5 {{ upvoteCount | shortNum }}
5 {{ upvoteCount | shortNum }}

How much support do you offer..

by Kim Standerline
4 replies
Just reading the response in a particular thread where it states a provider doesn't provide weekend support.

Having been in urgent need of support from that particular company before Xmas at a weekend, I was amazed they were offline at a time when so many customers would be "online" on their days off (i.e the weekend)

It's difficult to offer support 24/7, especially if you're a one man operation, so how do you give good solid support to your customers without killing yourself in the process

Cheers
Kim

Edit

How I do it

I ought to add I run a helpdesk manned by someone very able, I also have programmer etc popping in to answer queries. One thing I do insist on (and always have), is that it's manned over the weekends and holidays, so we all end up taking a turn
#offer #support
  • Profile picture of the author sylviad
    Outsource someone to take over your help desk when you are not around. That's what some people have done. If you have a good idea of the types of problems that arise, you can train that person(s). At least someone would be there right away, even if your helper can't answer until you get back.

    Your other option would be to state that they should allow 24 hours for a response, and then check your help desk every 8 hours or so to see if there is anything you need to take care of.

    It would depend on the type of product/service you are selling and how urgent any questions can be.

    Sylvia
    Signature
    :: Got a dog? Visit my blog. Dog Talk Weekly
    :: Writing, Audio Transcription Services? - Award-winning Journalist is taking new projects. Warrior Discounts!
    {{ DiscussionBoard.errors[457080].message }}
    • Profile picture of the author jjpmarketing
      Just give the best service you can when you give it. You can also pay for weekend support. I don't remember the website but there is a service or two that does just that... provides hourly support. Then you and your staff wouldn't have to worry about it on the weekends.
      {{ DiscussionBoard.errors[457168].message }}
  • Profile picture of the author TheRichJerksNet
    I offer support on 7 days a week.. I give personal support by email and my site also have a full built in ticket system, most tickets do not wait over 2 hours for a response to them.

    Being a website developer I learned long time ago to offer support, period.. If I am going to produce a product then I need to support it.

    James
    {{ DiscussionBoard.errors[457179].message }}
  • Profile picture of the author jonhel
    Sadly, the internet is generally known for poor support and in my opinion, its faceless nature makes providing quality support more important than ever.

    People expect support to be available when they need it and you need to be able to provide it.

    As Sylvia suggested outsourcing is a possibility but in my experience the starting point is providing excellent self help/FAQ resources. In my experience, outsourcers are often poorly trained resulting in canned responses which often miss the mark.

    Jonathan
    {{ DiscussionBoard.errors[457375].message }}

Trending Topics