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Touch Support info?
| Posted by kbduvall, 11-16-2009, 10:12 PM |
| Does anyone here have experience using Touch Support to outsource their customer support? I'm looking to expand my support coverage for my clients. I am, however very picky about the type of support that is provided.
Has anyone here used them before?
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| Posted by net, 11-16-2009, 10:26 PM |
| Moved > Managed Hosting and Services.
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| Posted by IPswing-Sarwar, 11-18-2009, 04:40 PM |
| Very very pleased with touchsupport, recommended!!!!
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| Posted by kbduvall, 11-20-2009, 03:06 PM |
| Glad to hear someones satisfied with them. I'm strongly considering using them but I'm picky about the support I provide.
How are their responses? Are they one liners? "Canned" responses? Very personal and friendly?
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| Posted by Snowalker, 11-21-2009, 12:11 PM |
| customer/tech support - 9 out of 10
server speed & uptime - 10 out of 10
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| Posted by Dedicatedone, 11-22-2009, 12:04 AM |
| I've had a few clients tell me about their experiences with them and they have all been positive, so I don't doubt that they are a good provider to test out.
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| Posted by kbduvall, 11-22-2009, 04:56 PM |
| Awesome. Thanks for all the feedback. They're the only one I've found that didn't outsource overseas. I'll most likely end up using them.
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| Posted by hD-Scott, 11-22-2009, 04:58 PM |
| bobcares is one where you can get all us techs if you want. They cost extra, but it's possible.
I have no direct connection with them. We've never outsourced our support, but I do know they have that option.
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| Posted by kbduvall, 11-22-2009, 05:34 PM |
| From what I read there its a hybrid US/overseas group. I'd like to keep all of my support here in the US. They're also more expensive lol.
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| Posted by hD-Scott, 11-22-2009, 05:35 PM |
| Yes, but you can order the us only support. It's an option but it does cost more.
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| Posted by GregLand, 11-22-2009, 08:19 PM |
| I suggest Platinum for server management they dont do client support but server suppor tthey are great and are US based
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| Posted by clayt0n, 11-23-2009, 12:05 AM |
| Is touchsupport still owned by theplanet? I know quite a few people weren't too happy with the service after the ownership change.
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| Posted by antony_m, 11-23-2009, 01:16 AM |
| Last time I checked, Touch Support is owned by a Web Hosting firm in Chicago. They branched out from The Planet a while back, at least 6 months ago if I recall right.
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| Posted by kbduvall, 11-23-2009, 01:26 PM |
| Hah, I was already considering platinum. From the research ice done so far they seem like an excellent company. The only thing I'm missing right now is feedback from some of their customers.
I've got things handled pretty well during the day. I'm probably just going to use them during the night hours at first.
The only thing I'm not crazy about when it comes to Touch Support, is that they won't use my current support system (WHMCS). It kind of surprises me since WHMCS is so popular among hosts.
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| Posted by antony_m, 11-23-2009, 01:35 PM |
| kbduvall
Although they don't support WHMCS probably due to their internal proprietary systems which allow them to manage multiple help desks for clients, you could still get a Kayako license from them which I believe is offered at no cost and integrate it with your WHMCS system.
In way this is good as well so they don't have access to customer information which is located within your WHMCS install even though you can specify permissions within WHMCS to disallow this.
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| Posted by hD-Scott, 12-01-2009, 10:22 PM |
| I have to say, that I'm disappointed in touch support's sales team. I've sent two emails via their sales ticket system (and yes, I've checked my spam folders) and I've not received a reply and it's been nearly 2 weeks since the first ticket. I guess they don't need the business.
We were looking for a sys admin on one of our boxes, but since we have a unique setup, we wanted to know if they could handle it. But as I've said, we've gotten no response from our two sales tickets and it's been nearly 2 weeks.
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| Posted by GregLand, 12-01-2009, 10:45 PM |
| Try Platinum Server Management I am sure they will get back to you within a few hours and they have always been great with any issue we have ever had - and they manage about 5 servers for us
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| Posted by antony_m, 12-01-2009, 10:47 PM |
| Have you tried calling them? Probably your ticket didn't get piped into their help desk (i.e. classified ticket as spam etc).
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| Posted by kbduvall, 12-01-2009, 10:51 PM |
| I sent them a few sales questions and their response was fairly quick, fully answered, and in a friendly professional manor.
However, a response I received before the "official" response to my inquiry made me raise an eyebrow.
The "our sales responses aren't a reflection of our services" disclaimer made me think they didn't have confidence in their sales team and it also made me think that they didn't understand that everything is a reflection of the services rendered.
Of course when they were able to respond to my questions, it put any suspicions at rest.
When I first contacted their sales department it was at night (around 10pm) on a weekend and the initial response was only a few hours later after 2am. So I had to give them "points" for taking the time to contact me in the middle of the night even if it was only to let me know they would respond during "normal" sales hours. And even more points were given because it wasn't an automated response. At least not that I could tell.
I don't know why you haven't gotten a response. In my limited experience with them so far I don't think they would ignore you on purpose.
I'll most likely be going with them soon so I can expand my current support offerings to my customers.
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| Posted by kbduvall, 12-01-2009, 10:53 PM |
| PSM is also on my radar. I'm not sure if they would be a good option for them though. He stated that he has a unique setup and I'm pretty sure PSM only supports standard WHM/cPanel setups.
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| Posted by DATARTIM, 12-01-2009, 11:10 PM |
| 2 weeks ?
I'm amazed you waited that long, unless it's a non working day I expect a response within 24 - 48 hours at worst.
I'm interested in what the unique setup is now.
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| Posted by hD-Scott, 12-02-2009, 12:30 AM |
| Actually, because there was the holiday in there, I gave them extra time.
PSM won't work as we're a DA host.
My set up isn't that unique, but it's DA with LiteSpeed and I can do most things, but every once in a while there's something that's beyond my scope and so I have a fully rated sys admin work on it.
Our current one for this server has no experience with LS and LOVES to make changes to the server without telling me. They've removed CSF and installed APF without giving me notice and then everything started to break. When I asked them what was up when I tried to log in to CSF, they said they removed it and installed APF (which I do not like). They never asked or told me of their actions, so this kind of upset me. Plus when the removed CSF they removed all the config files which has taken days to reconfig just right and I'm still having to tweak it because I don't remember the exact settings that I've accumulated over the years.
I originally hired them because I couldn't fix a php error and after a few days of me tearing my hair out, I gave them a try. In the beginning they were rather good, but now, the lack of info or changes they make and sometimes them taking hours to get back to me has grown unacceptable.
I don't need someone all of the time, but every once in a while. I don't want to pay more than $50 a month for a couple of tickets if that many a month. I don't need a full system admin. I had to give these guys a lot of tickets, but mostly because what they did broke what was already working. They would fix one issue only to cause about 5 or 6 more.
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