Providing Customer Support To Your Hosting Clients

Learn about Customer Service

I have said in some of my other articles that a hosting company needs to provide good customer service to succeed. From past experience I know how annoying it can be for a client if their host doesn’t have a good support system in place. Many clients will expect fast replies to their support questions, and if you cannot supply this you may start to lose clients.

For a hosting company to be successful, they must be able to attract new clients to their service and keep their old ones.

A host can build a large customer base in a few months, the hard job is keeping their clients.

The Types of Support Services

There are many different ways a host can offer customer support to their clients, I have listed just a few below:

Email Support

Telephone

Support Desk

Live Chat

Knowledge Base

Many hosts now offer 24/7 support as well, any new host should consider offering customer support around the clock, it can cost a lot to run this type of support service, however many clients do expect 24 hour support.

Email Support

This is a basic support system using emails, it can be a slow form of communication if the host or customer only checks their email inbox every hour for example. I would recommend providing an email address which clients can use to contact the support staff.

Telephone

Many hosting companies do offer phone support, however not all clients will use this method to contact the host.

If the host can answer the phone for every call this can be a very quick method for answering clients’ questions. The costs associated with telephone support can be relatively low, if no free phone number is provided. This type of support isn’t necessary if the host provides other effective methods of contact.

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