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IMPORTANT! Customer support service – what resellers can do to improve it?
Dear Valued Resellers,
Here an example of an issue that we often face:
A reseller has disabled the Upgrades foe his\her client’s control panel. However, the client wants to register a domain or to renew his\her plan or to make an upgrade and he\she cannot do this. So, the client contacts us through a ticket. In this case we have two options:
1. We can temporarily enable the Upgrades, so the client can purchase what he\she wants, but this is not a good idea, since we can influence some agreement between the reseller and the client about which we do not know.
2. We can send the ticket to the reseller and wait for him\her to talk with the client. The problem is that often the reseller does not reply at all, which can hurt the client’s interests and we (both the reseller and Resellers Panel) can lose this client.
Since both options are far from perfect, here are two suggestions that could resolve the issue within the limits of the current system:
1. We could add to the Reseller Agreement that that if a reseller does not reply to a ticket forwarded to him\her within 36 hours, we will activate the Upgrades menu in the client’s web hosting control panel.
2. We could add an option, when the reseller deactivates the Upgrades menu in the client’s web hosting control panel, the reseller could leave a comment about what should we do if a client asks us how to order an upgrade/renewal, etc.
There is also another issue:
We have added a Visit Store link to the web hosting control panel, which leads to the reseller store, so the clients can always check what are the prices, plans, support information, etc. at the reseller store. Within a few weeks we will introduce the option for ordering new web hosting accounts directly through the web hosting control panel. We can add a feature for deactivating either of these options through the reseller control panel similar to the Upgrades section (resellers have already asked us whether we can add such a feature for the Visit store link), however, especially for the Visit store link, this is not a very good idea, since its presence is meant to increase the client’s confidence that the reseller’s store is active and contains contact information (telephone numbers, LiveChat link, etc.), which we think should be available to the client.
Since we would like to resolve these issues as soon as possible, we ask all resellers to provide their feedback on what would be the best solution for them and their business. Any other suggestions on improving the customer service are also welcome.
Best Regards,
Resellers Panel Team
Here an example of an issue that we often face:
A reseller has disabled the Upgrades foe his\her client’s control panel. However, the client wants to register a domain or to renew his\her plan or to make an upgrade and he\she cannot do this. So, the client contacts us through a ticket. In this case we have two options:
1. We can temporarily enable the Upgrades, so the client can purchase what he\she wants, but this is not a good idea, since we can influence some agreement between the reseller and the client about which we do not know.
2. We can send the ticket to the reseller and wait for him\her to talk with the client. The problem is that often the reseller does not reply at all, which can hurt the client’s interests and we (both the reseller and Resellers Panel) can lose this client.
Since both options are far from perfect, here are two suggestions that could resolve the issue within the limits of the current system:
1. We could add to the Reseller Agreement that that if a reseller does not reply to a ticket forwarded to him\her within 36 hours, we will activate the Upgrades menu in the client’s web hosting control panel.
2. We could add an option, when the reseller deactivates the Upgrades menu in the client’s web hosting control panel, the reseller could leave a comment about what should we do if a client asks us how to order an upgrade/renewal, etc.
There is also another issue:
We have added a Visit Store link to the web hosting control panel, which leads to the reseller store, so the clients can always check what are the prices, plans, support information, etc. at the reseller store. Within a few weeks we will introduce the option for ordering new web hosting accounts directly through the web hosting control panel. We can add a feature for deactivating either of these options through the reseller control panel similar to the Upgrades section (resellers have already asked us whether we can add such a feature for the Visit store link), however, especially for the Visit store link, this is not a very good idea, since its presence is meant to increase the client’s confidence that the reseller’s store is active and contains contact information (telephone numbers, LiveChat link, etc.), which we think should be available to the client.
Since we would like to resolve these issues as soon as possible, we ask all resellers to provide their feedback on what would be the best solution for them and their business. Any other suggestions on improving the customer service are also welcome.
Best Regards,
Resellers Panel Team
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