How important is tech support? We don’t think much about it until we need it. Do you have a speedy, knowledgeable 24/7 tech team in place for when you need them?
It’s no understatement that the internet was a game changer. More than ever we are relying on the internet as a way to make money, communicate and improve our way of life.
Due to the dynamic internet, it’s not always easy to keep up. Our world has become increasingly connected over the last 20 years. Great you might think. But that means skills and knowledge can vary enormously. You’d be surprised.
Who worries about skill levels until something goes wrong?
Think about your feelings when something you rely on fails. Think back to switching on a computer to find it’s completely blank or you were facing that old foe the ‘blue screen of death’? Emotions range from panic to anger and frustration to rage, but impatience and even aggression are still common. Come on admit it, you know exactly what we are talking about.
So what happens when you come across a personal connection freeze?
Yes, there are zillions of helpful words out there answering a whole host of questions. But what happens when you want a kind voice to say: ‘Don’t worry we’ll sort it and get you up and running in no time’?
Right now human tech support is just what many people turn to in a crisis.
Maybe in the future robots might be empathic enough to deal with such queries, but right now human tech support is just what many people turn to in a crisis. The problem is people also hope for the best and don’t consider the quality of tech support when they are looking for the cheapest hosting or server deal. We all think we’re probably going to be ok, until of course, we aren’t.
Many hosting companies don’t provide a personal tech response.
Let’s face, it web hosting is simply a service and regardless of the business, any service or product must be supported by great customer facing support teams. This is especially true in web hosting. We all need it; but how many times has a wall of silence confronted you? Many hosting companies don’t provide a personal tech response, let alone one that’s open 24/7.
You know that sinking feeling when you fire off an email into the unknown and receive an automated response stating ‘don’t reply to this email.’ This is bad news on every level.
The key to support at is about building a meaningful relationship.
Support should not be about just robots, responding to requests as they are presented. Real support should mean teams who actually care about client’s services and want to enhance the relationship they have with a hosting provider for example. What everyone is looking for is customized responses based on the knowledge of the recipient.
Handling requests of all types sets great support teams apart from the ‘also-rans’.
There are always situations where clients need to be walked through a whole process, and there are other times where the client just needs some direction and they can handle the situation themselves. This ability to handle all requests and build the relationship with the client is what sets great support apart from the competition.
At 100TB our tech support team loves to solve your problems.
Of course, robots and AI in general don’t yet understand the problems and pressures of the client. Often the best part of a support team’s job is not just the satisfaction received from providing a solution, it is the excitement that is present as clients grow with a hosting provider. Knowing that support teams have the ability to provide exemplary service to clients and grow along side them is the most satisfying aspect of tech support work.
It’s a basic human need to be able to talk human to human.
We all know the use of web hosting increases every day. Each individual client has a different level of experience with website creating, email, dns and domain management. It is a lot to take in if you’ve just created an account and you’re presented with terms that are unknown and gibberish at first.
This is where it is critical to have the option of talking to someone. It’s a basic human need.
Quite often the option to be able to contact support will help clients learn and create a long lasting relationship with their web-hosting provider as they grow. It makes great business sense to develop helpful relationships that benefit business in every way.
Tech support is very important and often underestimated.
Tech support is not only valuable at the beginning, but at all stages of a client’s journey. It is crucial that the client is helped through clear expectations, and not necessarily through solved solutions. Tech support can come in various forms, but the overall goal is the same; to help the client have a working product that they’ve purchased, alongside a memorable and supportive experience. We have all found it frustrating when we’re unable to receive aid, especially when good money has been spent.
When a company offers a great product, but then fails because it was not the correct software advertised, what happens? Poor tech support results in clients not wanting to use the product in the future. With this in mind, 100TB tech support believes that even if a problem is not able to be corrected right away, prompt replies and updates do help and relieve stress. At 100TB we also believe it is the connection between the business and client that matters the most. We know the solution is out there, and you know that we are on the case.
There have been several occasions where a new or existing client has contacted 100TB with an urgent question, and our ability to provide a technical response while building a relationship is essential. This is something that not every hosting company can provide.
100TB technical support is here to help the person that is just getting started and needs help setting up their server, along with the user who wants to bounce a very technical server configuration off our support team to get some additional insight. Our team relishes a challenge, and is ready to solve your toughest questions.
So what can you expect from 100TB support?
- We offer three forms of contact — by phone, chat, and ticket submissions.
- We have 24/7 support.
- We don’t have chat hours, phone hours or unresolved tickets.
- We reply quickly even when dealing with volume
- We aim for a 15-minute ticket initial reply time
- We want our reputation to lie within our awesome tech support team
Each ticket is important to the client, and it is a great service to see that at 100TB we emphasize quick and effect responses.
So how can our tech support team help you?
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Originally published at blog.100tb.com.
