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Old 10-24-2014, 04:03 AM
SLogix-Brian SLogix-Brian is offline
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in-house support

Is it important to provide in-house support on reselling?
 

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Old 10-24-2014, 12:07 PM
RayBaron RayBaron is offline
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It is not only important, it is probably essential.

It is difficult for outsourced support to provide in-depth help to resellers because they won't get access to the server for troubleshooting.

Basic questions are not a problem. How do I configure my mail? How much is a plan upgrade? Why pay for someone to answer the easy questions?

If the question is more difficult or requires troubleshooting, out-sourced support will often "elevate" the ticket to advanced support. That is you.
 
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Old 10-24-2014, 07:21 PM
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LMD LMD is offline
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I offer hosting for my clients as a value added service combined with our design service. So, I don't sell it as a stand-alone product. I'm the client's first contact between 8-5pm with online chat and direct telephone support available 24/7. In-house for me is what helps sell it. I don't spend a lot of time with clients on support as the system is reliable, so it makes sense for me.
 
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Old 10-27-2014, 03:59 AM
SLogix-Brian SLogix-Brian is offline
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I guess support is important as it brings more clients to the hosting service.
 
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Old 12-15-2014, 12:06 AM
pingpipe pingpipe is offline
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As a reseller it would definitely be the best way to support your clients.
It is okay to outsource your support services, there are many good companies that specialize in answering most end-user questions.
 
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Old 12-17-2014, 12:02 PM
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InclusiveHost-John InclusiveHost-John is offline
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Yes, in-house support helps. The reasoning behind it is that your own staff will likely have more invested in resolving the problem quickly and ensuring that the customer is satisfied. Otherwise, if you're paying like $1 per ticket, there is not much incentive for the user to fix all of the issues, but rather they could continually request new tickets to resolve the client problem.
 
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