Phone support for web hosts
Many but not all web hosts offer phone support as part of their customer support along with helpdesk support. When choosing to offer telephone support, web hosts have the choice of several types of phone numbers to offer, including a combination of more than one type.
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Toll-free numbers
Toll-free numbers have been the industry standard for years. When people are looking for a web host with phone support, they typically look for a toll-free number. However, toll-free numbers have become less important with the increase in VoIP numbers and lower long-distance rates. Some web hosts have found that their toll-free numbers are not used as much as they once were.
Even if it isn't used a lot, having a toll-free number helps with the professional appearance of a web host. The company can appear to be more established and a safer choice with a toll-free number than it might be with a different type of phone number.
Some toll-free numbers work only in the US and Canada or only in other parts of the world. Various companies offer toll-free phone numbers. When looking for a toll-free number, consider your target market and then compare services that offer numbers that your target market can use.
VoIP numbers
VoIP phone numbers make it possible to receive phone calls from almost anywhere at a low cost. In addition, VoIP numbers are portable. You can receive calls sent to a VoIP number from anywhere that you have a broadband connection and the necessary equipment, making it a good choice for companies with remote employees. A disadvantage of VoIP is that if the Internet connection goes down, VoIP is not accessible.
Various companies offer VoIP numbers for business or personal use, including Skype and magicJack.
Regular phone numbers
A regular phone number is still an option, in particular for web hosts that target the local market. A phone number with a local area code helps show that the company has a physical presence in the area that it serves.
While a regular phone number costs less than a toll-free number, the money saved may be at the cost of business lost, depending on the target market.
Cell / mobile phone numbers
Cell numbers, or mobile numbers, were once considered an advantage for a web hosting company to use. They showed that customer support was probably easily accessible. As the web hosting industry has grown, however, cell / mobile numbers have come to represent a one-person company, which might not have longevity.
Cell / mobile numbers still have their use in the web hosting industry. You can choose to have calls redirect to your cell phone at certain times — but be sure that your voicemail message is a professional message and not a personal one. You can also give certain clients your cell number so that those particular clients can reach you directly.
Because of how the public may perceive a cell / mobile number for a web host, it's best not to publish it if you use one for business.
See also
Web Hosting Wiki article text shared under a Creative Commons License.
