Web Hosting Talk : Other Forums : Web Hosting Lounge : What is the issue about contacting through the internet?

[Ramiro S]

Hi, while searching for a new hosting I saw a thread in this forums about something I always see in customer support.

I get mad at people when they say... call us. It happens all the time... hosting companies or domain registrars.

First of all... are they an Internet Company or not? whats wrong with the e-mail or chat systems? I mean... if someone thinks that those ways are not serious we are on big troubles.

Then if you have an internet based company (this is my opinion as a latin american guy)... why do they think that we are all living in USA or Canada... they should be more open minded and know that if they are giving a good service they will get customers from more countries.

In a lot of cases even using the phone doesn't help... why is that? why people and support departments don't believe in e-mail or chat systems?

[blue27]

I don't think there is an issue with it. Hosts, like any other business, should provide as many contact and support methods as possible.
It gives the client added piece of mind to know they can call their host if necessary.

[Knogle]

I believe the existence of emergency phone support should be made available. Put a clause in your TOS that customers are only to use phone support to report network or server outages, and that abuse will lead to <insert punishment here>.

[sid007]

Originally posted by sanjiv
I believe the existence of emergency phone support should be made available. Put a clause in your TOS that customers are only to use phone support to report network or server outages, and that abuse will lead to <insert punishment here>.

Good tip! I have a 800# but don't make it prominent anywhere; it's hidden in my pages because I think customers will start calling daily just to say hello as they already do with eMail.

As we are virtual eBusinesses, I belive in providing priority eSupport and live chat help. It's less time consuming than the phone and I can give better, more detailed, & faster support via eMail than phone.

[zopm]

I guess sometimes it depends on your target market.
If you are targeting business, a lot of businesses think in the "old way", and want to hear a voice on the end of the line to answer their question.
I thought the same thing a while ago, and it frustrated me too(when you cant afford to offer phone support), but you have to remember that its still "easier" for most people to pick up the phone and call.

[webworkz]

We are about even on toll-free calls vs. support tickets/emails.

It's extra cost to provide toll-free access, but a lot of our customers wouldn't have it any other way.

Just because you run your business on the internet, doesn't mean that all transactions/communication have to be done via a computer.