Tech Support in Live Chat

[Phearx]

I'm not sure if this has been brought up in the past or if it is a currently open open topic, but I didn't find one so I decided to post it. I just opened an reselling account and need quite a bit of technical support to get through a lot of the bug or what ever after the initial setup. The one thing I've noticed about this website that they do not have an option to chat with tech. suuport in the live chat. I've had a few issues (expected with opening a new account) that I've needed to contact live support via email because WHB does not offer tech support through chat.

I think that thing would be a lot easier for all clients to talk to technical support, either new or old, because we know how much more comforting it is to talk to someone one on one compared to through emails with a different person every time responding, it also gets tasks done a lot faster.

[StephenJ]

It would be good having live tech support except the tech staff might already be busy doing things.

[Matt R.]

How many system administrators do you know that would be willing to sit taking live chat requests? I think they'd look for a new job overnight!

Seriously though, some minor technical issues can be dealt with by our live support team. We're constantly training them too and since we launched live support last year, they've progressed a lot. Ask if they can help you, if not they'll put in a ticket for you.

We're still toying with the idea of a WebHostingBuzz IRC room with clients helping clients and some tech help in there too.

[Phearx]

Thats very true. The idea just crossed my mind because I'm currently trying to get something resolved with an FTP issue on my account through emails, and it takes quite awhile to actually get all the information they need from me in order to get things fixed.

A live public chat like that would be a good idea.

[akash]

My 2 cents:
sometimes I have tried to ask simple question to Live help (even if commercial one) and in 90% my issues was resolved live.
the other 10% was resolved within 24 h so for me it's not necessary a specified live support tech team.

cheers
Andrea

[omniuni]

First, if you have an emergency (say, a dozen retail stores can suddenly not upload files, and the boss is yelling) I found the number on the home page. No guarantee that they can help you there, but if it's some mysterious problem that does not have to do with you changing or installing anything (something just stops working suddenly) they can probably at least check to see what's going on.

**side note: write your pages for PHP5, it is the new standard, and does not require much change**

Second, I love the idea of an IRC room. I know I would hang out there! I've had great luck with eMail and ticket support here, but a chat room would be great for client to client interaction. Another idea, is that you could possibly add "client support" to the live chat options. Knowledgeable clients could sign up to help out, and would at least be able to help with some of the basic "My FTP client won't work!" kind of stuff.

[Alan B]

Second, I love the idea of an IRC room.

Another idea, is that you could possibly add "client support" to the live chat options. Knowledgeable clients could sign up to help out, and would at least be able to help with some of the basic "My FTP client won't work!" kind of stuff.

I would not provide help in either of those. I am a strong believer in the value of searchable forums or newsgroups, in both of which I provide help.

If I spend my time typing help steps or solutions in IRC or live chat, it benefits only that one client as the content disappears after the session. By contrast, when I provide help in a searchable forum or newsgroup, my information remains and can be accessed in future by anyone with a similar problem who has the gumption to first search for an answer.

[calvynlee]

I also hope to have some instant chat with the tech support,

some time, when the problem come, my client is yeling at me, and I still need to wait the respond from the ticketing.

some time, I also login to the live chat, and ask the person there to speed up my ticket...

It is good if we (reseller) able to get some instant support from WHB, so that we are confident to let our client know our fast respond, customer satisfaction will bring us more business, so to WHB...

[Arkadij S]

Calvynlee,

Keep on speeding us up in the way you do.
It`s makes our work efficient, sometimes when the load of work is high,
we need to set priorities. And those tickets, which we are requested to resolve ASAP,
are resolved out of turn.

As for instant support, I guess you understand that some issues need time to be investigated and fixed, so... anyway you can always get level-1 technical support via chat.

And one more thing:
http://www.webhostingbuzz.com/forum/...1357#post11357

Saf M
We provide support to the reseller only. What it means is if your client has an issue he/she would contact you first and you would then open up a ticket with us. We remain completely hidden in the back end. I am afraid that is how our reseller hosting business plan works. Your clients are yours. All we do is host you and your clients while remaining completely quiet behind the picture.

Anyway, feel free to contact us anytime you wish and we`ll do all our best to assist you.