Web Email Hosting Companies and Customer Service
The single most important factor when choosing a quality web hosting company is reliability. But “reliability” is not a simple thing to determine with web hosts. If you assume that most web hosting companies are technically competent and have been consistently upgrading their systems as well as having products that are reasonably priced, then a major component of web hosting reliability comes down to quality “customer service”.
In other words, what you really want to know is, “When there is a problem with my website, can I get speedy no-nonsense solutions?”
With inferior web hosting company, reliable customer service can be a problem. If you have ever talked to a web host technical support person you might get the impression they are handling three or four calls all at the same time. That’s because they have thousands of clients, and often the problems come in waves. All of that can lead to frustrating conversations with your assigned tech person.
For example, we have recently been having a problem with one of our web hosts. The problem has to do with accessing some of our sites to make changes. We have been doing web building for years, and with many different hosts, and this is the very first time we have ever experienced this specific problem.
So while we are open to the possibility that the problem is somewhere on our end, we think that’s unlikely. All of our sites with this host seem to have this same issue, and none with any of the other web hosts that we use. In either case, we are looking for some intelligent suggestions to resolve the issue in a timely manner.
But so far we have not been able to get an intelligent response, even though it has been happening for about a month now. I get the standard response: “Have you tried this, have you tried that…” all of which imply that the problem must be on our end, and none of which give the impression that they are actually thinking about what is going on with their servers etc.
We can sympathize with the technical support person’s dilemma. But in our experience, most tech support people have seen these problems before, and they probably know the answer. It is just very difficult to get them to actually focus on your issue.
It’s times like these when you realize the web host’s “reliability” takes a hit. At this same point is when customers may start thinking hard about changing hosts. While the tech person is stalling you are wasting time trying to get your website to work. And more often than not, getting it to work just takes a minor updates on the part of the tech team at the other end.
This only further confirms what marketing people have been saying for years about “customer service”. Customer service is important in every business, and at every stage of the sales and delivery process. Your sales and accounting people must be customer focused. Your production people must be customer focused. And most importantly your tech support people must be customer focused too.
Unfortunately many web hosting tech support people just do not understand this. They often consider themselves superior to their clients. And they have been able to get away with unreliable service because it is just too inconvenient for clients to change web hosts.
Of course we agree that none of this is completely fool proof. But given the highly competitive nature of the web hosting business, a simple, straightforward customer-focused approach is what you should be looking for in a web host.
For reviews of the best website hosting companies check out the link below:
Web Email Hosting