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Hosting companies no phone support - Servage the dinosaur

Discussion in 'Domains and Hosting' started by temi, May 25, 2008.

  1. temi

    temi Facilitator affiliate

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    In the early days of web hosting, hosting companies with no telephone support was the norm, this days hardly any hosting company exist without telephone support. One of the few remaining dinosaurs of this era is Servage.
    If you visit their contact page, they have a postal address and email address non customers can use, but if you are a customer, you are asked to login to the support system, what if your problem is that you cannot access the support system? No contact phone number not any other ways of telling them what your problem is?
     
  2. Gorkfu

    Gorkfu Affiliate affiliate

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    Then your screwed, lol. They think they are saving money by not having phone support, but I think those companies lose more customers in the long haul.

    My old domain registrar had no phone support and never answered my e-mails. Which is why I ended up moving my domains to godaddy. I would do the same if I had a hosting company with lack of support like that.
     
  3. DanielEZPZ

    DanielEZPZ Affiliate affiliate

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    We don't offer phone support, but we see it as a positive.

    We're not a large enough company to be able to afford dozens of staff waiting by the phone. Instead, we have a few people manning the support desk.

    If I were to have 3 people answering phones, and 6 people tried to call at the same time then three of those people would have to wait in a queue. If I had 3 people answering support tickets then the ticket would be submitted instantly, read by someone straight away and the member of staff can work on both tickets at the same time.

    Its one of the easiest and most productive ways of handling support problems. Not to mention it saves money. Some of the largest web hosting companies don't offer phone support for the reasons i've outlined above - Dreamhost for example.
     
  4. redsy

    redsy Affiliate affiliate

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    Personally, when am pulling my hair out with a hosting problem i'd rather beable to speak with someone. Just my opinion.
     
  5. temi

    temi Facilitator affiliate

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    I agree with you about speaking to someone, the problem is most of the time, the people you speak to do not have a clue and you are paying for calling them
     
  6. redsy

    redsy Affiliate affiliate

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    How right Temi, i forgot about the quality and took this for granted, maybe wishful thinking.

    The online support is often manned by different people and levels of expertise than the phones.

    EUK host am thinking of going with soon. The sales lines were good when i spoke with them, but sales is far different to support.

    Anyone experience of EUKhost please pm me or leave response on thread in web host section. Cant leave link, am a newbie here.
     
  7. vicdigi

    vicdigi Affiliate affiliate

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    To my understanding, Servage offer adult website hosting.

    Maybe they do not want to be contacted so easily for fear of abuse from the general public!

    .
     
  8. temi

    temi Facilitator affiliate

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    I bought a site hosted on Servage, I left the site there and I am quite happy with Servage services.

    They are quite a lot of restrictions on their server but its very stable.

     
  9. dbbrock1

    dbbrock1 Affiliate affiliate

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    I am not a fan of offering phone support. Its just more expensive and time consuming that other methods. What is the worst is that your tech is only able to handle one thing while on the phone...compared to multiple issues at once over helpdesk
     
  10. blacknight

    blacknight Affiliate affiliate

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    It depends on the type of hosting you offer and the type of clientele you attract.
     
  11. temi

    temi Facilitator affiliate

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    Phone support separate the boys from the men in web hosting term. Its also a fantastic marketing opportunity.

     
  12. blacknight

    blacknight Affiliate affiliate

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    Yes. Those who cannot afford to offer it will make excuses about how it's so "bad" or how it's a "problem" for X Y or Z reason ...
     
  13. temi

    temi Facilitator affiliate

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    Paul,
    Servage is good for basic sites, if you need to host complex sites there are the wrong company. There servers are too restrictive, you cannot even pass parameters to a php contact form on their server.

    I agree with you that their support is quite fast.

     
  14. [Tsohost] Darren

    [Tsohost] Darren Affiliate affiliate

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    We're looking to expand the hours that we cover phone support, simply because whilst it is used a lot less than the email/ticket systems, it is very reassuring for prospective customers. :)

    That said, a phone number on its own doesn't mean anything. You should be able to get through and not have to wait in a queue, and when you speak to someone, you should be able to speak to someone knowledgeable that can solve your problem there and then rather than someone reeling off things from a script. You should also not have to phone a premium rate line.
     
  15. ms2134

    ms2134 Affiliate affiliate

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    My company has both a support ticketing system, with fast replies, (Within a few minutes). And also we have a phone contact which you can call.
     
  16. krystalpaul

    krystalpaul Affiliate affiliate

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    The ability to call up for support during the working day is one of the best ways of offering good customer service. Allied with a ticket centre where non urgent problems can be raised, you have a great support mechanism.

    Support is often seen as dead time however the amount of new business we have earnt simply through offering great support to our customers has proven that it is worthwhile paying lots of attention to!
     
  17. krystalpaul

    krystalpaul Affiliate affiliate

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    Agree with everything in this post.
     
  18. BurtyB

    BurtyB Affiliate affiliate

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    Since I hate using the phone, offering phone support isn't going to increase the companies "worth" to me unless its something more than hosting/dedi (i.e. transit/etc).

    Also any "internet company" that requires me to use the phone makes me cringe and that includes Nominet and thier "you cannot pay for membership applications online".

    ChrisB.
     
  19. krystalpaul

    krystalpaul Affiliate affiliate

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    I think a number of support channels are key as everyone is different yet each person has their preference.
     
  20. krystalpaul

    krystalpaul Affiliate affiliate

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    Slightly off topic, I wonder how many customers appreciate the "livechat" feature on some web sites? This is something I have been looking to incorporate, but am not sure whether a large percentage of customers would use it....
     

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