XFuse Solutions, LLC
Vitelity is one of them...
I cant vouge for any of these since I have never used them and prices may have changed since I last looked, somewhere around last july. But here is what I found looking now...Umm, where are these $7 plans? I haven't seen any. Been browsing recently.
Yes you want to document every interaction. It sounds like a pain but it's a good policy to follow.Yea, good idea. What I tell my staff is to open the customers account and notate things. If they see it's going to be an issue then open a ticket for the customer with a description of the issue and if they have anything to add they can add it themselves... Normally people go Oh, ok, i'm good then... lol
This is true. Some users just know enough to be dangerous and when they break things they take it out on techncial support.Just an opinion based on experience,
I used to work as Linux sysadmin(the company have this policy where every staff is also customer service; so they publish everybody name, title and phone number extension) with some local web hosting that offer full range service from domain & shared hosting to dedicated & colocation.
My advise would be to either don't provide tech support through phone at all, or limit it to certain client(business/corporate). I can't recall how many times I spend half an hour to explain difference between hosting & domain, or IMAP & POP3, to shared hosting client who believe their hosting account is having problem due to their incompetence.
The worst part is shared hosting(not VPS nor dedi) client usually is the one who complaint and curse a lot. Why? because most of them don't understand enough and want it to just works(I blame Apple for this).
This is also one of the reason I quit, despite working with great team with great perks. The thickness of some is beyond me.
So I vote no for tech phone support. Maybe save it for sales & billing. Have some pity for your support staff, may god have mercy on their soul.
A little knowledge is a dangerous thing, generally any time someone tells me they're in the IT industry I cringe inside because I know it's going to be a long call.... This is true. Some users just know enough to be dangerous and when they break things they take it out on techncial support. ...