Spurred by continued growth, cPanel has decided to expand its technical support services in three key areas:
- By offering 24-hour-a-day, 7-day-a-week phone support.
- By making a new Live Chat feature available on its website, http://www.cpanel.net.
- By reorganizing its online discussion forums and providing a technical support analyst to monitor them full-time.
Technical Phone Support Now Available Around the Clock
In the past, cPanel has provided 24-hour technical support mainly via its online, ticket-based system, offering phone support only during daytime business hours. Now, that has changed.
“Our customer base is growing,” explained Technical Support Manager Sean Richards. “It makes sense to expand our support team, so that we can provide our users with help around the clock.”
The increased size of cPanel’s support team has provided customers with other benefits, too. “Adding a number of seasoned veterans and top talent has also allowed expanded support for migrations, bug review, direct API support as well as the direct involvement in many key areas that will be important for 2010,” Richards elaborated.
Phone support costs a nominal per-incident fee, which includes as many calls as needed to resolve the problem.
Customer Service Now Offers Live Chat feature at: http://www.cpanel.net
cPanel has also implemented a Live Chat feature on its website, available to customers during daytime business hours.
This free new service allows anyone visiting the site to send instant messages directly to cPanel’s Customer Service staff. The staff then provide quick, easy answers to customers’ billing and sales questions.
cPanel Community Forums Reorganized and Improved
One of cPanel’s most popular support channels, its discussion forums at http://forums.cpanel.net, has just been overhauled. “Customers will find the new forum layout more useful,” Richards commented. “There’s now a dedicated place for feature requests, and we’ve improved access from mobile devices.” Users of PDAs and smart phones can enjoy this enhancement by accessing the cPanel forums at http://m.forums.cpanel.net.
Additionally, a veteran cPanel Technical Support team member is now dedicated to locating and responding to customer questions and problems in the forums full-time. This will aid users seeking advice about configuring their servers, or help with technical problems, by cutting down on response times.