Constant email support requests
We seem to have reached a critical mass point where we are hosting so many clients that almost every day we are getting calls about email issues. It's very rarely an issue with any settings in cpanel, it's usually something simple like a client has reached their storage quota, or they've got a new device and can't seem to connect, or the firewall has blocked a device (usually a MAC) for too many failed login attempts.
These minor little tech support calls are taking up a lot of time. And while we can charge for some support cases, it's generally not worth it as it takes us away from other more important tasks.
There's also the issue of damaging customer relationships when you point out "user error" to clients who aren't tech-savvy and then send them an invoice for your time.
Some of our team are suggesting that we start pushing clients towards externally hosted email solutions like G-Suite, but I feel like that will produce its own range of support issues that are just as time-consuming.
Would love to hear from any other users on how they deal with this issue and if anyone has any suggestions on how to limit time spent dealing with these calls?
-
Congrats on your success. You could always outsource your tier1 support to another company, usually offshore. You have to question wether you can offer phone based support especially if you are in the cheap hosting category. If you are charging 50 a year for hosting it's economically infeasible to take even one 30 minute phone call a year from that client. 0
Please sign in to leave a comment.
Comments
2 comments