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Reseller with End User Support
| Posted by Losvre, 10-30-2008, 10:54 PM |
| Reseller with End User Support
Hi guys
I have sent some emails to several providers and only two, Innohosting and Westnic have replied positive. I am still awaiting for more replies. Any reccomendations/suggestions?
Thanks for the help
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| Posted by bager, 10-30-2008, 11:21 PM |
| Replied positive to your requirements or something else?
Whats your budget?
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| Posted by MrMcGoo, 10-30-2008, 11:51 PM |
| Quote:
Originally Posted by losvre
Hi guys
I have sent some emails to several providers and only two, Innohosting and Westnic have replied positive. I am still awaiting for more replies. Any reccomendations/suggestions?
Thanks for the help
A couple of thoughts:
1) Is the mail account you sent from clean (not on any spam lists that may have it blocked before anyone even see's it)
2) Was the subject something that would not be flagged and deleted by mistake
3) If hosting company is ising a challenge/responce system (like boxtrapper) did you reply bad to whitelist your mail ?
4) Did you send during Business Hours (usually 9-5, Monday - Friday based on the companies time zone)
I find it hard to believe in this economy that you would not get answers back...
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| Posted by JohnJ, 10-30-2008, 11:57 PM |
| I've no experience with Westnic, but I can recommend InnoHosting.
Good luck!
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| Posted by hD-Scott, 10-31-2008, 03:25 AM |
| Another recommendation for Innohosting!
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| Posted by Losvre, 10-31-2008, 12:10 PM |
| Hello
Bager I mean that they do EUS. All have now replied but still talk with them to make things clear. At the moment, EUS is provided by Innohosting-free white label, Westnic-free white label, layeredzone-free for few customers, scalahosting-small fee, ultrahoster-small fee, veridianhosting-not white labeled, crucialparadigm-$3/ticket!!, pc core-licence fee. I let you know for any more.
Cheers
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| Posted by JLHC, 10-31-2008, 12:48 PM |
| As everybody stated Innohosting seems to have a good reputation for reseller hosting with EUS here.
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| Posted by hD-Scott, 10-31-2008, 12:57 PM |
| Of all the resellers, Innohosting's EUS solution is unique. You are able to monitor and answer if you like any tickets, there's an ongoing record or every ticket and resolution, you can communicate with the techs as to how you want the tickets to be answered and when (for example just when you're asleep or on vacation), and they will answer your sales tickets.
It's a very versatile and seamless solution and integrates beautifully with WHMCS and it's ticketing solutions.
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| Posted by cartika-andrew, 10-31-2008, 03:35 PM |
| I would be wary of any provider offering free end user support... it is not a sustainable model at the best of times - and especially not when you have things like unlimited accounts, etc.. it is only a matter of time before serious complaints start surfacing about companies that have gone this route.. support is one of the major cost centers in this industry - especially if you want competent support staff and reasonable support loads for the staff so that you can get efficient and valuable responses... None of the serious players in this space offer free end user support (Think Hostopia, Mosso, etc) - and there are reasons for this. This just seems like a dangerous strategy to me for resellers. I mean its one thing if service degrades, you can move your clients. But, if support degrades, you may not know until you have already lost your clients. This doesnt seem like something that should be skimped on - but, to each their own I guess - and I guess it depends what types of clients you have and what market you service to begin with...
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| Posted by cartika-andrew, 10-31-2008, 03:37 PM |
| Quote:
Originally Posted by powerMonster-Scott
Of all the resellers, Innohosting's EUS solution is unique. You are able to monitor and answer if you like any tickets, there's an ongoing record or every ticket and resolution,
this isnt unique - it is how end user support "should" be handled. Many providers will give access to the account owners to their ticket Q to view and monitor tickets or respond to clients if required.
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| Posted by rv_irl, 10-31-2008, 04:30 PM |
| Quote:
Originally Posted by cartika-andrew
I would be wary of any provider offering free end user support... it is not a sustainable model at the best of times - and especially not when you have things like unlimited accounts, etc.. it is only a matter of time before serious complaints start surfacing about companies that have gone this route.. support is one of the major cost centers in this industry - especially if you want competent support staff and reasonable support loads for the staff so that you can get efficient and valuable responses... None of the serious players in this space offer free end user support (Think Hostopia, Mosso, etc) - and there are reasons for this. This just seems like a dangerous strategy to me for resellers. I mean its one thing if service degrades, you can move your clients. But, if support degrades, you may not know until you have already lost your clients. This doesnt seem like something that should be skimped on - but, to each their own I guess - and I guess it depends what types of clients you have and what market you service to begin with...
A bit of an ignorant statement to brand business offering end user support as not sustainable considering you have not seen every model, how it's delivered and how it works internally with every provider.
End user support isn't something we decided on a whim, it is something that has been carefully analysed and investigated thoroughly.
Just because some providers don't do it or charge extra, it doesn't imply or mean anything in regards why they do or don't. It could be due to various things, it could be something they're not interested in doing.
We provide support to over 25,000 accounts. If you or other providers have not yet figured out a way to make it sustainable, then I can understand why you brand it as not sustainable, but I can tell you for a fact, it can be sustainable and profitable. Which would explain why you would charge for it, and we don't. We have invested thousands on the end user support infrastructure and have only recently increased the budget. Our end user support software isn't something you can buy on the market. It has been developed in-house, using the features we need, streamlined to ensure we deliver it cost effectively.
Quote:
Originally Posted by cartika-andrew
this isnt unique - it is how end user support "should" be handled. Many providers will give access to the account owners to their ticket Q to view and monitor tickets or respond to clients if required.
Actually.. it is.
You didn't read everything Scott had to say. Reading and responding to your own tickets can be done with some software out on the market. I would assume you use the standard pre-built end user support functionality from H-Sphere to deliver your end user support. Limited to what H-Sphere does and maybe your own customisations. That's fair enough, but which other end user support software allows you to set the times of day you want support with it taking effect immediately, can turn it off and on whenever you want, set which departments are handled, be able to def
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