work-n-manSupport has always been a big deal to Me. I was too once a customer of a hosting company and I remember when I opened tickets and sometimes waited a day for a reply. It could be stressful, especially when your website is one that you want to be up and online always. It’s your business, your blog, your staff portal – It needs to work.

I have spent nearly 2 weeks going through support systems out there, finding ways to augment what FlockHosting currently has – a system which all in all works “okay” but it’s that less than 1% that bothers Me, a failed ticket giving me the dreaded response of:

No message found.

Someone used a email client which my support system didn’t quite understand, so I am left not knowing what the other person is trying to let me know isn’t working, or what they need help on – one word for that: ugh!

Another issue? Attachments. Someone says:

But Chuck it’s really happening! Look here’s a screen shot I took of it!

The attachment is never seen. I still have no idea what is going on as the attachment gets lost in the mix, so I have no idea how I can help.

You might say it’s a tiny problem, less than 1% – why go to the trouble? Because my customers are worth it to me to get something flowing that’ll make their experience even better, so over the weekend I deployed a new support system which you can reach via email or the customer zone! How? What? Huh? Let me explain what I’ve done….

Can We Talk?I tried about 10 systems or so, reviewed probably 20 or more just looking at features – some were OVERKILL! They had features for days, to handle call centers, text messaging, voice mails, twitter, facebook, google+ and more – it was awesome, but the price tag grew and grew and grew – what I needed was probably 4 of those features, and I didn’t want something toooooo complex. I too like simple. So what’s simpler than emailing in for help? Well emailing in of course :-)

The old systems I’ve used here at FlockHosting always gave you some cryptic ticket number, so say you had a request for email you’d get a email with the subject [FOD2-D02491] Email Problems - Well you knew it was a ticket, but it made you feel a tad less personal, so this new system isn’t about ticket numbers, it’s about communicating with customers – you have a need? You can login to the customer zone and hit “Open Ticket” a small window will emerge and you can jot down something there – if you are an email fan, you can email in from your registered email on-file (aka your customer zone login) with no need to login, just email and go! Really simple to do so too:

Sales/Billing: sales-ticket@flockhosting.net
Support: support-ticket@flockhosting.net

It’s that easy! No complicated requirements, just email in and the rest is handled by the system!

Oh but that’s not all, I still have all the ways on the communicate page, one of which got a tune-up through this process which is Live Chat! If you open a Live Chat while logged into the customer zone, I get a chat labeled with your Name & Email! Great for tying into this new system! So even another way I can keep track of support issues in real-time!

So why all the work? Why all the tune-ups and tweaks? I want FlockHosting to be the best! Even if it’s folks who are using Church Hosting, I want support to be top-notch! I want to add more to the Knowledge Base (which will get a makeover as well as it moves in with the new support system) and gets a LOT of new articles for folks to utilize to learn about how to manage their website!

Wrapping up I’ll simply say more good things are coming! I am wanting to get even more great features, more resources and more fun! We have another Customer Appreciation day coming up later this year, and with all the changes underway it looks to be an amazing Customer Appreciation day ahead! So stick around, more good things are coming! Have a BLESSED rest of your week!

Chuck Brown
Joyful & Helpful Servant @ FlockHosting.com | Communicate | Blog | Facebook | Twitter

Show Notes:

  • Dental Work Woes
  • Getting LLC’d!
  • Website Nearly Done!
  • Support Support Support – Comment on how you’d like to be supported!
  • WordPress Login Attacks! Update Update Update!
  • Got limit login plugin installed? Forward us the IP addresses in it’s blocklist and help keep the attacks down!
  • Help me build a cookie cutter Church Theme! Leave a comment about what you would look for/want in a Church Website
  • Always remember Communicate Page for easy ways to get in touch! (Faxing on new website!)
  • Want to help test support? Post a comment or get in touch and I’ll let you know how you can help test the flow of support!

UpgradesWhere to start where to start? Website Re-Design? Well I hit a minor snag with the VPS/Dedicated server options for ease of deployment, just some API things to work out to ensure it’s a smooth setup for anyone wanting them – but I am going to launch the website later tonight/tomorrow (let’s be honest, likely Saturday at the rate I’m going!) with a waiting list sign-up and an idea of what to expect from the services!

The other part of the delay has been my teeth! I went in for a “cleaning” in which my dentist told me I had some “light” cavities – so 3 trips later, I’m officially done but in a LOT of pain, to the point it’s hard to think and focus as the light cavities he tells me were SERIOUS cavities, and now says you can see them on the x-rays… I had no pain or discomfort before, and now a mouth of pain :-( but hopefully (prayers appreciated!) I’ll be feeling good again soon!

Talk to FH!Lastly something I’ll be talking on in next week’s FlockUpdate – Support. I recently posted on Facebook and Twitter (likely the last thing you saw me post to the two social outlets) the question “How do you attempt to get help?” for me it’s a mixed bag from customers – some are Email folks, email me requests, email me questions – I don’t mind a bit! But I am trying to streamline things a bit, and tie things into a better support system as a few requests have fallen through the cracks!

So the question is on the table how do you seek support? Angry tweets? A highly focused #hashtagged post? Email? Chat? Are you a master of the communicate page issuing texts and having a Skype session kind of person? Well I’ve been evaluating a few options for support that will give me better mobile access on the go (and better cell service soon!)  to have the ability to reply and keep in touch.

Can We Talk?I’d love to hear your feedback! It doesn’t matter if you are Church Hosting, Personal or Business! I welcome everyone! The system I’ve been using I actually found a FlockHosting customer using it so I’m not alone in thinking it’s a good one! So stay tuned, you may notice the ticket system seem “sluggish” or “different” please bear with me, if I like the flow I may switch quickly and quietly, hopefully with minimal downtime to folks for support, but too will bring a new Live Chat in, so stay tuned!

That’s it for me! I just wanted to update you guys with how things were since it has been quiet and I know not everyone enjoys the rambling of me on the podcast :-) So take a minute if you can post a comment, tweet or +1 – would love to hear back from each of you!

Show Notes:

  • Promotions coming up
  • FlockHosting Housekeeping Episode
  • FlockHosting.com Re-Vamp Coming by Week’s End! (Hopefully Wednesday!)
  • Church Hosting Pages are Updated
  • VPS & Dedicated Servers Coming
  • Knowledge Base getting a look adjustment & New Articles
  • Crowdfunding Coming by Month’s End
  • Crowdfunding Church Hosting Growth
  • Setting a BOLD goal! $10,000! (No not $10)
  • Positive Growth of Church Hosting!
  • Best clients around! Sticking around for  5-10 Years with FlockHosting on Average
  • Autographed Acoustic Guitar give away from AudioA with Crowdfunding Giveaway
  • Building Email Server for Church Hosting
  • FlockHosting is Community – Showing what God can do with people!
  • Make this a BIG year for FlockHosting!
  • Want to give a prize level for the Church Hosting Crowdfunding? Get in touch!
  • More news soon! Stay tuned for FlockUpdate Episode #5!