Your help desk/support is more than just an avenue for customers to get help. It’s full of great data you can use to adjust your marketing, product selection and so much more. Web hosting companies cannot afford to miss out on this data when they want to grow their business.
The hosting space is incredibly competitive and you need to do anything you can to get an edge. With the right data, you can identify the things you need to provide better products and services for your customers. Here are some of the best ways you can use outsourced tech support and the data gathered to your advantage.
Number of Tickets Per Hour
With the ability to look at the average number of tickets you receive per hour from customers, you can do plenty of things.
First, you can decide how much support you need during business hours, on week days, on weekends and after hours. Second, you will be able to tell if there is a spike in support requests or if things are normal. A sharp spike could be a sign of an addition issue you need to address. Finally, you’ll be able to see where your customers are coming from for support, which can help you cater to their time zone and needs.
Type of Support Needed
Looking at the different requests, complaints and inquiries will help to make sure you know what’s needed. It’s different if customers are asking questions compared to complaining about something not working.
Questions can be turned into a knowledgebase or FAQ to help alleviate the support requests. In addition, complaints can be addressed quickly and help you see what might need adjusted in your hosting packages. Enquiries can also be turned into a FAQ page to help potential customers find the information they need.
This data will help you see what people want and need, as well. Requests can often help you add value to hosting package or recommend upgrades for customers.
If your support data shows you’ve resolved issues on the first contact, it will help you see how good your support is. Any good outsourced hosting support provider should be able to handle about 90% of customer issues on the first contact. If you’re not getting this average, it might be time to find a new outsourced hosting support provider.
Amount of Time for Resolution
The amount of time it takes to resolve an issue is important, as well. Any tickets taking over 12 hours become much bigger issues. Most of the tickets should be handled very quickly, but some will take a bit of time. However, nothing should go longer than 12 hours without a resolution.
When customers love the support, they will give you great feedback, which can lead to marketing opportunities. Testimonials are very powerful and offer great opportunities to help sell new customers. Make sure you’re looking for these and collecting them regularly.
Using support data will help you grow your business. There are plenty of things you can do to make your hosting company better. With this data, you can grow your company, increase your offering and make your customers much faster.