Why is it that some companies . . .
 

I am trying to understand why some pretty huge companies do not feel they should provide any type of customer support beyond the Mon-Fri, 9-5 schedule.

Do they think the Internet shuts down on the weekend or something?

Unless you are dealing with critical stuff like hosting, there is really no need to offer 24/7 support. Sure it's a plus, but companies shouldn't be looked down upon if at midnight on saturday night they are not available to answer questions about hosted galleries or something.

how about processing? you think maybe a paysite should be able to process signups for their affiliates, or should that just wait until Monday?

I would consider processor to be critical, so extended hours would definatly come in handy.

Baddog,

Great thread. I will respond to this tomorrow morning during normal business hours.

Thanks and Best Regards,

Cory.

i work around the clock pretty much...i take time out to do things..groceries...gym...friends...xbox..lol

but im here always...get in touch mang :)

we're pretty much 24/7 with our stuff :thumbsup

Yah. We forget because we are the online PIONEERS, and we have come to expect a scope of service from ALL the companies we do business with that reflects our own degree of "uptake" of the technology and the role the medium plays in OUR OWN lives. And, if you mostly deal with companies that have a well-developed "online strategy" -- whether that be CS of store-bought products, e-commerce/hard goods fulfillment, or Internet-based services (hehe) -- you can form an even more skewed impression of what the average is.

But the truth is there are many, many companies -- even "large" US-based ones that have not made a meaningful investment in the online aspects of their business. Could be, they don't see it. Could be they though about it, and decided it wasn't worth it.

What company was it?


j-

24 hour support is fucking like, a peter north cumshot.

Everyone needs it.

but there's always fucking haters

Same here. Always around. Every day. Holidays. Goofy ass hours.

That's me. Biatch!

I hit the gym like from 9am till like 6pm so I don't give a fuck about customer support

I agree it can be very annoying

hahaha, that's classic. i don't understand it either, it seems like another example of people not thinking outside the traditional box. :2 cents:

Since I own a hosting and billing company, I agree that support needs to be made available.

There are plenty of other service oriented businesses, along with affiliate programs whose clients need support before and after the 'usual' 9-5 hours.

If you want time off, hire a staff to take care of your customers while you take time off; but, an owner understands that business hours occur at the client's leisure, not his or hers.

Good thread, baddog.

I think most of the larger companies have customer support 24/7. Webmaster support is a different story. I can't think of one program that has 24/7 webmaster support.

whats funny is that i only work on my internet ventures about 3 hours a day and yet i make it a point to answer all emails within 1 day still, and i am a solo operation. but i know what you mean, i've dealt with some of the big boys and its taken me days to get a response back by either email or icq, lol.

I think that they should offer it, but they do not see it as cost effective.

Just to clarify, this thread has nothing to do with a company that directly effects me . . . besides not being able to send signups to one of the programs I have been promoting

i have a problems with all large companies that dont do after bankers hours, i mean i agree does the world stop at five? NO!!!

I agree with you.

We are a company that almost always has at least 1 person online at all times. Since this is a different medium than most, it's imperative that we realize that we are dealing with people all around the world, and in different timezones.

I think more sponsers need to realize this.

I don't want to mention names, but it rhymes with gnats.

it costs a fuckload to provide customer service to attend to 1 call in a 10 hour period.

I often have people comment how I am always online, and "don't you ever sleep." Yeah, I sleep, but I try to be able to at least take the message so when I wake up I can answer.

It is amazing the number of deals I close at 4 AM.

well, look at Sprint......they're closed at night LOL

Yeah, hardly worth it unless you are that one guy that can't bring up a join page on Saturday . . . and have to wait until Monday to get it fixed.

We have phone numbers published, that someone will answer any time of the day or night. And my clients and affiliates know this as they call at all hours.

I agree with you, baddog.

Wiggles, why do you think it costs a fuckload to have someone either on staff or on call?

Like you, baddog, some of my most lucrative business deals occur in the wee hours of the morning.

Well, that seals it

Well, consider the cost of staffing someone during extended business hours over the course of a year. It is rather significant and for the most part, waiting a few hours won't kill you. I'd like it if there was late staffing as well but its not always feasible.
WG

They have these new fangled contraptions called call forwarding, and ICQ which make it possible to staff without having to be physically there.

For a site to not be able to accept signups over an entire weekend, simply because they don't want to make someone available over the weekend in inexcusable :2 cents:

:1orglaugh :1orglaugh :1orglaugh :1orglaugh :1orglaugh

If I was a sales rep and someone wanted to contact me at home over the phone or icq, i'd want to be paid for that time.
WG

funny is that smaller companies reply much faster than big companies...

LOL. You're damn lucky I have a spill-proof keyboard. :)

Good thread, baddog :thumbsup

well real big companies provide support 24 hours per day but this cost good money.

I am not talking about sales reps. I am talking about having someone available that can do something.

no, they dont, no, it doesnt

I think ARS offers 24/7 webmaster support.

Webmaster support wise, being able to call you or me 24/7 isn't providing around the call webmaster support. Most webmasters don't call, even when they see a problem. I will either get an ICQ or an e-mail about the problem.

Myself and my staff are around pretty much all the time anyway but we still don't provide 24/7 webmaster support.

I'm not sure if they still provide 24/7 webmaster support. Even if you did e-mail them at 4am to tell them about a tour/join page issue, no coders are around to fix the issues.. :)