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Old 04-14-2016, 06:57 AM
JohnDB JohnDB is offline
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How do you handle support as a reseller?

Hi every one,

I'm just curious about those startup resellers who buy reseller packages from large companies and then sell hosting to newbies. But how do they manage to provide 24/7 support? Do you guys hire staff? If yes, then how you manage to pay them salaries with a small reseller business. If not, then of course you will not be able to provide 24/7 quick support to customers which will not make your customers happy.

And what about time, how much time do you spend on your reseller business? And what are the main parts of a business which needs most time? Is it marketing of your business or managing of your business?

Just want to know how a reseller business works.

Thanks.
 

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Old 04-14-2016, 01:55 PM
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ScriptMan ScriptMan is online now
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Considering the ultra thin margins I can't image why anyone would want to be the 24/7 first line of support for a bunch of morons. Most companies selling reseller plans do expect you to be that.

IMO, a reseller plan only makes sense if you are a developer and hosting sites for clients where you've already made a nice take. A little icing for the cake.
 
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Old 04-15-2016, 08:01 AM
LeapWH LeapWH is offline
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One of the easiest methods to provide 24/7 support for new companies is to receive support e-mails to your phone. Set the phone to push notification when certain e-mail is arrived, that will wake you up at night and voila! 24/7 support is there

Another question is when you don't know how to do that support
 
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Old 04-15-2016, 09:09 PM
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MechanicWeb-shoss MechanicWeb-shoss is offline
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Well, providing 24/7 support requires at least 5 support staffs, if not more. That doesn't mean you can't do business.

There is nothing wrong in starting up a web hosting business with a reseller account. Many providers started out as a reseller and now they are a decent company.

If you are low on support staff or don't have anyone beyond yourself, it is crucial that you buy a reseller hosting that is decent and not overloaded. Also, the support you get from your provider is crucial, too. That has to be decent, too. That way you will have less issues on the server end even if you have, they are there to help you out. When you consider support, do not focus on initial response times, rather focus on resolution times.

Keep your eyes open for new clients. they are the ones who need support most times. If your hosting is good, it is likely that most of your clients may not need any support after that.

Use a support system such as WHMCS to provide support via support ticket system. Do act like you have many support staff and be honest with your clients. in most times, you'll find the good ones will appreciate your honesty.
 
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Old 04-17-2016, 12:34 AM
JohnDB JohnDB is offline
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Quote:
Originally Posted by LeapWH View Post
One of the easiest methods to provide 24/7 support for new companies is to receive support e-mails to your phone. Set the phone to push notification when certain e-mail is arrived, that will wake you up at night and voila! 24/7 support is there

Another question is when you don't know how to do that support
LOL.. then you will not get rest any time.
 
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Old 04-25-2016, 05:46 AM
LeapWH LeapWH is offline
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Originally Posted by JohnDB View Post
LOL.. then you will not get rest any time.
If your server/reseller is properly set you won't have much tickets to reply
 
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Old 04-29-2016, 04:49 PM
snakeair snakeair is offline
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As you can see from the replies so far, it's not an easy way to get rich and hard work and lot's of planning is needed before you start this business.

Besides the support stuff that's mostly talked about, have you thought about a marketing plan on how to get new clients? This a hard market so it may be worth it to invest money into your business more then one time. '

Remember, provide a good service to your clients meaning go above and beyond to help them and chances are they will recommend your business to there friends if they looking for a new web host or even your clients just sharing your Fanpage to say, I love my hosting from here.
 
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