Thread: Looking for a new Dedicated Server Provider

Originally Posted by SenseiSteve

Wow. What an unhinged response from RandyM to funkywizard. Mark me third after Chaddy. Personally, I find phone support less desirable than by email. To each their own though.

100% I enjoy doing some sales over the phone or personally teams calls so it's more in person you can actually see the person talking with and get a feeling for everything.
It's just a lot easier to do support over ticketing systems. Honestly even half of the sales requests are easier to do via email or tickets and then can hash out finer details or provider a better understanding with a phone call to follow up.

Looking at it from both sides (provider and customer) you can see how telephone support is important, especially in the case of "my service is down", as raising a support ticket may sometimes not feel like it will be given the urgency it needs (from a customers point of view).

I'd happily accept a telephone support call from a customer but if it's more than a "my service is down" then it's going to need investigating and details will need to be exchanged and I feel that is better done via a support ticket that both parties can refer back to, especially if it's not a " 5 minute fix".

I'd be a little hesitant if the provider did not offer any kind of telephone support, as a customer this would be a bit of a red flag (though I understand why some do not).

For sales, absolutely there should be a telephone option, as PureVoltage says, talking to customers and getting to know them is very valuable.