Support for resellers customers

[Jase]

To provide 24/7 live chat and email support for resellers customers.

This could be charged at around $30 per month.

One HostNine technical support staff could most likely handle all of this and it would be very popular, giving HostNine an enormous advantage over competition, generating more overall sales in edition to a high volume of sales from existing customers.

It would also give potential customers a reason to feel secure about becoming a web host.

The live chat service would be for support only, not sales.

[ahiyas]

this idea is good. but this shall not be done in such a manner in which support provided to existing resellers are effected.

Right, this would require additional staff, and more modules and changes to existing support procedures. Right now, it's not high on the list of to-do, but it is something we continue to consider.

[Jase]

This will significantly strengthen HostNine Support, generating an exceptionally high level of income directly from the support team.

People see having 24/7 live chat support on their own website as an exceptionally high value added product and for this reason will spend more on support then they spend on their reseller packages.

For resellers to see 24/7 live chat support on their own websites is something that instills an enormous amount of confidence and pride in what they are doing.

No additional modules or significant changes are required.

Live chat support would need to be by PHPLive as the license supports unlimited websites and would be for first level support related issues.

For email support, resellers would need to redirect support@thierdomain.com to HostNine and that is it. Support tickets will be created automatically and when HostNine reply to the support ticket, the resellers customer receives an email that appears as though it was from support@theirdomain.com. There will also be automated email replies advising the ticket id etc.

HostNine do not need to increase their support staff until required.

When HostNine wonders about supporting end users, it should keep in mind that this is exactly what is going though the minds of potential resellers, the only difference is HostNine is already offering support and know they will have no problem offering this service.

Offering this service will mean significant increased growth for HostNine.

[kingaman]

you say no additional modules are required, and then continue to describe a complex system which i'm almost 100% is not compatible with the current system used by host nine.
Also, what happens if a the customer asks a question that host nine cannot answer such as a billing issue, or another service provided by the reseller but not through host nine.

[DiverseHosting]

Billing issues can be addressed as, I'm sorry, this is the support department, and we do not have access to those records. The billing dept. can be reached at...

As far as support for products that are not through H9... That is a major problem with this idea.

The only way it's really possible is to have a generic domain setup for support such as myhostingsupport.com and all of the replies would come from that rather than yourdomain.com

[ahiyas]

have any one of you tried services of Live Chat by DirectI or Reseller Club?

live chat would not be an option either, it would be ticket only. Live chat would require 10's of additional support, and an insane cost to you, the customer.

[britsenigma]

Yes, great in theory. Every business has a way of doing business. I wouldn't want to put my business reputation into the hands of someone I don't know.

Support issues...are problematic, simply because, when stuff goes wrong, people get pissed. And when you deal with pissed off people all day, you end up that way yourself, and it only takes 1 slip of the....fingers to lose a customer.

I'd probably pay extra to this, but I'd have to setup a way of diverting to H9 support as a last alternative. A fallback plan for when I'm asleep