Service Improvement

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  1. Improved KB

    Simply, what I want to achieve:
    - Great speed
    - Maximize CW feature

    For example, you have kb about w3tc. What if the question I don't see on the kb? Leaving a comment or live chat. But, many comments remain unanswered. And now I need to figure out how to set w3tc for maximum performance here in cloudways.

    Here on feedback forum. There's no quick answer.

    On the other side, on live chat the customer service seems distracted sometimes and giving kb as their reference. If the kb is important to for your customer service then please improve it.

    You…

    39 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  2. Add Litespeed Web Server For Batter Website Speed and Performance

    ☛ LiteSpeed reduces hardware costs
    ☛ LiteSpeed Web Server will increase security
    ☛ The LiteSpeed Web Server increases performance
    ☛ You get better results and more profit also Good in SEO

    23 votes

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    3 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  3. Wait time for support should be added

    I prefer to wait for customer support rep that will answer my questions quickly than to not wait and have a support rep answer my questions slowly over many hours. Sure it looks good that customer support can be there right away as a selling point, but you'll have unsatisfied customers who have to wait for answers when they are chatting with support. I'd rather see an actual wait time and get a support rep who can answer me quickly as to not waste my time! So I'm suggesting that wait time be added for chat with support.

    20 votes

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    67 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. Add **Purge CDN** to Breeze

    When developing a site, site creators will always be toggling settings on and off to make sure everything is working correctly.
    Yet the only way to purge the CDN is to go all the way back into the CloudWays /apps/ dashboard, then purge the CDN from within:
    https://prnt.sc/jtwa07

    The benefits of my suggestion is that it will ease customer service request, reduce on live chat inquiries, and help the site owner alleviate problems when creating content & toggling settings + plugins:
    Add Purge CDN to the Breeze plugin's CDN tab
    https://prnt.sc/jtw8zm

    16 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  5. Documentation for server setting & packages

    Create a documentation to explain server setting & packages for basic and advanced tabs please, is help to chose better configuration for some aplications

    13 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  6. let Live Chat support see details of my account

    I'm using Live Chat while logged into my account, yet the staff never seem to know anything about who I am.

    Even when I provide the console URL to the application or server I'm having trouble with, I still get asked for the server IP and/or Application Name.

    The Support Staff would come across far more efficient if they could access the details in my account rather than having me repeat details stored in your own databases.

    12 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  7. Paypal Recurring billing

    I don't like having to update credit card info for every client. Would rather use Paypal and be done with it...

    11 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  8. Can we please get actual 24hr / 365 Live chat?

    Can we please get actual 24hr / 365 Live chat? The chat bot is very frustrating and customers wanted to just get referred to an article they would go to the knowledge centre.

    5 votes

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    6 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  9. Remove the useless live chat bot

    The live chatbot is useless and only seems to try and suggest knowledgebase articles. Which I am well aware of where the knowledge base is. It is pointless and frustrating.

    To make matters worse the live chat agents always ask "how can I help you" Which I already asked the question and have to repeat or tell them to read above.

    5 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  10. When going over the limit on Elastic Email service you need to notify before cancelling

    Hi, my account went above my elastic email credits but we were not notified and the system just stopped sending email to my customers. We noticed after two days that something was wrong. This is unacceptable. You need to give warning to your customers of impending catastrophic problems, otherwise we lose business. So we were really disappointed that something so simple to do and expected was implemented.

    5 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  11. Please, stop rounding off charges!

    I think is not fair rounding off values, since we're not playing math, but dealing with money. By rounding values, people are unwittingly donating money to Cloudways! What about non dollar paying customers? As an example, by rounding $0.5 to $1, customers are paying more $0.5 for nothing, and customers which pay in reals are paying around R$ 1.65, just for nothing. Please, stop doing that. You are a company, not a non-profit organization we are helping with this "donations". If Cloudways thinks backups costs are high, simply make a price readjustment on it.

    4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. 4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  13. Chat features

    Please make a feature that you can setup all chats to automatically be sent to email and or set up system your end that makes all chat a support ticket

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  14. Support Quality

    The support quality and speed has been degraded fast lately..

    When I just became customer @Cloudways (like a year ago) support was fast and helpful.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  15. Improve Technical Support - currently it's very bad

    Please improve the skills of your technical support agents. I run about 17 servers with you guys, but the Technical Support is now unbelievably bad. I am that point of looking to move all 60 sites somewhere else. And what's the point of having SLA if it's meaningless. You used to have good support. Now it's awful.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. Timed Tickets System

    I would like to suggest that a feature be added where tickets are timed. As in where there is countdown timer on tickets, so that customers can have an accurate time-frame as to when a ticket will be resolved by. This is to prevent customers from having to keep asking chat reps about this. It think the time-frame for a ticket to solved by should be decided by the appropriate engineer upon first receiving the ticket, and then a countdown timer put on the ticket. And the aim should be to resolve every ticket before the countdown timer goes to…

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  17. Send an SMS to customer if he miss payment instead of deleting whole server!

    I missed the payment, haven't see emails, just logged in today my server has been deleted already and have waited to get answers. after paying money its been recovering. but just suggesting customer support should send customer an important SMS too, instead of deleting whole server. this will be unfair and disaster for business.

    3 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  18. hide your chat area if you cannot provide it

    you put your chat icon in contact page but we cannot use it,
    make it hidden if you dont provide this service.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  19. Request root support via chat

    I'm not a IT professional, so I do like to have a server without the configuration/administration layer, but have encountered problems when installig certain apps (eg. ERPNext).

    It would be great if we could be able to request help of one executive who has root access and finally succeed.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  20. Use crisp.chat for your Live Chat Customer Support Team

    Use this software solution, it has very good features and functions. One problem in cloudways is, everytime I will refresh a page, the chat window closes, then I have to click on chat window again, then I can't see the previous chat or reply of the agents. It's very annoying. I hope crisp can fix this issue.

    2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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