It must be admitted that you need to consider a lot of factors before you settle on a particular web hosting company. You need to consider whether the fees charged will fit your budget, and whether the features offered in terms of diskspace and bandwidth will fit your needs.
Web hosting customer support
You also need to consider the reliability of the web hosting service, and whether they also offer adequate security against hacking. Finally, you should first find out just how easy it is to manage a website with a particular web hosting company.
With all these factors to consider, it’s not surprising that quite a few people fail to consider the quality of the customer support. In fact, many web hosting companies seem to pay mere lip service to the notion. They just mention that they offer “excellent”, “award-winning” customer support, and leave it at that. At the most, it seems like majority of web hosting companies can just boast of having 24/7 customer support.
But customer support is not as unimportant as some would have us believe. It’s actually one of the most crucial considerations when choosing a web hosting company.
True 24/7 availability
Some web hosting companies boast of being available 24/7 simply because you can email them at any time. So that means that strictly speaking, you can contact them 24/7. However, this doesn’t mean that they will respond to your email quickly. It may even take a full day – even two – before they respond. And meanwhile, you’re left twiddling your thumb in helpless anticipation. So what you need is customer support that responds to your email promptly.
Method of communication
You can’t just rely on email. When you have a problem, you should be able to call the web hosting company directly, or at least chat with them online. These methods of communication require instantaneous responses.
And herein lies the problem with some web hosting companies. Some, especially the really cheap ones, only offer email communications. Or perhaps they may offer phone or text communications only at certain times or on certain days. With some companies, customer support may not be available after regular work hours and on weekends.
Language and cultural problems
Quite a few web hosting clients find it difficult to communicate with some customer support personnel because they’re located in another country. And this can lead to some communication problems.
People from another country may speak English, but they may use the words differently. They may not also understand the slang you use. You may not understand their accent, while they too may have difficulty with how you speak. They may not even be as courteous as you may expect.
Finally, you need customer support people who can actually answer your questions. It wastes your time when they give you the wrong answer, or if the person you’re talking to needs to find another person who can deal with your problem. You may end up having to talk to several different people, and having to repeat your questions or problem over and over until you get an answer.
There is no objective measure when it comes to customer support excellence. You may want to count the number of people satisfied with the customer service, or you may want to see if a particular web hosting company has received awards or rave reviews for their customer support.
Let’s face it: sooner or later you will need customer support. And you need one which can actually help you ASAP.