Aren’t you tired of getting through to call centres that can’t actually solve your problem? It’s very nice to call a Web Hosting company’s support line and get through to someone right away, however it is even more frustrating to learn they are merely there to say all the right things, but can’t actually help you. When it comes down to it, they have to put you through to a technician who you inevitably end up waiting for anyway.
Wouldn’t it be great to call a number and get through to the person who can deal with your website, email or domain name query right away or get back to you if necessary, rather than speak to a computer or pre-scripted help desk? I understand that in certain lines of business there will be certain busy times and it isn’t feasible for the company to hire enough staff for these peaks, however, I would prefer emailing or leaving a message in these cases where the technician can call me back when they are available. For this to work, they would however need to actually call you back. This will only work once a company has built your trust and you know they will take your call seriously and call you back as soon as they can.
That is a big word in the internet market today, “trust”! Service has become a great problem in the internet age, and more specifically in the Web Hosting industry. The more automated systems become, the less personalised your service experience becomes. I find this particularly worrying because after all, a product is still being sold to a person, so why not keep that human touch?
After explaining the problem I was having to a call centre I called recently, the call centre staff said “Sorry I can’t help you, that is out of my scope, I’m going to have to put you through to ‘CompanyName’”. It was amazing! I had called this company’s support line and then they were telling me that they were going to put me through to the company I thought I had called. They were basically indirectly admitting that they were just a generic call centre screening calls. If I had waited a couple of minutes I wouldn’t have minded, and if they had told me they needed a senior technician or engineer to deal with the problem I also wouldn’t have minded, however after 30 minutes of waiting, to be told they will put me through to the company I thought I was already speaking to, it definitely wasn’t the answer I was looking for.
I guess the purpose of this article is to highlight the need for real support in the Web Hosting industry. With so many web hosting companies out there, what makes one better than the other? Take time to research their service record, read their testimonials and then call them to see if you can get through to a real live human being.
NewSprout Hosting’s MD, Gavin Payne, has been Hosting servers, applications and websites for over 10 years, helping global companies including Telstra, Bidvest, VISA, AVIS, AT&T, Peugeot, BMW, Motorola and many others build their online presence. NewSprout is an Australian company offering website hosting, email services and domain name registrations to business and personal clients. For more information visit https://www.newsprout.com.au/web-hosting