| "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. |
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! |
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. |
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! |
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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