Answer for: What else could Modwest do to help its clients succeed?
#10 24 hr phone support for travelers
I chose Modwest because you offer an IMAP system. But sometimes I find it still doesn't work in all locations. And being somewhat tech-challenged, it would just be cool to know that I can reach Modwest when my computer cannot.
Oh by the way, this is a minor point since Modwest seems to be cool on every front.
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If it's not working in some geographical locations then it may be that you need a proxy to get around local blocking, in which case TOR might help http://www.torproject.org/overview.html.en
Voting for this because I really would like to see 24 hour support (not because of the e-mail issue, but because hosting problems don't always arise during business hours).
Thanks for the feedback. Currently we have live, toll-free phone support for 70 hours during the week, voicemail->callbacks on weekend days, and variable email support coverage outside those hours.
If we were going to expand our live toll free phone support hours incrementally, when do you think this would be most useful?
And -- does chat fit in here somewhere?
I noticed the voice mail but figured that I wouldn't receive a callback until office hours started again. Might be convenient for non-pressing issues, but doesn't address my actual problem. If I did receive a callback within say 2 hours and could count on that, that would work.
I would also be perfectly content with live chat outside of standard office hours.
My main concern is that I should be able to reach someone within 2 hours in case of a hosting emergency.
I would also be willing to pay extra for those features.
Chat doesn't fit with this answer, because "it would just be cool to know that I can reach Modwest when my computer cannot.",
In other cases chat would probably be ideal http://community.modwest.com/answer/849/Put_Simply
For planning purposes, I think it's important to distinguish between business and non-business users, national and international customers.
In the UK modwest's current support hours are an advantage for non-business users wanting to do things when they get home from work, but not so good for their non-business US based counterparts.
Conversely, modwest hours are ideally suited to US business, but not international business.
The gotcha is that people probably don't call when they'd like because they know the current support hours, which makes assessing demand difficult. The only way to tell is to market a trial to gather the necessary data to determine what incremental and proportionate changes, if any, are needed.
There's another 24/7 answer here, where I've chipped in a couple of suggestions. It seems there is enough here and there to warrant a Topic on the matter.
http://community.modwest.com/comment/876
Finally, it's essential to solicit the views of support engineers who may need things to make this work.