Technical Support. Where is the value?

[Juon]

Interesting, but true - technical customer support service is a non-value added activity in any organization (costing wise). Which means that you should look at presence of technical support department at your company as failure, not a success.

[Chicken]

Then fire all the techs, which is what many major companies and the company (district) I work for did. Really techs are optional and all they do is help your customers and keep things running correctly. Where's the value in that?

:banghead:

[xAngelx]

Sales gets clients, technical support keeps them.

Features don't matter, you can have a million features but unless you have staff to help clients learn to use them the clients will move on.

Tech support is an investment in your companies future growth and continued success.

[blue27]

Interesting, but true - technical customer support service is a non-value added activity in any organization (costing wise). Which means that you should look at presence of technical support department at your company as failure, not a success.


True based on what research?
What you are saying makes no sense. Technical support in the hosting industry is everything. It's an industry that has a constant need for information and there is no such thing as a fail proof server.

If good technical support is not a value added feature thenI don't know what is.

[starsearcher]

True based on what research?
What you are saying makes no sense. Technical support in the hosting industry is everything. It's an industry that has a constant need for information and there is no such thing as a fail proof server.

If good technical support is not a value added feature thenI don't know what is.


I totally agree this. Technical support is everything in hosting. That's why clients tend to look for company that provides 24x7 technical support.

[ThinkSupport]

Exactly ...you cannot just cook food without salt ..I hope you understand. If it had no value then there would have beens no adds such a s 24x7x365 days support on all top class Hosting companies.

I feel value of true support is really known by companies who take there business seriously.

[vividkey]

Interesting, but true - technical customer support service is a non-value added activity in any organization (costing wise). Which means that you should look at presence of technical support department at your company as failure, not a success.

Wow the next thing you're gonna say that's worth listening to is that the people in the Sales department don't truly sell packages to clients.

In my experience if you don't have someone who actually knows what the hell is going on the time that it's gonna take you to find out what's going on the customer is going to decide to find another service provider elsewhere.

[markblair]

Interesting, but true - technical customer support service is a non-value added activity in any organization (costing wise). Which means that you should look at presence of technical support department at your company as failure, not a success. Wow, this is surprising. I'm also wondering where you got this information from? Did you just make this up?

Any company, not just hosting companies, that don't invest in a good technical support department is destined to failure. I have personal experience with that so no research is necessary. Unfortunately though I was on the end where the company thought like you do. :rolleyes:

[Juon]

Thanks everyone, i will take all your comment as a reference. These help me a lot :idea:

[pixel_fenix]

You could go yahoo style and neglect support. They have plenty of customers.

[erika6343]

To be honest, I'm disgusted with pretty much any tech support there is besides my own. You wait on the phone for hours, you wait in line on the support chat for hours and you get someone who either doesn't speak your language or has to transfer you. Then you get someone who has no idea what they're talking about. It's all a waste of time...

[hostechsupport]

It all depends from where and from who you have taken the support from.There are companies that truelly live up to their advertisements and there are companies that give you a run for the money you've invested...It all comes down to picking the right technical support team.So no one can pass judgement on technical support..there is the good and bad in everything...but yes....no company be it hosting or otherwise will be able to survive without technical support:)

[PipeTen]

Sales gets clients, technical support keeps them.

That is a great quote but I think technical support also gets clients because if you have a good support team existing customers will recomend your services to other potential customers!

Who needs Salesmen? ;)

[ThinkSupport]

It all depends from where and from who you have taken the support from.

Very true ..but its "From "WHOM" you take support ..Right" ;)

[James-A]

Yeah, that's the big point from whom do you take support. If you asked me about any server management company I'd say etechsupport.net because they are very professional and also have good reviews at WHT and I've personally tested their support system.

[asp-hosting.ca]

You can try to minimize the involvement of the tech support in your business, by using online tutorials, FAQs, and reliable and intuitive control panel, but you will never be able to completely get rid of it.

[AB Hosting]

Good Customer Service is a key to successful business