I am thinking of joining a particluar web hosting company.
They seem to have everything I am looking for in a good host
except one thing. They do not make available their phone number
on their site:(

Should I steer clear of a hosting company that doesn't list their
phone number on their site? Other than that they seem to have a
clean cut type website, nicely done with great prices.

Thanks for any help you can give.

/tile

well ***** has a number and that doesnt make them a good host, so if you are like going to pay anything below 10 $ per month it is worth trying, think of it as 2 bigmacks with 2 drinks :)

but do post a URL here because it could be possible that someone allready tried that particular host or do a Search (http://www.webhostingtalk.com/search.php?)

I take it CI is a particular hosting company? From what you
say it isn't uncommon to have a host that doesn't list their phone no.

/tile

Originally posted by tile
I take it CI is a particular hosting company? From what you
say it isn't uncommon to have a host that doesn't list their phone no.

/tile ****** is talked about often around here in an unflattering tone.

There are good hosting companies *without* phone support.
There are bad hosting companies *with* phone support.

I think you have to look at much more than that.
Unless, of course, that is important to you.



Must have missed it when their name banned. :D

Having no phone seems like their trying to avoid something?

Originally posted by tile
Having no phone seems like their trying to avoid something? Generally, it's the 'expense' they would have to add to their plans.

Seems like most of these sites that have no phone are probably smaller companies, maybe like one to a few people.

But on the other hand I guess they could be larger, I just am
not on the back end so I don't know enough.

Originally posted by tile
Having no phone seems like their trying to avoid something? Yeah... phone calls! :)

Seriously, many hosting companies today are small operations that simply don't have the personnel available to handle the phone. Those range from one-person operations where that person has a full-time job or school and so is unavailable to three- or four-person operations where there's enough other work to keep them busy and not quite enough income to add the one extra person it would take.

But there are good companies providing good service among those groups, so the lack of phone number doesn't necessarily mean you should stay away. It might mean a smaller company; some people see that as a positive thing, and some see it as a negative thing.


Looks like to came to the same basic conclusion while I was typing...

As someone else said a phone number doesn't mean the company is good or bad. I think a lot of hosts simply find it easier and more efficiant to offer support through a help desk. Not to mention everything is recorded in writting so there is no pointing fingers about who said what. ;)

The only time a phone number becomes important is if, god forbid, the companies network goes down and the company does not have a backup site with another host. In that case a phone number is important as it is your only way to communicate with your host. Basically, IMHO, a hosting company should either have a phone number for emergency contact or have another site hosted in a different datacenter so that their customers can at least access their site when the network goes down.

Regards,
Michael

Jay C makes some valid points. I don't think you can judge a company either way.

In addition, phone support makes it difficult for higher-ups in the company to track progress on customer issues and general satisfaction. I like to be able to get tangible proof about how my techs have handled one request or another. That's not always possible with the phone. That's one of the main reasons we use the ticket system.

I would think that providing prompt service should be number one in
a host's thinking. To me, having a phone leads (newbies with money)
a feeling of security and a feeling of stability. There are a lot of people that just get on the net, they want their web site up quick. So many of these business people are used to how regular business are run, think a phone is necessary.

Now I have been on the net for a while, and I think I can finally get used to dealing with a hosting company with no phone. But it would be nice to have a quick response when you need it. But for the price that many of these companies are charging, maybe not having a phone is understandable.

There was a very good point made in regards to a server being down. Their email could be out as well. Having a phone in case of these emergencies just leads to the credability of ones company don't you think?

If a web hosting company that wants to drum up business, having a phone could make them popular, they could obtain more clients.

Of course if the phone is constantly busy it could go against them.

I dont' necessarly agree

Phone support is a pain, you cannot keep track of a call the same way you can with a helpdesk, and second, people tend to call for suport that your not responsable for (liek .. ow do I use frontpage) .. etc

THis is an internet based business, and as such I see no problem in having internet based support :)

Originally posted by tile
I would think that providing prompt service should be number one in
a host's thinking. To me, having a phone leads (newbies with money)
a feeling of security and a feeling of stability. There are a lot of people that just get on the net, they want their web site up quick. So many of these business people are used to how regular business are run, think a phone is necessary.

Now I have been on the net for a while, and I think I can finally get used to dealing with a hosting company with no phone. But it would be nice to have a quick response when you need it. But for the price that many of these companies are charging, maybe not having a phone is understandable.

There was a very good point made in regards to a server being down. Their email could be out as well. Having a phone in case of these emergencies just leads to the credability of ones company don't you think?

If a web hosting company that wants to drum up business, having a phone could make them popular, they could obtain more clients.

Of course if the phone is constantly busy it could go against them.

Tile- I don't disagree with you at all. The issue is that once you start to deal with heavy account volume, phone support becomes near impossible. Quick, responsive, and helpful service should absolutely be a host's foremost agenda. That leads to happy customers. In most cases, jamming phone lines wouldn't provide the level of support that you and most customers require (and we expect to be able to provide). The helpdesks really do work to ensure the highest level of service.

But in the business that I am in and I would think for all businesses, the more help you give to a customer the word will spread. They will be delighted to tell other people. If a patron is upset and irritated, that could lead to bad word of mouth. I know and I have learned through years of experience that even if you know your right and the customer is wrong, try your best to make them feel that they are right.

In case of phone support, if someone asks questions that are not fitting, help them as much as possible. It really makes customers mad if they feel like you are trying to shrug them off.

An owner can feel that way, but a lot of the people working, lets say for $10.00 dollars an hour could very well think differently. They might be more apt to tell the customer off. They could think to themselves, "hey so what if they fire me for shrugging off a client I could get paid better somewere else".

I know when I have good phone support, it is a thing of beauty.

There are other ways to get instant support -- like live chat or tools like HumanClick.

For instance, we don't have a phone number, and it's simply because we are not located in the US, and nobody would like to call overseas. I have no problem giving a phone number to anyone who wants it, but honestly, I think you get a better answer through other means.

If you think it's important, then choose a web host that offers a phone support. But by my experience, it doesn't mean you get a better or faster reply. The person on the other side might not have an answer for your problem at the time you need it, as with any other system. A forum, e-mail and/or helpdesk system has the quality that usually, you will get a reply after someone has actually looked into the problem. Which most of the time, is better...

I tend to agree with Wismie as well.

Many times with fun support you get the run around with the tech telling you they arn't sure about the answer and so and so that can help you is busy so they will have to call you back.

With a helpdesk system all of the techs can read and answer your questions. If the company is a good company they answer any new tickets within an hour usually within minutes.

Another thing to consider which I don't think anyone has mentioned is that with helpdesk support there is no chatting so the tech is free to move on faster whereas with the phone the customer may want to chat about whatever. This takes up the techs time and the next customer is having to wait on hold.

So while I do think it is important for a host to offer a phone number for emergencies sake I don't think it should be used for phone support.

Basically it boils down to this. With phone support simple questions asked by the customer may be answered a few minutes quicker. However, real support issues such as something failing will generally take the same amount of time to fix if not longer as it takes the techs time to answer the phone. So you end up with a real toss up. Phone #s, in the case of hosting companies, actually work better for sales than support.

Regards,
michael

Don´t worry about if they give you a phone # or not,

but if they don´t indicate a mail address (snail mail) that should make you hesitate.

just my 2 cts.

You are right I think if I go with this particular hosting company, I will ask them their mailing address.
After hearing from all of you, it sure seems that no phone is just the wave of the future for smailler hosting companies and it isn't unusual.

I kind of like going with a smaller hosting company that gives good hosting at low cost.

I remember going to one host and was impressed that they had live tec chat. I don't think they posted their hours they chatted.

I guess many are reluctant to do that because you really don't have time to look things up if need be. A tec guru who is available a few times a week from lets say 1-4pm could be a plus that patrons would think that company cares about their clients.

Generally, for support issues it is much easier and more efficient to handle it through the support desk. The only time we encourage clients to make a phone call is, obviously, when a server is down. Other than that, it's encouraged to submit a ticket.

I offer phone support for local customers, and to be honest, Its a wast of time.

You can mange more efficiently support through Help Desk or email.
I prefer to use a help desk soft to keep track of the support request.

Well, I offer support via phone also, and in my experience it hasn't been a waste of time. Then again, many of my clients tend to be complete newbies and signed on with me because I offered phone support and a lot of hand-holding (setting up email accounts, designing the site, registering the domain, etc).

Since then, I've grown and like many have said, it becomes difficult to offer phone support as you grow.

What I do now is offer two pricing tiers - a basic tier with email/forum support only, and a higher-priced tier which adds telephone/live chat. Just rolled it out, so I'll let you know how it goes!

Mark

I have noticed Several Hosts dont list their phone # on their site. However if you ask they usually have one. Such as HostRocket, i couldnt find their number on the site, and found it out on the message forum.

Phone Support = Waste of time, and this is coming from a customers stand point, i dont run a hosting business so i am not sure what it is like on their end. I have only made a phone call twice for support, and it was actually more of a pain in the rear, had to dial a number, wait until someone was avail(long), and then got passed around to different techs. Using the ticket systems, or just plain ol email works best, 10 times out of 10.

I thought BuffaloWeb's quote is a classic example of what I am trying to get at.

"Then again, many of my clients tend to be complete newbies and signed on with me because I offered phone support"

Hey, there is a lot of competition out there for those newbie clients. Like I stated before, many have money and they want hand holding.

At least you don't have to do rectal exams to detect prostrate cancer like doctors do.

BuffaloWeb made another good point about the two pricing tiers. Having one that is more expensive for phone support.
I would think it is just another great way to add clients.

/tile

We list a phone number for sales, though we don't offer telephone support -- some clients call for support, which is fine and we just ask them to in future please use the helpdesk unless it is an emergency. The reason being that helpdesk support is not only more cost-effective, but also more efficient. Not to mention there is no need to try and spell usernames. ;)

My opinion? A phone number isn't what makes a web host good or bad. However, if no phone number is listed it could raise suspicion that nobody is working full-time at the company in question.

Thanks avara, you hit the nail on the head in your quote:
"if no phone number is listed it could raise suspicion that nobody is working full-time at the company in question" :confused:

I know it did me when I started thinking about joining a new host and spotted the lack of phone numbers so many hosts engage in.

If I think that, I know a whole lot of other people must think that as well. Maybe not from the comany doing the hosting because they have to deal with the hassels of what that would entail.

First impressions are vital especially if a new upcoming host wants to make money.
It must be hard for hosting start-ups to do it all. Maybe all the hard work would pay off in the long run.

Its been discussed before, but we find a good compromise is a voicemail number.

If a client really needs to talk about something that simply cant be dealt with effectively via the helpdesk, then they can leave their number and details. We can then get back to them when is both a convenient time for them and us.

I have to agree with what has been said here, a decent email support system is far more effective in both time and cost as opposed to phone support where you spend:

10 minutes understanding each others accent
10 minutes explaining how to resolve the problem
25 minutes talking about the clients favourite sport/obession
5 minutes asking really nicely that next time they email you

It seems like from what I've seen, that a lot of hosts do not supply even voicemail.

I think regardless of whether you offer a voicemail/phone number on your site, everyone will agree - it looks better on a first impresssion basis from an averge clients perspective.

It makes a company seem far more accessible and more like an offline business if they have a number they can call and shout at people when things go wrong - people like to shout ;)

I have been looking at plans (here in uk) where you would charge the customer 50 pence a minute to call the support number. Most of this cost you receive (a small % goes to the telco obviously) and if call levels where high enough would themselves support the phone operators.

While this is not as 'nice' as a freephone/toll free number, it looks to me to be a nice option for us to offer - when our support levels via the phone could warrant this setup...

And of course we would always have the free, robust and efficient email support...

stu_sp stated:
"I thnk regardless of whether you offer a voicemail/phone number on your site, everyone will agree - it looks better on a first impresssion basis from an averge clients perspective".

It seems after reading all the posts on this thread many didn't emphasize that point.
It was a more of "what can you do for me" additude.

I gather some hosters are independent and want their independence even at the cost of patrons feelings.:scatter:

Here is a great post from another thread in favor of phone support:


dynamicne

Greetings:

[B]We battled that issue back in 1996, and decided that the only way to really differentiate yourself was to provide telephone support.

As much as we love email, we do find a large number of clients just want to pick up the phone to talk with some one.

We've found offering toll free sales and support both increased sales and customer retention.

We do have clients that would not be with us still if they could not call us on the phone.

Thank you.


Great post don't you think in favor of phone support?


/tile

Well, there is no "right" or "wrong" here. Each one find its own way to differentiate its offer, and it's good. It does not mean that you are better because you offer phone support, or worse because you don't.

Customers have the choice, if they prefer to have phone support, then they will select a host that has some, if they don't mind, they will probably not care. I am not sure it gives a competitive advantage, it might refrain some users to subscribe, but each host has its own customer base target and it might be as well like this.

I think it boils down to what works for a particular company and obviously that will impact in some way or another how potential customers will view that company. Ultimately, it's up to the customer to decide what is best for them.

There are compelling arguments for both sides of the coin. In a perfect world, everyone would be able to offer phone support. Unfortunately, in our case at least (and I would venture a guess that it is the case with many others), providing phone support would necessitate hiring people to man the phones. That costs a lot of money. I would much rather hire people to watch the servers. Webhosting isn't an especially lucrative business, so lots of overhead tends to lend itself to fairly unstable companies if they aren't huge to begin with.

That immediately puts a significant amount of smaller, very capable webhosts out of business and puts the hosting juggernauts in control of everything. There are varying schools of thought on this, but some people believe that once companies become enormous, they cease to be as user-friendly. And as such, they drive away the very customers that they should be seeking to attract, service well, and retain.

We could go back and forth on this one forever. It is apparent that in your case, you should definitely select someone who lists a phone number if it gives you peace of mind.