Imagine you pay $10/month for laptop support. Every month, your credit card is billed that $10, whether or not your laptop actually needs it. Finally, one day, your laptop busts a hinge.
Now imagine that after all that diligent billing, you never use your laptop support.
That would be silly, right?
Of course it would. But it’s exactly what you’re doing if you don’t use your hosting account to its full amount, especially when it comes to hosting support. You’re leaving your own money on the table by not taking advantage of something for which you’re already paying.
“Come on,” you say. “There can’t be that much money left on the table.”
Oh, no? One statistic suggests that a business will only hear from about 4% of its dissatisfied customers.
In other words, most of you reading this article are indeed leaving money on the table.
Be better than that. If your hosting goes south on you, take advantage of hosting support services to their fullest.
Be the 4%.
Email or Ticket Support: For When You Don’t Have Time Now
I know what you’re thinking. “Sure, I pay $X/month for hosting support, but what’s more important to me is my time. I don’t have time to waste dealing with support.”
Fair point. Time is indeed valuable.
But, you don’t have to take a tremendous bite out of your day to involve hosting support.
Remember: They’re the ones offering the support here. They’re the ones who should be taking time out of their day.
Think of email support as putting an item on your “to-do” list. But rather than put it on your own to-do list, you’re putting it on someone else’s to-do list. You open a ticket with your details and your problem, and you’re free to rest while someone else gets to work. Later, you get notified of the resolution.
True: you don’t want to use email support if you have an urgent issue with your hosting. If your customers are trying to make orders and your site is down, that constitutes more of a hosting emergency that demands immediate and urgent attention.
But if you have a simple question—something you want to get out of the way—email support is ideal.
Think about it this way: if you had a check engine light and could fix it with an email…wouldn’t you?
Let the hosting company be the one to take care of that check engine light. You’re already paying them for the customer support—it only takes a few minutes of your time to enlist their help and put them to work.
Phone Support for Emergencies
Sometimes, your car has a check engine light.
And sometimes, it’s on fire.
Maybe your website isn’t quite on fire yet, but if you have a hosting emergency, you need a better solution than the delays typically incurred via email correspondence. Generally, the best way of solving an emergency issue is to talk to someone who’s ready to help now.
Yes, live chat is great. But, there’s more urgency to voice.
There is one disadvantage here: time. You’ll have to take time out of your day to deal with the phone call, which means that you can kiss any other phone meetings goodbye. You’ll also be distracted enough from doing other work.
The good news? If you truly have an emergency, you weren’t going to work on anything else anyway. When you work with a good hosting company, the phone chat won’t have to be a frustrating experience. In fact, it can be the fastest way to resolve what ails your site.
Talk With Your Mouth Full: Use Live Chat
You know how you’re not supposed to talk with your mouth full?
Those rules only apply to those who don’t know about the awesome powers of live chatting.
Live chat is a great way to get in touch with someone right away. It can be just as efficient as speaking on the phone. Or, in the case of ClickHOST and talking to someone who understands your particular issue—it can be even more efficient.
The great part about Live Chat is you don’t even have to do anything except keep sitting at your computer.
Keep your loud music blaring and coffee brewing during your jammy-clad lunch break.
Go ahead—do it all. Live chat means you can talk to someone about your issue right now without leaving any of the comforts of home behind. Even better, you can keep a different tab open to multitask while someone works on your issue for you.
Engage Your Hosting Support on Social Media
A service like ClickHOST pays attention to social media. If you’re constantly on forums like Facebook and Twitter yourself, there’s no reason you can’t engage them there.
In fact, we recommend that you follow ClickHOST online to make sure you’re up to date with all the information you need. Follow ClickHOST on Twitter, on Facebook, and check the status of our servers on Twitter as well.
When you have access to a hosting company’s social media pages, you’ll receive the updates you need right away—without having to call in and report any of it. That means you’ll know when you can sit on the sidelines and wait for an issue to resolve, or whether you’ll have to take action yourself.
Tips for Using (Non-ClickHOST) Hosts that Won’t Play Ball
Thus far, we’ve seen three different avenues for getting the most from hosting. All conventional avenues. All conventional ways of engaging your hosting company.
But, what if they’re not as cool as ClickHOST and won’t play ball? Here are a few tips for getting the answer you want:
- Hang up and try again. Sometimes, good support isn’t about the quality of their system. It’s about the quality of the individual you’re talking to. Keep trying until you talk to someone who’s willing to help out.
- Move up the hierarchy. Don’t be afraid to be “that guy” or “that gal” who’s asking to talk to the manager. It’s your money, after all—you’ve purchased the right to be at least a little unreasonable.
- Take your business elsewhere. If all else fails, let them know that the quality of hosting support might force you to take your business elsewhere—somewhere like ClickHOST.
Why Hosting is Different than Other Support
Admittedly, web hosting can be different than other types of customer support. It’s more technical—and, more annoying. Your business website is down, which takes down the infrastructure of your entire business. And, customers of hosting support tend to have high expectations—expectations which always can’t be fulfilled.
That’s why it’s so important to know that 1) you have certain privileges because you pay for this support and 2) its okay to ask for what you want.
Getting the most out of your hosting means getting what you pay for, after all. And, since you’re already paying for it, don’t be afraid to get your hosting company to work for that money.