When I think of web hosting, I always tend to think about the multiple support experiences that I have had over the years. The main reason for this is that I understand how vital a positive support experience is for any web hosting customer.
This got me to thinking about what the ultimate web hosting support experience should be like. Well, leave it to me to create just that right here in front of your eyes!
First Things First, Quick Response Times
No matter how I decide to try to contact a support rep, a quick response time is what’s needed to get the experience started out on the right side. Under 20 minutes on support tickets and under 3 minute hold times sounds about right.
If they have live chat, a hold time of no more than 2 minutes would be about right.
Always There To Help
One thing I watch closely is how much attention to detail the support team of my web hosting provider gives. If they’re there keeping it as simple as possible for me, and they’re there each time I call upon them, that’s what I call a winning support experience.
Way too often, web hosting companies forget just how important a positive customer relationship is. Those few who still remember are the ones that are shining the brightest in this industry.
Expert Techs
On top of always being there to help, a support department that contains expert techs is the one that’s going to have the highest quality of support around. When the techs know what they’re doing, their customers will feel a lot safer while taking advantage of some of the most solid web hosting in the industry.
Provide Me With A Do It Yourself Solution
If I want to solve my own web hosting problems, I want to rest assured that my web hosting provider gives me the proper support documentation that I need in order to scoot along smoothly.
The web hosting provider who gives me a vast knowledge base (or wiki) is the one that wins in this category.
Add It All Up
Now that you have an idea of how well a web hosting company performs in the various aspects of web hosting support, combine everything up in a manner that allows you to easily summarize your experience.
Tally out how your web hosting support experience did and see whether or not you truly get the ultimate web hosting support treatment.
The ultimate web hosting support experience is one that excels in all of the sections that I outlined above.
