(The Hosting News) – cPanelÂ®, a leading provider of software that automates WindowsÂ® and Linux web servers around the world, has announced a significant expansion of its technical support offerings.
Spurred by its continued growth, the company 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 technical support mainly via its online, ticket-based system, offering phone support only during daytime business hours. Now, that has changed. â€œOur customer base is growing,â€ explained Technical Support Manager Sean Richards. â€œIt makes sense to expand our support team, so that we can provide our users with help around the clock.â€
The increased size of cPanelâ€™s support team has provided customers with other benefits, too. â€œAdding 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,â€ 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 cPanelâ€™s Customer Service staff. The staff then provide quick, easy answers to customersâ€™ billing and sales questions.
cPanel Community Forums Reorganized and Improved
One of cPanelâ€™s most popular support channels, its discussion forums at http://forums.cpanel.net, has just been overhauled. â€œCustomers will find the new forum layout more useful,â€ Richards commented. â€œThereâ€™s now a dedicated place for feature requests, and weâ€™ve improved access from mobile devices.â€ Users of PDAs and smart phones can enjoy this enhancement by accessing the cPanel forums at http://m.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.