What is customer
support?
Many web hosts offer different types of customer
support to fit the needs of their users. The three most common types
of customer support include: telephone support, online support, and
email support.
Telephone
support is given through either toll-free or long distance
calling numbers. Telephone support is most often available during
business hours, though some web hosts claim 24/7 telephone support.
Be prepared to put in some extra time if you wish to receive
telephone customer support. Because it takes time for support
technicians to answer questioins on the telephone, users may spend
time on hold or receive busy signals waiting for their turn. This
form of support is great for users who prefer to speak to a "real
person" concerning their support needs.
Online Support consists of FAQ's, online
tutorials, live chat, user forums, and help pages. Online support is
the most time efficient way to receive technical support. Because
help information is posted online, users do not have to wait around
for help. Web hosts who develop effective online support pages are
able to assist users without having to have support personnel on
hand, so online support is cheaper to the company and the customer.
Users who are somewhat experienced with web hosting can usually get
by with just having online support from their web host. Live chat is
an up and coming form of support where the user can instant message
support representatives for answers and feedback. Because this
involves substantial manpower to maintain it is usually only offered
during business hours.
Email
Support includes: Trouble Tickets, 24 hour assistance, and
regular old email to the support staff. Although this form of
customer support may not give instant feedback, it is a cheap and
effective way for web hosts to offer support. A user could expect an
email reply in less than 24 hours from a good email support staff.
Users benefit from email support because they may send an email for
help at any time of day, they don't have to wait for business hours
to request assistance.
Testing
Customer Support
Often, you may test a web hosts' customer
support before signing up for their services. Some ways you can test
customer support: Try the customer support phone number, make sure
it’s working. Write tech support an email to see how long it takes
to receive a reply. Ask for a reference from a current user and see
what they think of the customer support. Take the time to find the
customer support level that is right for you. Any research you do
before choosing a web host will pay off during those unfortunate
times when your web site is down and you need customer
support.
What type of customer
support will I need?
What you are going to need from your
host is totally up to you. If you think you will need a lot of
assistance while you get your site up and running, sign up for a web
host with telephone and online support. If you are more independent,
an online FAQ page may be sufficient. According to user feedback
we've received, the quality of support you receive from your host
will most likely determine your overall satisfaction with the web
host. Remember, where customer support is concerned, you get what
you pay for.
