/month for dedicated round the clock support, from quite a well respected support company.
Dedicated team - we found working on other companies. We found copy/paste from other company's policies being quoted at our customers.
Dreadful
I can say out of 30-40 companies we have acquired that had outsourced support, not one of them were delivering a quality support service in any stretch. The responses were stupid, ill thought through and completely wrong.
The companies delivering the services were literally the top 10 providers of outsourced support.
Already exists, it's called Escalation Rules.
http://docs.whmcs.com/Support_Ticket_Escalations
But that is just routing tickets to actual humans. In other words, that is honest.
This would be automated, random "we're working on it", "we're investigating", "we're escalating" messages, like those you get form outsourced support :-)
I'm not being serious here. Or am I...
It's not the same thing.
when I found out about name.com I contacted their support to ask for renewal price of a domain. The support asked me "what website are you looking at?".
No way I'll ever use name.com after that.
I'll believe it when I see it.