Phone support? Think again!
The power and clarity of the written word is undisputed. There’s a popular saying “if it’s not written down it doesn’t exist”. It’s widely used across many different aspects of business, and for very good reason; explaining complex issues in written form forces a certain clarity that cannot be delivered orally.
Imagine that you need help with a technical problem. Explaining the steps in writing is the perfect way to get the information across clearly and unambiguously. When mistakes and misunderstandings cause delays and cost money, this is the time when you definitely need to be as clear and unambiguous as possible. It’s the perfect medium for hosting service technical support.
Providing all support via email / helpdesk tickets has led Layershift’s support to be formally recognised as offering the best in Western Europe for the last 2 years running (2014 and 2015).
It’s clear that our support systems serve our customers’ needs extremely well. Even so, from time to time we get a pre-sales request asking why we don’t offer technical support via phone. We understand the apprehension; if you’re used to struggling through with other hosting companies who often take days to respond, only to provide inadequate assistance even when it finally arrives – the immediacy of phone support appears compelling. Even though waiting on hold wastes your time, and talking to the wall yields no results, it all seems like a good idea at the time… but truth is it’s not. Not at all. Here’s why: