Technical and customer support is considered as the foundation of a web hosting company. Prompt customer support is important for managing a booming web hosting company as it impulses the reliability and trustworthiness of the company. It also generates assurance in the potential customer for the reason that, in the unlikely or rare event of technical errors or significant downtime, customers can only have faith on the company’s support system to have their issues and concerns addressed.
Lets pick an example to prove the importance of customer support for a web hosting company. Brad owns an online gift shop and Christmas Eve is the time that his business makes wonderful profits. If on 23rd December, his website encounters technical complications or downtime, he will ultimately lose out on sales. Worse would be if he is not able to contact the support team of the hosting company. Such occurrences can negatively affect online business and this is the reason why hosting websites must concentrate on their support services.
Quick and accurate customer support is what every sharp customer would gaze for in a web-hosting provider. This feature can create or shatter a hosting company. Moreover quality customer support, aspects like performance, space, traffic allowed, features and pricing structures are also taken into consideration.
A excellent web-hosting provider would offer 24/7/365 customer support through toll-free along with email. Support through tickets is also a general feature combined in the support systems and while its punctuality is not guaranteed, it can be used if the inquiry is not serious. However, a quality web-hosting provider should be able to address any ticket request within 12 to 24 hours of its submission.
While lots of companies may possibly claim to offer 24/7 customer support, it is a excellent idea to check their availability by calling their toll-free number on a weekend or at unusual time. This would give you an idea about the credibility and reliability of the web-hosting provider.
For a user, reliable technical support becomes necessary and for a web hosting company it becomes important to offer this support free of cost so that they gain success in a very competitive industry. In the event of technical errors or other technical failures, the user should always be able to depend on the support system of the company to resolve any technical issues and/or have any of their queries addressed on time.
Lots of hosting companies would think about outsourcing their support to other hosting companies in order to cut on costs. While outsourcing support is a cost-effective strategy and the company has to advantage to access expertise in particular fields; the company cannot directly interact with the support staff. A quality outsourced support firm should be able to handle the company’s technical support, sales / billing and server administration in a proficient and prompt manner.
A hosting company consequently cannot afford to compromise on their customer and technical support in an industry where users lay prime importance on the trustworthiness and reliability
of the hosting company.