The web hosting industry is replete with different kinds of websites being run and managed by site owners with varying skill-sets. Hence, as a Hosting Reseller, providing support and service to web hosting clients can be highly time-consuming. While the type of queries will depend on the technical proficiency of the site owner, as a Hosting Reseller, being prepared for different kinds of queries is essential to offer a memorable service experience to your clients.
Hosting Resellers are aware of the keen competition in the industry. While most providers (companies and resellers) endeavour to offer competitive plans at competitive prices, customer service is what sets them apart. While large hosting companies have a team of dedicated professionals to handle client queries, Hosting Resellers usually find themselves overwhelmed with the complexity and volume of queries raised by clients.
Today, we will be talking about some common customer service challenges faced by web Hosting Resellers and how they can overcome them.
1. Should I offer in-house support or outsource it to a helpdesk?
Most Hosting Resellers find themselves at this crossroads early into their business. While in-house support gives more control over the support function and helps understand the client’s needs, it can be costly, especially if you have to run a 24×7 in-house support unit. On the other hand, outsourcing can be easier on the pockets but leave you with less control over the support-quality.
The best way to work around this challenge is to start your hosting business by …Read More