Customer service offers a direct telephone call service to your clients all over the world. With the correct customer service provided by the web hosting’s support and service, there is hardly any chance of a problem with business growth. But these are ideal conditions. What happens in most cases are misunderstandings between the support and customer, language issues, and the contextual difference that lies between communicating the problem and giving the solution.
Fortunately, you don’t even need a $1million budget or a dedicated team to provide excellent customer service. Using a few simple tips, tools, and free software to provide the right support will set the pace for support. This is only if you find a good provider of web hosting services and support for reseller hosting packages.
Even so, you will need to understand how you can do better with a good support system if you are to provide service as a reseller hosting provider. With this article, we seek to tell you how you can provide support as a reseller hosting facilitator. So, if you are keen to know, please read further.
1. Decide the availability of your support
Ideally, support should be available around the clock. However, this is not always possible for startups and small businesses that typically operate with limited resources. The most important thing is, to be honest with your customers.
The promise of 24/7 support can attract new customers, but if you don’t keep that promise, they’ll be irritated very quickly. If you can only offer real help and support that too 24/7, it is important to let the people within your organization know about it beforehand.
Excessive promises and deliveries often result in a poor customer experience. It can also damage your reputation as a reputable hosting provider. When determining availability, it is important to consider the time zone and level of customer service.
However, to maximize your ROI, we recommend that you consider your customers’ business hours. Suppose the main customer is open from 9 a.m. to 5 p.m. Eastern Standard Time (EST). The introduction of this schedule into your calendar makes sense with priority as it contributes to profitability.
Availability also depends on the type of support provided. Employees must have access to live chat or phone support. Please note this when creating the contract, as access to support may be restricted.
If possible, we recommend providing at least one automated support channel, such as a chatbot or a ticketing system. These automated functions can create the impression that you are on site 24 hours a day, even when employees are physically unable to answer.
2. Offers multi-channel support
All customer service inquiries are different. Some of them need quick action, such as when an important website is down because of a mission. Others, perhaps need a generous time frame.
Likewise, customers may prefer to access support in a number of ways. A lot of people like to speak to people directly. Some people find it helpful to discuss digital support issues via live chat. Many customers read blogs and online documents to solve some technical glitches by themselves. So, in short, different people have different choices when they want to find information that helps them solve problems.
In such a case, it makes sense to support multiple channels to deliver a fantastic experience for all of your customers. Some of the commonly used options are phone support, ticket-based systems, live chat, chatbots, and self-help resources.
The provision of multi-channel support gives customers the flexibility to choose the method that best suits their needs. If they can, you will have a good start even if the customer is complaining. Forcing a user to contact you through a bad channel puts you in a frustrating situation, even if the problem is relatively small.
3. Providing own resources for self-help
Some customers prefer to find the answer to their queries themselves when faced with technical problems. But understand that this could be a way of doing things for some people, as not everyone is accustomed to resolving issues by waiting on calls. It may also be necessary due to a busy client schedule or conflict with time zones. This is why in certain instances customers prefer self-resources if there is a language barrier with their support staff.
According to a survey, 81% of customers try to solve the problem themselves before contacting the person in charge. This figure shows that self-service is the preferred method of customer service for most audiences. Because of this, it’s important to have at least one self-help channel to serve your customers. One choice is to utilize a module like Knowledge Base. This allows you to construct a library of documentation and assets.
This guarantees they can explore your asset effortlessly, and discover precisely the data they need to determine their concern – without addressing client assistance.
4. Providing support that is multilingual in nature
Being a reseller hosting provider you have the potential to reach and do business with a large scope of people. With 74% of Internet users speaking languages other than English, supporting multilingual customer service can dramatically increase your customer base. It also helps customer service reach five-star status, with 65% of consumers choosing to access native language content.
For the best outcomes, attempt to enlist multilingual individuals to your support group at every possible opportunity. Consider employing local language speakers so that they can decrease the errors in communications and guarantee that your staff follows linguistic preferences for the customers of that region. This can expand the odds of worldwide customers having a good understanding and an idea of your customer support.
We encourage you to be open to all kinds of various languages and as much as possible, but this is not always the case. For the best return on investment, it makes sense to prioritize the language that is evidently popular within your core audience or customer group. You can then identify people who speak those particular languages. Then, you can go all out with your customer base with analytics platforms like Google Analytics. Note that multilingual client assistance isn’t restricted to phone discussions. In case you offer live talk support, you might need to decide on a preferred solution for the same.
5. Show that you value their time
According to a survey, 66% of customers consider the value of time as one of the critical aspects when it comes to customer service. When providing multi-channel support, customers can choose the one that’s right for them. That means you’ve got off to a good start.
Giving callbacks is another way to show the value of time. This will prevent customers from being stuck in the support queue. When the customer calls the support team, the mindset is on to solve the problem as efficiently as you can. As per a survey, 82 consumers expect an immediate response to a query and set an “immediate response” within 10 minutes. Responding to all inquiries during this time is a definite route to add value to our customers. However, this is not always possible, especially for small businesses. Certain requests from support are complex and may require additional review or expertise development.
With such scenarios, it can maybe be helpful to allow customers to receive inquiries and respond within a jiffy. Quite a few ticketing systems have built-in auto attendants. You may also see a pop-up window confirming that you have received the request. In case there are dedicated support email addresses, we recommend that you use an automatic email response.
Support is only part of a positive customer experience. The quality of your hosting service can mean the difference between a happy customer and an angry phone call with your customer service reps. To provide the best possible customer service, we recommend buying your host from a provider that offers high performance and a return time guarantee. Here is hoping that you have enjoyed reading this article. If you have any doubts about this, please share them with us in the comments section below.