Web Hosting Customers’ Needs

We have to admit that many companies offer very similar products and services. This is especially true for web hosting. You can search the internet for “shared web hosting” and you will see a vast array of companies that could offer what you need. Many companies offer unlimited storage, unlimited bandwidth, and 24/7 support to make them stand out from other “unlimited” companies.

Over two decades of experience in the Internet industry, I’ve met many people who use web hosting companies. Some people are happy to rant about their web hosts. Others, however, are steadfast in their support of their provider. It’s almost like they take pride in finding a web host that offers the service they want.

We can tell you what happy customers have told us. This is a list with comments from their customers. These comments are something you might want to consider if you are planning to start a reseller hosting business. It all revolves around customer service, as you can see.

1. They answer the mobile phone

Some of the most persistent complaints we’ve heard about are being told that all operators are busy and asking them to hold and then being stuck in a phone queue for hours. I’m not sure if they are fishing tales. However, people have said that they were on hold for as long as 2 hours. If someone is actually placed in a maze with pressing numbers, only to be brought back at the beginning of the process and forced to listen to the exact same song indefinitely, then offering 24/7 support is nothing but a cruel joke. It really makes a lasting impression when people answer the phones quickly.

2. They respond to emails

According to people, web hosting companies are called when they can’t get their email queries answered. Nearly all people receive an immediate auto-response, which tells them that someone will be in touch shortly. It seems that web hosts can be very slow in following up with customers. Some companies don’t respond to emails for weeks. And when they do, it is often without any explanation. People are happier when they get their emails answered promptly.

3. They read emails

The fact that people receive email replies that don’t respond to their questions correctly is a major problem. People are just too stressed in this age of the Call Center. It is difficult to find the right answer to your query. Support staff tend to ignore keywords in emails and just dump links to videos or pages of information in replies that have little to do with the query. People are more likely to praise providers when they get the answers they seek.

4. There is continuity

People write to web hosting companies after receiving an incontinence email response. Unlike Mike, they now have to deal with Omar, who wants to know “How can you help me?” This raises blood pressure and causes tempers to flare. The top-rated companies have a tendency to assign customers to specific staff. This means that support staff may be able to recall the original issue.

5. They are grateful for my custom

Web hosting customers often feel invisible once their websites are running smoothly and without any issues. Many web hosting customers I know have been with the company for many years. They rarely hear anything from their web host, except when payment is due. Regular contact with web hosts is what makes customers happy. They often receive deals that do not have to do with web hosting, such as a discount for a region-specific holiday. This is the kind of thing that matters. It is important. It is a topic that people talk about.

6. They provide a great customer experience

Bad news travels much faster than good news. Good customer service hints at the entire web hosting experience, including performance, support and ease of use. Information should also be easily accessible. A good customer experience is when customer issues are resolved in a timely manner and get an email that informs them either their issue is resolved or how to resolve the issue. Everything is as simple as possible for customers so that they can complete their tasks when and where they are most comfortable.

Although we believe everything we wrote seems to be common sense, it is clear that companies have difficulty with commonsense. There are obviously costs. However, for web hosting companies, returning customers are essential. If you and your staff don’t work together to address your customers’ needs, you could lose out to companies who address them better than you. You can let HOSTILICA take care of all that by signing up for one of our reseller plans, where we will onboard and take care of each one of your customers