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I Just Called...to say...HELP! Support, Part I: The Customer's Point of View
"We're sorry, all our customer service
representatives are currently engaged. Please hold the line for the next
available representative"
So you wait and wait and wait just
that little bit longer for help with your urgent questions, but it seems
like some kind of sick joke - the lights are on, but is anybody
home???
You curse and swear you'll change
web hosts in the morning. But morning comes, or afternoon as the case
may be, and you just can't be bothered. You've managed to figure it out
yourself by now anyway, or realized that maybe there was just a temporary
glitch in the system after all.
Besides, how can you really tell
which hosts are gonna give you real customer service, and
not just empty promises. It's like trying to find an honest lawyer!
Support: Expectations & Reality
It doesn't matter if you are new
to web hosting and have one site, or you're a seasoned expert with scores
of sites; you want your web host to offer reliable and quality technical
support online, as well as over the telephone and via e-mail. When you
have a problem or pressing question, you need to know that help will be
available for you - now! And in the format you need it. (Why do so many
FAQs have every question under the sun in them except mine?)
You should choose a company that
offers round-the-clock technical support - the now famous "24/7/365."
You don't want to find yourself all alone, out on a windy limb, on a Saturday
morning at 3:00 a.m. - prime time for all major problems, or so it seems!
It turns out that some hosts offer
support only by e-mail, and others only offer support during "normal"
business hours - and you pay for the call. When choosing a host, make
sure that the company you are looking at actually has people physically
in its data center round the clock. Believe me, there's
a world of difference between speaking with a technician on the job -
on caffeine and nicotine - than waking one up in the middle of the night
through a remote pager and trying to explain your problem!
It is worthwhile to browse through
the prospective host's automated online services to make sure they're
user-friendly and useful. Be sure to check that telephone support numbers
and e-mail addresses are there - and easily available - and then, write
them down! There's nothing more frustrating than not being able
to access this contact information because of the very problem
you're trying to solve!
We at HostSearch also recommend
that you contact a potential web host's technical support engineers before
putting your site - and/or your livelihood - in their hands. See if they're
willing to take a few minutes to answer your questions in a friendly,
professional manner - and on your level. If you don't understand what
in the world they're on about, tell them! It's their job to explain it
to you in a way you can understand.
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Their Responsibility
It is the responsibility of any
reputable web host to take full responsibility for its hardware,
software, and operating environment so that you the webmaster can focus
on running your business. You have enough to worry about without getting
entangled in a world wide web of techno-babble, server errors, and downtime
nightmares. Give your host a fair chance, but if they do not prove themselves
worthy in a reasonable (to you) amount of time, move on. Remember that
there are many other companies eager and ready for your business. Relax,
reflect, and control.
If a web host is determined to succeed
and presents itself as having high standards, then their technical support
has simply got to be outstanding. You as a consumer have a right to expect
- and demand - it.
Since support - in all senses of
the word - is a major investment for any company, many hosts simply don't
invest in the personnel and equipment necessary to maintain their operation
at an appropriate level. The task then falls on wise webmasters to size
up the expertise of a host's support staff and suss out their operation
before making the big decision as to where to host their web sites. Although
the decision is not fatal and irreversible, it can be a major headache
switching hosts mid-stream! Do you have time for it? I certainly don't!
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24/7/365 - But What?
You see it everywhere nowadays:
"24/7/365." All kinds of companies claim that they have staff and technicians
working 24 hours a day, seven days a week, 365 days a year. These crews
are theoretically on duty in their operation centers maintaining mission-critical
systems - oh to see it!
While this may in fact be the case
for the best of hosts, many of them make no claim as to whether or not
their support team is in fact trained and qualified
to handle the wide variety of potential customer problems. Not so surprisingly,
some of the most unqualified people in the entire web hosting industry
work in customer support call centers. Why, you may ask?
Because of the unprecedented demand
today for IT professionals, many web hosts simply cannot find qualified
people that are formally trained and up-to-date in operating system and
network technology. Some of the many new and inexperienced companies allocate
so much money to advertising and marketing that customer support and human
relations is not exactly a priority. Either way, you the customer suffer
because you cannot access immediate or useful assistance. So, look before
you leap and do your best to put their support to the test before reaching
for your wallet.
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Testing 1, 2, 3
1) Call up the technical support
people at your potential web host and ask them to walk you through the
basic routines necessary to maintain your site on their server. Ask them
their working hours and if there are others working there around the clock.
Ask the technician whether they went through some kind of training program
in order to qualify for the job. If the technician will be assisting you
with Windows NT-based requests, ask them if they have a MCSC, or Microsoft
certification. Ask them how long they habe been working with this company.
You have the right to know!
2) Do your best to assess the technicians'
knowledge level by asking a variety of questions and listening to their
responses, including the speed with which they answer and even their tone
of voice. Are there long pauses or do they put you on hold often? They
may acutally be employed only to answer a telephone or e-mails and then
relay technical requests to someone more qualified. In other words, they
may in fact be acting as a cheap filter to defend the valuable technicians'
time.
3) Ask them questions about the
company: where it is located, where they are located, the company's address.
This may give you an idea if a web host's support services are outsourced,
or if support representatives are working out of the company's server
farm or head office. Ask them directly if they are employed on a contractual
basis or are freelancers. Again, you have a right to know - don't be shy!
4) Did I say "Testing 1, 2, 3?"
Well then, the rest is a free bonus!
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See if you can determine how sophisticated
their customer tracking and billing system is by asking the representative
to pull some information - anything - about your account. This will give
you an idea as to whether the company has automated systems to track technical
inquiries. Additionally (!), ask them if the company provides an online
"knowledge base" or "technical support center." If yes, check its support
documentation to see if it's specific to the service, or something general
they picked up along the way just to look good.
If your potential host passes all
these tests and all your drilling, they are probably worth a try. Remember
they are only human and deserve a chance to prove themselves, especially
as to whether they are making an effort to meet your needs, or simply
going through the motions. You'll be able to tell this fairly quickly.
Often, it is their attitude
that makes all the difference, since many have all the latest machines
and equipment. Try to find a particular representative - with a
name! - who you can work with, since they will not only come to
understand your personal needs, but will also feel more
personally responsible to, and for, you. Keep it as human as possible
- for your own, as well as for their, benefit and well-being!
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