Solution - Needs and Analysis

By: Act Support  06-Dec-2011
Keywords: Web Hosting, Technical Support, Live Chat

Need Analysis

Once we reach a client who needs our services, we do a study of what their needs are, in detail, and then suggest a plan accordingly.

The Business development team analyses this and finds out the feasibility, on discussion with the Operations team. Time, Cost, technology, availability of resources and other factors are taken into account in addition to client needs and then a plan is laid out for the client.

Once the team starts providing support, we also collect inputs from the customers and send it back to the client. Customer input, volume etc are taken into account to decide on changes to medium, type, size (volume), time of support etc.

Whether at the initial stages or while in the process, the following criteria determine the needs to a larger extent.

With customer convenience in mind, ACT offers support through all medium. A client can choose one or more of them according to their business needs. Making all the modes of contact available is essential to cater to different situational requirements.

For example, a web server can fail unexpectedly and the websites hosted on that web server will face a longer or a shorter downtime in the process. Sometimes, because of such problems, the customer may not be able to reach your customer care service or the technical support staff in the conventional mode as the entire web server goes down. Having phone support service available to your customers where they can call , becomes the need of the hour then.

ACTSupport has been the pioneer in introducing phone support in web hosting support industry. Clients have found the ticket - phone combo pack very effective in improving their customer satisfaction levels. While level one issues that need a quick look are solved over phone, the rest are escalated to the helpdesk or system administration team accordingly.

Each one of these modes complement the other and together form a package that will provide enhanced customer satisfaction. Now that our techs are well trained to handle support requests through any medium, a customer query is answered through a mode that is most convenient for them combined with quick resolution time. This single window support strategy is very effective and guarantees enhanced customer satisfaction.

Generally, phone support is the best fit to resolve level one issues quickly or to build or regain trust with iritated / frustrated customers. Helpdesk support is ideal for level 2 and level 3 issues. Live chat strikes a balance when more interaction is needed and demonstrations are needed. Live chat also works best for sales enquiries. Based on their requirements and trend, the client can choose one or more of the support medium.

Hours: 8 / 12 / 16 / 24 hrs or as per need

There are few clients who have an in-house support team and few that don’t. Based on that and the volume of support requests, a client can choose the hours of support between 8 hrs to 24 hrs as a supplementary or complementary team for their support needs.

The after-hours plan is an excellent option for those clients who wish to project 24 / 7 support as value addition to their customers however doesn't want to or can’t have a dedicated in-house team for the same.

Volume: No of support request a day / month

This is a very essential criterion, which determines the type of plan most suitable. A client with less support requests need not dedicate his own resources for a small volume. Instead they can go for "per support request" plan which will work out highly cost effective. Also, the quality levels are better compared to a dedicated not fully utilized in house resource, as they get a team with “collective knowledge” to take care of it on their behalf. On the other hand if the volume is high and requires a dedicated tech, dedicated plans are best to go with.

Specialization: shared / dedicated

Specialization required and the volume of support requests together determines whether the client needs a dedicated or shared support. When client needs and technology used is unique, specialization is required which demands a dedicated team.

Expertise level: Level one / level two / Level three

Existence of an in house team, their expertise determines what part of the support has to be taken care by our team. Also, allocation of resources is optimal once this need is identified so that there is neither a duplication of work nor a customer need left unresolved.

Technology/ Industry: OS, Control panel etc

Types: Sales/ Billing/ Technical/ combo

Others: Any specs other than the above

Keywords: Live Chat, Technical Support, Web Hosting, Web Hosting Support

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