Chat with Chimpie,General,Webhosting         2 comments

Hey everybody. It’s time for another Chat with Chimpie entry.
Earlier this month I created a blog entry, Tips on Creating a Great Support Ticket.  I received some great feedback and wanted to take the topic one step further.
I recently chatted with Tom Sepper, Chief Operating Officer (COO) of Site5 Web Hosting about support tickets.
What are some common mistakes customers make when submitting tickets?
The biggest mistake is not including their domain name! We see countless times that customers forget that vital piece of information. Often times we are able to locate their account based on their email address, but when the email address is on file, we have to request additional information from them which may lead to further delays for a quick resolution.
What are some common requests you receive that customers can do themselves?
The most common requests we receive that customers can do themselves are password changes, adding parked/addon …

 General,Webhosting         1 comment

When I read forums of different webhosting companies I often read posts from customers who are upset because they haven’t received a solution to their support tickets quick enough.  Quite often they blame the support techs or the webhosting company as whole.  After diving into the issue I find that most of the time the customer hasn’t provided the correct information up front.  Both the customer and the support techs would love to solve the issue during the first interaction. Meaning, customer submits a ticket, tech responds, issue solved.  The result: the customer is thrilled and the support tech can move onto the next issue.
So let’s figure out what makes a great support ticket so we can get an issue solved as soon as possible.
When you first submit a ticket, give any pertinent information up front.  There are two pieces of information that should be included with every support ticket:

What …