IMPORTANT! Customer support service – what resellers can do to improve it?

[annejones143]

uhm, if its for the best then let it be.. but the priority must be the full control of the resellers..

[ms2134]

I would prefer just to keep the upgrades option on, i cannot see why other resellers would even consider switching it off.

Could someone please shed some light on this matter?

~ Mike

[Milen]

Chameleon, first, excuse me for not replying to your suggestions earlier, but it appears that the forum spam filter does not like your IP for some reason and filters your posts. Unfortunately, when a thread contains only filtered new posts it is not bumped into the Today's Posts list of the forum (this seems to be some kind of a vBulletin bug) and I often fail to notice such threads and approve the posts in them, if they are OK.

1, change the invoices so that they show the resellers DBA name rather than liquidnet. Im sure they can squeeze the name in somewhere else on the invoice.

Unfortunately, this is not possible. The reasons why are discussed at length here and here as well as in some earlier forum threads.

2, Allow the reseller to set a list of options for each customer account. I know this would be very difficult to integrate, but it would mean that certain clients can buy upgrades and others can't.

Resellers already have the option to turn plan renewal and/or plan upgrades on or off on a per-client basis through the reseller control panel, but only for already existing client accounts.

[Chameleon]

I can see the reason for the option, but i can see some slightly more complicated methods:

1, change the invoices so that they show the resellers DBA name rather than liquidnet. Im sure they can squeeze the name in somewhere else on the invoice.

2, Allow the reseller to set a list of options for each customer account. I know this would be very difficult to integrate, but it would mean that certain clients can buy upgrades and others can't.

Just my 2 cents.

[syownet]

Why is there an option to disable upgrades. That just makes it harder for everyone.

Some of us deal with our clients directly, and bill our clients directly ourselves (because otherwise our clients are billed from LiquidNet). We work with our clients closely and manually interact with our clients for the financial side of things.

It is important for us to be able to disable, so that clients are not billed from the entity LiquidNet.

[davedave]

Why is there an option to disable upgrades. That just makes it harder for everyone.

[Milen]

Thank you everyone for the feedback. I will forward it to the management and development teams. Of course, more feedback is also welcome.

[wjleong]

I would choose the option 1,resellers have to reply within 36 hours.
In this case we can easily set up the tactics for different times,season,promotion period and others.

but we usually not disable upgrade/renew option

[syownet]

Whoops, I said I don't turn upgrades off, but I do turn it off for some of my reseller accounts.

I use a whole discount code/coupon system, and so when someone signs up with a discount code, they are on a reseller account of mine where they can't upgrade or renew (but they can buy domains or services).

My reason for this is all my discounts are only for the first year. So I don't want them to be able to renew at their discounted rate once logging in. I then get their account moved over to my master account, where they can then upgrade, with my full prices .

So yeah, I definitely want to suggest option 2 so that us resellers can instruct support what to say. But I also think its appropriate if the instructions are left blank, that the 36 hours comes into play. Because for my business, if RSP enabled the upgrades on a client who used a discount code, i'd lose money, a lot of money.

Cheers,
Leigh

[Wicked]

nope

Now that I hear some reasons that people use it I feel more compelled to say the 36 hour rule... Either way for me it will not matter what choice is picked because I always leave upgrades on..

The probable reason why some reseller disable the upgrade option is because some of them deals directly to their clients.. meaning.. if client wants an upgrade.. reseller do it manually(pay them with their own credit card) and get their clients money(cash or check) outright and need not wait for 30++ days..before it can be credited to them as commission..

Another reason maybe is because their clients pay them in check.. this usually are the preferred payment scheme by businesses rather than credit card payment due to accounting practices..

The good thing about this is that reseller do interact with their client regularly thereby strengthening the reseller-client relation..

IMHO.. the decision to enable/disable the upgrade option should be left to the reseller to decide..

and as to the 2 options presented above.. I agree to the 2 suggestions presented by Milen

Alvin

[The Loon]

I never worked out why any one would want to disable the upgrade option. In the last couple of months I think I have made more from existing client upgrades than new client sales.

36 hours (1 and 1/2 days) to respond is a long time if your trying to upgrade, plenty of time to look for an alternative solution, so I tend to agree with Wicked.

[Wicked]

Get rid of feature disable

I think the most logical and simple plan would be to quite allowing resellers to disable the upgrades menu.. I too see no effective purpose in allowing it in the first place..

[MacCheesy]

Option #2 seems reasonable to me.

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.

This is a benefit to resellers in 2 ways...

1. Allows for additional anonymity as ALL sales can then be handled by the reseller, thus elevating most of the L*i*q*u*i*d*N*e*t invoices that, in some cases, can confuse a client.

2. Will enable those resellers that prefer NOT to wait for reseller commissions to collect their 'cut' directly from the client right away rather than wait for the PayPal payment or check from RP.

[The Stealthy One]

For the first matter, could the solution be comprised of a hybrid of the options 1 and 2. For instance, if the reseller does not say what to do when they disable the upgrades, the ticket is forwarded to the reseller?

As for the second matter, I don't really have a preference.