Hosting 365 copies Novara for technical support.

May 28th, 2008

In March of this year Hosting 365 dropped free phone support during business hours. This left many of their customers unimpressed to say the least. They’ve made a point of their phone support in the past but In their own words:

“Over the years, we’ve provided free phone telephone support during office hours. In that time we’ve learned through experience and feedback that telephone support is inefficient, expensive and not as effective as email or live chat at delivering problem resolution.”

 
Of course we’ve been saying the same thing for years about dealing with technical issues over the phone.  All technical issues are processed via live chat and emails through our case ID system.  And this system has worked brilliantly for us and for our customers who get their issues dealt with quickly and effectively.

 
However we haven’t found it necessary to charge premium rate prices for calls about billing or customer care issues. And while it makes sense to resolve technical issues through live chat and email, we do find that many issues to do with .ie registrations, transfers or even general questions can be solved with a quick phone call. So we’re keeping our lo-call number as it is.

 
One of them main questions we were asked by customers after the Digiweb buyout was will our support system be changing?

 
We feel we’ve struck the right balance in how we support our customers and feedback over the last few years has confirmed it. So we’re staying with the same systems and the same people. You won’t see us seesawing from offering to support everything over the phone to suddenly charging premium rates.

We know our system works and we’re keeping it.

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