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 SupportOften, 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.