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Customer Support
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.
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