How To Provide Support as a Reseller?


Web hosting is a technical process, and most site owners are unaware of the technical aspects. Therefore, when they buy a web hosting plan, they expect the hosting provider to offer the necessary support to run and manage their websites efficiently. 

While big hosting companies usually have support staff available around the clock, web Hosting Resellers find themselves wondering about the best way to provide support to their clients. If you plan to launch a Reseller Hosting business, here are some tips to help you create a support process that works for you and your clients.

When you decide to launch a web Hosting Reseller business, you need to choose a reseller plan based on the kind of services you plan to offer. You can choose between Windows and Linux Reseller plans based on the needs of your target clients. When you resell web hosting and use the white label support, there is no mention of the hosting company where you purchased the resources. 

Therefore, for your clients, you are the hosting company. So, of course, they will expect maximum support when they face a glitch or a problem while running their websites.

Here’s a video that explains how important it is to offer great customer service:

What Role Does A Customer Support Team Play In Running A Successful Web Hosting Company?

Tips for creating a customer support process as a Hosting Reseller

  1. Determine the hours of operation of your Reseller Hosting business. Even if you want to offer support only from 9 to 5, make sure that you inform your clients upfront about it before they make the purchase. 

However, you should also consider the prime business hours of your target clients while making this decision. For example, if you are targeting clients from different time zones, then you might want to consider their operating hours before determining support availability.

  1. There are various platforms via which you can offer support to your clients. For example, you can have phone-based support for fixed hours followed by an email or chat-based option. Make sure that you create a plan to offer support while structuring your reseller business.

Remember, as a Hosting Reseller, you will be handling fewer clients compared to a large hosting company. Turn this to your advantage and look at ways to personalize the support function to make your clients feel connected with the brand.

When you buy the best Linux Reseller Hosting plan, most providers bundle it with Softaculous – a script library that offers a wide range of web applications. 

Many customer support applications are available on Softaculous like Vision Helpdesk, osTicket, Live Helper Chat, etc., that can help you create a support process with ease.

Summing Up

Customer support is an important aspect of web hosting. As a web hosting provider, offering comprehensive support is usually between retaining a client and losing him. Hence, to establish a profitable Reseller Hosting business, you need to focus on creating a support process that helps your clients manage glitches and roadblocks faced while running their websites. 

Lastly, make sure that the parent hosting company offers 24x7x365 support to resellers so that you can handle server-related issues efficiently. Good Luck!