Jaiem — Wed, 18 Apr 2001 12:55:13 +0000

Speak to [almost] anyone who has worked on any kind of 800 help line, espeically in the computer, software or IT service fields. Most of the time it's the most junior, least experienced, most over worked and underpaid people who are on these telephones.

I agree that for tech support (need to differentiate between tech support and sales support) initial response should be under 1 hour, with in minutes is ideal and does happen with some hosts (*cough...*cough... ). 24 hours is IMO way too long to wait for a tech to respond.

Mark Hensler — Wed, 18 Apr 2001 07:08:39 +0000

Welcome to TWF, funnytoes.

My host also provides ICQ whenever the tech is online. ... Brendan, I've talked to him a few times, very nice and knowledgable. Get's things done quick.

funnytoes — Wed, 18 Apr 2001 06:53:35 +0000

I look at it this way. If i send an email to my web host for support and it takes more than 8 hours for them to respond, then i give them a rating of 5 out of 10 for support. A hosting company should respond within 2 hours max. to support questions.

It does not matter if they have a woooo... 800 number. All that says is..hey ..we have a 800 number. Doesn't mean they have good tech support though.

There are many hosting companies that don't have a 800 # ...but only email and are amazing. For example, the host of my site usually responds within 1 hour...and are very helpful...

well enough of my rambling...

customer who????

toneatlas — Wed, 18 Apr 2001 05:42:17 +0000

I've also heard good things about Interland.

I won't consider any web host that doesn’t have a toll-free numb

Adam Oberdorfer — Wed, 18 Apr 2001 05:33:15 +0000

I think having a support procedure is cool – as long as it works. Suggesting that customers review the on-line FAQ, submit a ticket, or whatnot is fine. But hosts that won't talk to you via phone until your problem has been outstanding long enough for them to be sure you've done your research first bug me (CommuniTech included).

I deal with a lot of hosts (have 20+ on speed dial) and so far RackSpace and Interland are my favorite in terms of professional technical support. Both have unlimited free technical support via telephone and ticket system (I'm not sure about live chat – never tried it with either of them). RackSpace is great, as soon as you call (within 2-3 rings) a real person answers and asks how they can help you. It still surprises me when I hear that real voice rather that the average recording. Once you ask for technical support and give your server number(s) they usually answer within 1-2 minutes. The support tech's are not condescending (I hate that) and respond in a direct and professional manner. They don't give any B.S. and fix your problem. Interland on the other hand has the average corporate message, which requires entering a complex array of digits into your telephone before being placed on hold for a support tech. They usually answer within 2-3 minutes (which is about all I care to wait) and proceed in a fairly knowledgeable and professional manner. InterLand is by far the most corporate of any host I've dealt with but they remain friendly and personable – which is very important. Most of the tech's remember me from previous calls, which is very surprising seeing that I only call once or twice a week at the most and they have some 2 million customers or something like that.

The four things that stand out about both of their customer support is that (1) you know they are there and available 24/7 by telephone, email, web, or whatever means you choose to use to contact them (2) they are professional, courteous, and responsive (3) they are not condescending and respect that they are dealing with a web developer rather then a average customer (which is important if you want the professional level clients) and (4) they speak ENGLISH in a understandable manner (yes, amazing isn't it?).

Jaiem — Wed, 18 Apr 2001 03:49:23 +0000

Email also lets the host (and customer) keep a record of the contact and learn from the contact.

Also, sometimes customer can get irrate when an answer isn't provided immediately. Sometimes it takes 5 minutes to look into something and get an answer. When you have a customer on the phone the customer's anger quotiant seems to rise geometrically with each passing minute. Telephone support is one of the toughest positions in any business. And let's face it - not everyone has good telephone deminor.

Like it or not, the minor delay of email provides need time to research the answer to problems/questions.

And with email you can ask the client to send you a copy of the error message they're getting, make a screen print etc. Can't do that on the phone.

customer service

toneatlas — Wed, 18 Apr 2001 03:46:29 +0000

Maybe for you smaller guys an 800 number is a luxury.
but even for our $5. month customers the 3way 24x7 support is always there

Curtis Stevens — Wed, 18 Apr 2001 03:33:29 +0000

Yeah, and cost effective. I'm sorry, but you can't afford to spends tons of money offering free 800 support to your clients that only spend $20 a month. You will be surprised how many times people will call when it is free. We get calls all the time for help with email, etc. We don't mind, it just a regular number, so we don't mind at all.

Brian Farkas — Wed, 18 Apr 2001 03:21:02 +0000

If you're not prepared to have someone behind the phone 24/7, you shouldn't try to offer 24/7 phone support to your clients. If your clients really need to talk to someone, you can certainly provide them with a phone number and a good time to call, or you can ask for their number and call them... Most of the time, however, email is the most common method of support in the web hosting industry.

Curtis Stevens — Wed, 18 Apr 2001 01:23:26 +0000

Live chat, maybe, but not 800 number. It takes up too much time and customer reps can have more time offering support via phone. Why do you think some times you are on hold for hours with some of these big companies like HP, Dell, Sprint, etc.

Curtis