Cut Your Support Costs AND Increase Customer Satisfaction
One of the biggest frustrations for both newbie webmasters and
web host tech support staff is the learning curve new webmasters
go through. Many of them come to us wanting to create a website,
but having no comprehension of how it all works. I can't tell
you how many times we have users create a trouble ticket because
they don't understand what FTP is, how it works, or why they
need it. And that is just one example.
We found that, even though we provide pretty comprehensive
information in the e-mail we send out to all new customers, they
tend not to read, (or maybe just not remember), what is
contained in them. While we have not yet found a way to stop
some of them from asking questions in trouble tickets that are
either broad scope such as "what is FTP?" or "how do I make a
web page", we have significantly reduced our frustration, (and I
am sure theirs as well), by being able to give them quick links
to answers to their questions. We have an entire page devoted to
support links for all 45 of the 'add-on' packages we offer. In
addition, we have links to free online HTML classes, FTP for
beginners etc.
Not only does this save us time, (and money), in technical
support, but we have had more than one customer tell us that
they purchased their web hosting from us because of this very
page!
There are other tools available for you to purchase "movies" of
the "how do I do _______" for CPanel, etc. But many people don't
use their speakers, others don't have quicktime installed and
hesitate to ever install anything that pops up asking them to
install it - I don't blame them. Plus, a hand reference of links
makes it easy for you to cut and paste relevant ones as answers
to trouble tickets.
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