Outsourced Support

[carrcomp]

RS Tech Team - I like your plans and you come highly recommended. That being said, your website could benefit from a redesign. That is a bit of a turn-off for me and possibly others. It makes you look like a really small company (not that that is necessarily bad) but I wonder how long my customers will be on hold waiting for help.

Morning,

This post seemed to be as good as any to reply to in this thread.

First, I want to thank the Technibblers that have recommended me, both those using my service and those that have gotten to know me over the years. Technibble has been my virtual home for quite a while now, and it fills me with pride knowing that my family is happy with the service I'm providing them.

As far as the website, I'm going to be blunt. I'm no webmaster. However, since starting in November I've seen a steady increase in my customer base, and I don't know if redesigning the website would make a huge impact, but I don't plan on doing that until I've finished training my PA.

As far as hold time, it's a rare occurrence that anyone is on hold for the full minute, but I get to calls within a minute, and reply to emails within an hour. That said, now that I've hired a full time PA I'll be expanding myself soon, paying for a website redesign ... all of that fun stuff.

Again, this community is amazing. Even now, I still seek help, and look to provide advice, in these forums. Every time I see positive feedback here, it just makes me want to try harder.

Thanks for taking the time to read this. I'm not going to hijack this thread, so I'm going to post another one. Just had a video made for the redesign and I want some opinions on it

 

[cmonova]

jft135..Mike from CSHotline is a good guy. As far as the "lashing out" comment that was made...well unless you have had dealings with a person/business etc maybe that is not the best thing to do.

I have known the guy for about 8 years now and know him to be honest, professional and very knowledgeable.. I've also had my battles with him but in the end we both have the same typical goal so that is all that matters.

 

[thecompu-doctor]

I posted a while back about my experiences. I started with Dan and CSH over a year ago when he bought it/leased it/whatever from the original owner in India. Then Chris took it over for a short time in November and I went with. It was then taken over by Sol, and I stayed with Chris and what is now RST. I have no experience with Sol or the new CSH owner.

Have there been bumps along the way with Chris and RST? Of course, but I was (and am) happy with RST and am still using their services.

 

[krtechsolutions]

I love would to team of guys that need help managing their MSP software, I have worked with Labtech, kaseya, GFI and I am sure I could do the rest. I will help manage patches alerts, creating tickets if need be based on alerts, etc..

PM ME if anyone is interested.

Thanks
Rich

 

[cmonova]

I posted a while back about my experiences. I started with Dan and CSH over a year ago when he bought it/leased it/whatever from the original owner in India.

So there is no confusion..In 2012 I owned CSHotline...Plain and simple. Now Mike Jain owns it once again.

(( Edited by Bryce: Removed a picture here. It shows the signed part of a contract. However, its been removed by request of a member involved for legal reasons ))

 

[jft135]

Morning,

This post seemed to be as good as any to reply to in this thread.

First, I want to thank the Technibblers that have recommended me, both those using my service and those that have gotten to know me over the years. Technibble has been my virtual home for quite a while now, and it fills me with pride knowing that my family is happy with the service I'm providing them.

As far as the website, I'm going to be blunt. I'm no webmaster. However, since starting in November I've seen a steady increase in my customer base, and I don't know if redesigning the website would make a huge impact, but I don't plan on doing that until I've finished training my PA.

As far as hold time, it's a rare occurrence that anyone is on hold for the full minute, but I get to calls within a minute, and reply to emails within an hour. That said, now that I've hired a full time PA I'll be expanding myself soon, paying for a website redesign ... all of that fun stuff.

Again, this community is amazing. Even now, I still seek help, and look to provide advice, in these forums. Every time I see positive feedback here, it just makes me want to try harder.

Thanks for taking the time to read this. I'm not going to hijack this thread, so I'm going to post another one. Just had a video made for the redesign and I want some opinions on it

Thanks for the response. My own site is no where near where I'd like it to be, so I understand where you are coming from. My post was intended entirely to be constructive criticism. When I get closer to making a decision, I'll definitely be in touch for more info.

jft135..Mike from CSHotline is a good guy. As far as the "lashing out" comment that was made...well unless you have had dealings with a person/business etc maybe that is not the best thing to do.

I'm just having a hard time figuring out who's who, but it is becoming more clear. I respect your opinion as well, which is why I'll give Mike a chance too when it comes time for me to do more serious research. I just think it was very out of character for Lisa, so I wonder what the background story is. Mike's posts weren't totally lacking in hostility either.

 

[callthatgirl]

We did it leased it in january but then we found it is impacting CSHotline brand and business model so, we have to take it back in our own hands. We saw leasing as keeping CSHotline brand alive but it turned out to be a bad idea

So, to be clear...you leased the domain to Dan? I'm somewhat confused as Dan's document states that he owned the domain.

 

[cmonova]

We did it leased it in january but then we found it is impacting CSHotline brand and business model so, we have to take it back in our own hands. We saw leasing as keeping CSHotline brand alive but it turned out to be a bad idea

So, to be clear...you leased the domain to Dan? I'm somewhat confused as Dan's document states that he owned the domain.

@Lisa…There is no need to be confused…Mike said "We did it leased it in january but then we found it is impacting CSHotline brand and business model so, we have to take it back in our own hands."

That meant Jan of 2014….so to be clear I OWNED not only the domain but "everything" in 2012 if you look at the doc and as I have stated. Since then Mike has once again become the owner of "everything"…

So really not sure what you are confused on or why for that matter it really even matters unless of course you want to just continue trying to pick the guy apart...or are you interested in buying the business?….

But, if you are still confused you have my phone number feel free to call me and I will be more than glad to clear it up completely for you so there is no more confusion.

 

[thecompu-doctor]

We did it leased it in january but then we found it is impacting CSHotline brand and business model so, we have to take it back in our own hands. We saw leasing as keeping CSHotline brand alive but it turned out to be a bad idea

So, to be clear...you leased the domain to Dan? I'm somewhat confused as Dan's document states that he owned the domain.

I understand someone wanting to know who owns it if you're planning or interested in doing business with CSH. However after your tirade earlier, it seems clear this is not your intent. So what is your purpose?

 

[thecompu-doctor]

@Lisa…There is no need to be confused…Mike said "We did it leased it in january but then we found it is impacting CSHotline brand and business model so, we have to take it back in our own hands."

That meant Jan of 2014….so to be clear I OWNED not only the domain but "everything" in 2012 if you look at the doc and as I have stated. Since then Mike has once again become the owner of "everything"…

So really not sure what you are confused on or why for that matter it really even matters unless of course you want to just continue trying to pick the guy apart...or are you interested in buying the business?….

But, if you are still confused you have my phone number feel free to call me and I will be more than glad to clear it up completely for you so there is no more confusion.

 

[callthatgirl]

 

[thecompu-doctor]

 

[carrcomp]

And now this thread has turned into imgur

 

[SetU2]

Let me just say as the OP that I'm glad I went with RSTT. They've done a great job. What a twisted web Dan/Mike/Sol have made of whatever the other solution or solutions.

 

[cmonova]

Let me just say as the OP that I'm glad I went with RSTT. They've done a great job. What a twisted web Dan/Mike/Sol have made of whatever the other solution or solutions.

Not really twisted...Sol is doing very good from what I hear and from what I read from others on Linkedin (Association) and I have no doubt Mike will get something going once again.

 

[Megaarch]

Lisa, I have had to delete your post, and mike, I have edited yours.

Can we please keep this professional guys.

Thread edited.

What is this???? and maybe look into CSHotline???? I've just read a couple of postings from CSHotline and I see no how(way), they are professional????

Please don't delete or edit shat, if that's the case I'll look else where... Especially from 2 respected members.

 

[cshotline]

Gimme a break !

What is this???? and maybe look into CSHotline???? I've just read a couple of postings from CSHotline and I see no how(way), they are professional????

Please don't delete or edit shat, if that's the case I'll look else where... Especially from 2 respected members.

First of all, I just signed up last week.. I am not used to forum or social networking (other than facebook). I recently started being active on forum and linkedin... so, still in the process of learning the language of forum community.. When it comes to being professional you even don't know me.. and FYI, being judgemental without even knowing a person is also NOT a good sign of professionalism.

 

[TenYardFight]

I'd like to thank the moderators for bringing this in line. Without good moderation, I wouldn't have made it as long as I have...

Some observations:

I think vendors should be allowed to have an account here and post in threads they didn't start where others are discussing their products. That's the kind of attentiveness I like and I've seen from other vendors here. In fact, I think CSHotline has been a sponsor. They should be shown some extra respect for that.

Secondly, what the other poster said about RSTechteam.com resonated with me. The website does give them away as very young and very small. That said, lots of young and small companies with bad websites provide GREAT service. They usually do business with people face-to-face though. What rstechteam.com needs on their new site is pictures of them doing work. That would go along way. Still though, Chris is a member here and has been professional and a top contributor. That goes along way and if I had to hire someone right now, it would be his company. As for now, I'm just sitting back and watching them develop. If for nothing else, to make sure their business model is viable. I want my vendors thriving, so I know they have incentive to continue providing me service long after I've invested in the initial setup.

Lastly, I think Mike knows he needs to provide North American technicians for North American customers. I did business briefly with CSHotline (I signed up and let them take one call) before it started changing hands. Mike was good to deal with, in fact I think he gave me a refund. The service provided my customer was terrible, and believe me, all of my customers would be very upset if transferred to an offshore call center after calling my number...

Best of luck to all trying to make this outsourced remote support model work. I hope you all do well, and that there is healthy competition between you all to provide us with even more excellent service and pricing.

 

[Kitten Kong]

@tenyard vendors are allowed to post comments in threads, in fact it's welcomed.

But we have to draw the line at self promoting their products.

If t h e vendor is a advertiser on tn, then we allow some freedom.

Mike from csh is new to the forum and still finding his way through. Which is why some of his posts have been amended by the mod team. Mike is aware of the rules and is working with u still to ensure they are not broken.

 

[carrcomp]

Secondly, what the other poster said about RSTechteam.com resonated with me. The website does give them away as very young and very small. That said, lots of young and small companies with bad websites provide GREAT service. They usually do business with people face-to-face though. What rstechteam.com needs on their new site is pictures of them doing work. That would go along way. Still though, Chris is a member here and has been professional and a top contributor. That goes along way and if I had to hire someone right now, it would be his company. As for now, I'm just sitting back and watching them develop. If for nothing else, to make sure their business model is viable. I want my vendors thriving, so I know they have incentive to continue providing me service long after I've invested in the initial setup.

THIS ^^^^

No matter how many times I come onto this site and give advise to people, I seek it just as much.

My problem is and has been that I am focusing too much on what I can do for my clients, and what I can do to provide them with more and better services, that I don't do something like revamp the website.

I had to take a back seat to do interviews and make a hire which I've now done .... next is the website.

I also agree about competition. If it weren't for competitors (and this is true in any industry) the drive to innovate just isn't there. My only hope is that I can give that drive to my competitors, and that they can do the same for me.

The last thing any of us want to see is a vendor fail.