Today’s customers have no shortage of options when it comes to hosting. Across the globe, hosting companies offer a wide range of server options, including everything from shared hosting and virtual private networks to dedicated hosting. It’s true that customers are more discerning than ever regarding their server specifications. However, savvy clients are also beginning to focus more on the human side of the equation – customer service and support.
So, what does this mean for hosting companies? There are many potential implications, but perhaps most importantly, hosting companies can no longer get by on offering great pricing and high-tech features alone. Without quality customer service and reliable technical support, hosting businesses could very well be setting themselves up for failure.
Too Much Focus on Innovation?
In recent years, there has been an increased emphasis on innovation and technology in the hosting world. With more sites using a greater number ofresources, it only makes sense that hosting companies need to meet the growing demand for faster servers, more bandwidth, and bettersecurity features.
However, some may argue that, to provide the fastest and most affordable service, certain hosting companies have cut corners when it comes to customer support. This sacrifice has caused many clients to jump ship, opting for other companies that are better equipped to meet their needs.
The Undeniable Importance of Customer Service
For hosting companies that truly want to providetheir customer base with the best overall experience, it’s essential to place a greater focus on customer service and support. Today’s clientswant to know that they can quickly get in touch with a knowledgeable professional if they run into an issue with their hosting.
Customer service and technical support become even more important for clients who rely on site uptime for revenue. In these cases, even a small amount of unexpected downtime can create major problems and profit losses. However, with reliable customer support, clients can report, address, and resolve downtime and other issues as quickly as possible. That way, they can make the most of their hosting accounts – and safeguard their businesses.
Investing in customer service can also pay off in the long run by increasing efficient server maintenance and client flow. Meanwhile, a hosting business can grow their reputation and possibly boost profits over time as a result of being known for excellent service.
How Hosting Companies Can Improve Customer Service
For hosting companies that are lacking customer service, now is the time to ramp up your efforts. This newfound focus on technical support isn’t going away anytime soon; in reality, the emphasis on customer service will likely increase as technology advances.
So, what are some steps hosting companies can take to up their customer service game? For starters, businesses that aren’t already offering 24/7 support need to begin doing so immediately. Clients typicallyopt for hosting companies that they can get ahold of day or night, even on holidays and weekends – and they’ll pay extra for that peace of mind.
Offering several avenues through which customers can speak with a service representative is also a smart idea. Clients like having options when it comes to their communication. If possible, allow customers to communicate with your support team via telephone, email, live chat, and any other means possible. That way, customers can choose which communication method is most convenient (and comfortable) for them.
The Bottom Line
It’s no longer enough to offer the latest in server technology and speed. If you aren’t providing your clients with the highest level of customer service, you likely won’t be able to compete in this ever-growing industry.
The good news is that by taking just a few proactive measures, you can begin offering your clients the level of support they desire – and your business will only benefit from the results.