Quote:
Originally Posted by walterburke
Hi !
I liked the idea.
Live support is great of course but only if you are on the right time zone but if eUKhost would manage to keep it 24/7, there is nothing better that can be done.
I am looking forward to watch it happening.
Thanks for sharing.
Regards
Walter
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Thanks Walter
You have managed to reopen a nice thread. This thread has some honest and highly soothing posts from our genuine customers.
For your information, it is not at all easy to manage a support forum like we do. One needs to be highly disciplined to answer customers every day on a public forum. You need to ensure good response time for the threads opened by customers, if your staff fails to respond on time then the potential customers will simply assume poor response time for their tickets as well as chats.
Initially there was too much hatred for our forum amongst our staff, hardly 2 - 3 guys took initiative to post regularly. Things have changed now and we have many staff members posting here regularly.
It takes long time to build a proper support forum, but support people start loving the forums once they get appreciated from the customers on the forum itself.
We are now enjoying benefits of a good support forum. Our staff knows what can happen if they screwup a ticket or chat. They are also aware of the fact that their name may shine in a Testimonial thread on the forum if they give good support to customers.
I hope more number of customers understand the importance of our forum. Your suggestions and feedback's on this forum helps us to bring further improvement in our service.