Hi

Do people want hosting companies to have Tec Support Phone Number ?

Thanks

Obviously.

Ummh, ya it would be nice to have a tech support phone number.

Why would you NOT want one?

They WANT IT
but E-mail is often a better way of communication for hosting trouble.

Originally posted by FiberOptic
E-mail is often a better way of communication for hosting trouble. Only in the real world. :)

I bet that from a customer's perspective almost all of them would want to be able to choose telephone support, if it worked the way a lot of them probably imagine it should: they call, and get connected to a rep right away. The rep is technically knowledgeable, polite, and articulate. The rep is logged on with full access and can look at details of the customer's account and site, discuss the situation, and fix problems.

On the other hand, many would probably be perfectly happy with the email/support ticket approach, too, if: email was replied to by a real person within ten or fifteen minutes, the reply was useful and educational, and if the rep needed more information they were able to ask it in a clearly-worded and polite email that was then also responded to promptly.

From the host's perspective, those scenarios might reflect unrealistic expectations; but from the customers' -- at least that of those customers that haven't already been soured by bad tech support experiences, and neophyte customers who need support the most -- they are exactly what tech support should be.