1-900-ISP-TECH

Members of the ISP-Outsourcing list discuss the option of providing technical support through a 900 number. Is this good business practice or does it involve dealing with the business practices of the porn industry?

[March 22, 2002]

On the ISP-Outsourcing list in March, JW inquired,

"I'm looking to offer dialup ISP tech support via a 900 number. Does anyone know of a company offering such a service?"

There was some discussion about the negative connotations that come with a 900 number:

[RJ offered] "The main problem that we see with 900 tech support is the fact that most customers have the 900 numbers blocked on their phone because they don't want their kids dialing numbers that will get them in trouble."

[JY countered] "While there are 'taboos' associated with 900 numbers, similar pay-per-call services are available from virtually every major provider that use 500 numbers or other non-900 numbers."

Others considered the ways in which the support company could get burned in the process:

[SV warned] "I checked out using a 900 number for tech support: the support company can be burned badly by utilizing this type of line. The user that calls in can then deny having made the call, and the tech support company ends up paying the tab. It's bad, bad business."

[RL offered] "There is a way to do the 900 number and keep the support company from getting burned: they would simply bill you for the time online the same way they would with an 800 number. Collecting from the customers, in turn, would then be the ISP's responsibility."

Still others noted that customers might well see 900 support as a reason to look elsewhere for service:

[CU observed] "Technology and customer fraud aside, has anyone looked at whether this will work from a marketing standpoint? If you had an account with an ISP and they made you call a 900 number for technical support, would you use that ISP or another ISP who had free support? Also, if you did this, you would need to make sure you did flat rate pricing. Pricing per minute makes people suspicious that they're being left on hold to inflate the bill, etc. And remember that the phone company takes a big cut of the 900 fee, and you're responsible for 100 percent of the chargeback: even their piece of the pie!"

[JY agreed] "You do need to look in the marketing side of things. I've considered doing a 'tiered' service offering. A standard Internet package in the $16 to $20 price range would include unlimited toll free support, while a 'professional package' in the $12 to $15 range would not include support. Those professional users would then have a 900 number to call for the times when they did need support."

JY suggested that there might be better ways to deal with support concerns:

"ISPs must look at ways to cut their support costs. Still, I'm not sure if a pay-per-call support scenario is the right thing to do or not. We're looking into other means, like better and less expensive installation software, automated support both through phone menu prompts and intelligent websites, and more."

—End