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Good Hosting Customer Support

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afam

New member
Newbies! It's imperative for you to know that web host features does not just stop with Unilimited disk space and unlimited bandwidth. There are other very salient features to which some people looking for a host provider have ignore, it is CUSTOMER SUPPORT.

You will not value the importance of a good customer support until you start having problems which you want resolved in the shortest possible time. For some host providers this is like telling them to do the impossible.

It is sad that some of the so-called reputable host don't even have a ticket system not to talk of an on-line chat system where you can ask questions and receive answers in real time.

So, for those of you that are new to hosting or want to change your host, then you had better look for a host that offers good customer support either by Chat, ticket system or forum.
 
Yes, we offer Ticket support (in Client centrum), e-mail support and Live support.

But most clients use Ticket or email (Live support do not use many clients)..
 
afam said:
It is sad that some of the so-called reputable host don't even have a ticket system not to talk of an on-line chat system where you can ask questions and receive answers in real time.

So, for those of you that are new to hosting or want to change your host, then you had better look for a host that offers good customer support either by Chat, ticket system or forum.
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The absence of of a live chat or a forum is not a sign of bad support.

Most companies provide support exclusively via ticket system because it proves to be the most efficient system. Chatting is difficult to control and difficult to transfer the ownership of a chat to someone else who can take care of the issue. Forum is public domain and you would not want private sensitive information be transmitted in an unsecure way.
 
Artashes said:
The absence of of a live chat or a forum is not a sign of bad support.

Most companies provide support exclusively via ticket system because it proves to be the most efficient system. Chatting is difficult to control and difficult to transfer the ownership of a chat to someone else who can take care of the issue. Forum is public domain and you would not want private sensitive information be transmitted in an unsecure way.
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Yes, forum is bad support, but ticket system is slow. The fatest is Live support..
 
Why is a ticket system slow?
That makes no sense at all.
It doesn't take any less time to resolve an issue via a ticket system than it does with live support.

The people on the operating end of the system is a far more important consideration than the actual system used for support.
 
caesar1 said:
Yes, forum is bad support, but ticket system is slow. The fatest is Live support..
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A ticket system is slow only if the company makes it slow. The company I have the pleasure of dealing with responds and fixes issues in a matter of minutes (and that is NOT for urgent inquiries).

Live support is only good for minor issues. I have never heard of a company that would solve complex server issues over chat. Additionally, how do you monitor a chat session of your employees if you wanted to?
 
Support requests that require us to edit anything in your account or billing account requires a ticket for tracking and security purposes. If we are fixing an error and it is small than it can be done via live chat.

The ticket system will always be the most effective way of dealing with support requests. Also, would you want someone claiming to be ask to change your email in the billing account to theirs? Answer is no, you would want them to submit a ticket that way we know it is YOU.

🙂
 
Forums are not good for customer support. Live phone and ticket support is the best. We have just recently set up transfer ability on livechat between sales and level one and level two tech support, so that's helped with some issues.
 
ldcdc said:
Why would they be significantly worse than tickets?
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In my opinion, forums are worse because it is an open environment (most of the time). When things do not go as planned (unscheduled downtime, unit failure), a lot more clients might learn about it that would otherwise not be aware of these "accidents".

Forums have a definite positive factors as well, such as: feeling of being a part of unique community and ability to help other webmasters with tips, advice or minor technical issues they face.
 
Blue said:
Why is a ticket system slow?
That makes no sense at all.
It doesn't take any less time to resolve an issue via a ticket system than it does with live support.

The people on the operating end of the system is a far more important consideration than the actual system used for support.
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Most ticket systems take minutes to respond unlike the chat system where you receive replies in real time.
 
I would have to agree. Back in the day before I was a CEO of ********* I used a free host with no support. That didnt last long 😛
 
Forums that is good option and we have added that recently. That is good to have family relationships with your customers
 
afam said:
It is sad that some of the so-called reputable host don't even have a ticket system not to talk of an on-line chat system where you can ask questions and receive answers in real time.
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We support ticket system,live chat,email and telephone 24/7/365.
 
Hello afam,

Of course good support is the backbone any business. As far as hosting is concerned, direct interaction with the customers in real time support is needed in order to make solutions for the issues. Live chat is the better way of support because the customers can interact with the host in real time and they can clear the issues in real time. The other ways take more time than live chat to get response and also the customers should send the emails several time for getting cleared with the doubts that arises in each reply and that takes time. In 24/7 live chat, the customer can clear the doubts at any time with real time conversation.
 
kvchosting said:
Hello afam,

Of course good support is the backbone any business. As far as hosting is concerned, direct interaction with the customers in real time support is needed in order to make solutions for the issues. Live chat is the better way of support because the customers can interact with the host in real time and they can clear the issues in real time. The other ways take more time than live chat to get response and also the customers should send the emails several time for getting cleared with the doubts that arises in each reply and that takes time. In 24/7 live chat, the customer can clear the doubts at any time with real time conversation.
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yes, I agree with you :rolleyes2
 
Good support means it is reliable, good & competitive. If support is 24X7 but you do not get resolution of your issue then what it is the use of it?
 
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