Support Channels

Support Channels

With customer convenience in mind, ACT offers support through all medium. A client can choose one or more of them according to their business needs. Making all the modes of contact available is essential to cater to different situational requirements.

For example, a web server can fail unexpectedly and the websites hosted on that web server will face a longer or a shorter downtime in the process. Sometimes, because of such problems, the customer may not be able to reach your customer care service or the technical support staff in the conventional mode as the entire web server goes down. Having phone support service available to your customers where they can call becomes the need of the hour then.

ACTSupport has been the pioneer in introducing phone support in web hosting support industry. Clients have found the ticket- phone combo pack very effective in improving their customer satisfaction levels. While Level one issues that need a quick look are solved over phone, the rest are escalated to the helpdesk or system administration team accordingly.

Each one of these modes complement the other and together form a package that will provide enhanced customer satisfaction. Now that our techs are well trained to handle support requests through any medium, a customer query is answered through a mode that is most convenient for them combined with quick resolution time. This single window support strategy is very effective and guarantees enhanced customer satisfaction.

Generally, phone support is the best fit to resolve level one issues quickly or for customer contact during problem situations to build or regain trust with irate and frustrated customers. Helpdesk support is ideal for level 2 and level 3 issues. Live chat strikes a balance when more interaction is needed and demonstrations are needed. Live chat also works best for sales enquiries. Based on their requirements and trend, the client can choose one or more of the support medium.

H Phone Support
Chat Support Email Support

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