Train your staff in Customer Service
CloudWays provide a really great platform and infrastructure, the problems only occur when things go wrong and we have to rely on your support staff. Who may be great at the technical side of their job, but they're seriously lacking in the communication and customer service side.
I don't want to get into the specifics, because this is just a suggestion that I'd like you to consider and this isn't meant to be a rant.
It'd be great if you trained your staff on basic customer service, especially those on the Live Chat and Tickets.
It would be great if they would:
a) Read messages before replying
b) Take the time to understand the problem before acting
c) Listen to what the customer is saying - especially when it's technical.
I think the quality of your support could be improved dramatically by asking staff to read and understand messages before replying.
Once the basics are in place, the Internet can provide many other ideas for turning that basic service into "Good" or even "Great" service (and we all know great service drives sales).