Updating Support

When FlockHosting started 9 years ago, support was easy to manage and handle thru Instant Message — Some customers from those early days still occasionally chat with me on AOL Instant Messenger, however things grew and got busy, and having a direct line sometimes slowed things down vs. helped as it was my personal IM account so even being online in the evenings meant I was on-call.

Well as of this morning as the new website came online I’ve brought back Chat, you may have noticed something on the main page, here on the blog, and even in the customer zone using SSL! A little bar that looks like this:

I am excited to bring this functionality BACK to customers for ease of support, REAL TIME help, simply click it and your off and running!

Why Bring it Back?

FlockHosting has gone thru a lot of changes over the years, from the look of the website to the tech powering the servers – and as things are moving forward and changes are happening I wanted people to really have an easier connection to getting ahold of me, and the option too as the company expands and grows (as I am praying it will!) – I need a set of tools to empower employees to serve you!

Plus as FlockHosting does not offer telephone support, this is an alternative that’s protected by SSL in the Customer Zone, so chats are secure, and for the simple Q&A here and there, it’s easy to use and on-demand!

What it’s Not…

End of the day, Support Issues may be better served thru Trouble Tickets, if something is detailed and your REALLY having a hard time with something laying it out in a ticket is quicker than a live chat about it – same with some billing issues – Tickets allow for more data to be collected/reviewed and resolve quickly.

What it is…

Great for questions, help on a problem your currently diagnosing, quick pre-sales questions, order/account management errors that may crop up, in the end a ticket may need to be made, but if you have a question and you’re hoping for a more “INSTANT” answer, this will work just fine.

Talking out an idea too is welcome here! If you have questions or an idea you’d like to really work out either a new website, your current website or a “What if” website, my 15 years in this industry as well as colleagues I have at my disposal who fill in the gap where I am not too savvy – are at your disposal, I want to see your website succeed and do well! Be it your blog, community, gallery, event… You name it. I am here to help!

Times of Operation

My goal is to keep this schedule best I can:

  • Monday thru Friday 9AM till 5PM
  • Saturday – 10AM till 2PM
  • Sunday – Closed

All these times are Pacific and they are not the only times, if you have been a customer here and interacted with me in tickets/email/etc. you know I don’t always keep “standard” hours as far as times of the day I’m awake, so if my evening is mellow and I’m working on some servers, you may see me on anywhere from 5PM->3AM easily – don’t hesitate to contact me!

When is it okay to chat?

Anytime. I can’t repeat this enough to customers:

I am a resource, I want to be a help!

You may already have a “Webmaster” or company that has designed and deployed your website – Excellent! They are a great member of the team of support you have for your website, but add my name (Chuck Brown) to that list, if you have a “What if…” or “Can I….” type situation, and your designer/webmaster isn’t sure – Simply fire up chat.

FlockHosting is not some cold-calculated business for me, chatting DOES NOT start a meter running calculating a cost for help, my help to my customers and visitors looking at FlockHosting is 100% free – I truly hope and pray you can use the information in my brain as a blessing to you and your website!

I hope you give chat a try if you have a question – the website will continue to get some extra makeovers here soon, more resources, more support documents, some extra support guides & videos! So stay tuned for even more!