Reseller Web Hosting Explained
Part – III
To beat the competition, the best thing you can do is to listen to your customer’s feedback and act upon it to improve your services. Make sure you pay special attention and provide easy access for your customers to reach you (owner) directly. Some customers can be really difficult but for your own benefit, pay more attention to customers who complain the most. Try and maintain a personal relationship with them and encourage them from time to time to not just report problems that they are facing with their hosting account but to probe the features and test the service to its capacity. This will not just help you improve your service but also build a rapport with customers as someone who listens to them and strives to provide them with the best. In the long run this simple practice will benefit you beyond your imaginations.
Another great way to win the heart of a customer is to offer fast and reliable support. The industry standard to respond to an issue is a couple of hours, however, top of the line companies work around the clock to attend to customer issues within 15 minutes which is quite impressive. As a small scale business you might not be burdened with a lot of customer issues at the same time and you can easily handle a support request promptly if at least one person on your team is online at any given point of time during a day, week and year. As a global service provider round the clock prompt support should be on top of your must achieve objectives. Prompt support does not win the game for you it is only half way through, you need to ensure that the problem is not only fixed properly but fixed to the customer’s satisfaction.
If you are a small team of individuals behind a reseller company a few of you can remain online 24X7 on popular messenger services like AIM, WLM and Yahoo to handle a customer’s questions on the fly. This will help you score a lot of brownie points with newbies, and rest assured of referrals through them. Some people get stuck due to their lack of knowledge with web hosting terminology, you can save them a lot of trouble and time by maintaining a knowledge base and having a few self help tutorials that address some of the basic and general issues. Self help resources are a great investment for small resellers as they help reduce the load on support staff, most people are happy to fix an issue themselves if enough guidance is provided.
A few top of the line companies like Courtix offer fully featured reseller packages and their resellers make optimum use of these packages to offer shared hosting plans which are so good that their customer have no idea about the fact that they are dealing with a reseller who does not own his own servers. Courtix customer support is managed by humans from the moment a ticket is opened, we do not have pre-defined responses for tickets, and you wouldn’t have to answer twenty different questions before your problem is finally resolved.
Related Posts
- Things to Know About Reseller Web Hosting
- Reseller Web Hosting Explained
- How to find Best Reseller Hosting
- Choosing the best reseller hosting plan
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