While in the best case scenario you hope never to use it, customer support is a very important part of your web hosting package. Without it, you’re out in the dark. Relying on forum boards and unknown people to help you with your problems is not a very good business practice. A truly good web hosting company will provide its customers with a decent customer support system. Whether it’s run 24/7 or only available during the daytime, some type of support is a lot better than none.
Let’s start out with FatCow’s Help Desk. FatCow tends to have a very friendly and visually pleasing theme to it in all it’s sections, and the Help Desk is no exception. The first place a webmaster should look when they have a question is the FatCow knowledgebase. This is sort of like an FAQ, with all of the questions grouped in categories in order to be found easily. There’s also a few tutorials included here as well. If you can’t find what you’re looking for at first, you can also use their search bar.
The help desk also allows you to open up support tickets, just the same as most other web hosts. They list their customer support number on the top of the screen, or you can chat with a live representative. All of their live help can be contacted 24/7. Help can also be requested through e-mail if you wish.
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HostUpon has what they call their “Support Panel” in order to manage their customer support system. On top of their ticket system and knowledgebase, they also include a few video tutorials. These are meant to teach webmasters how to use their control panels and manage their websites on the hosting end. The two main topics covered are cPanel control and FTP use. All of the videos are narrated so as the webmaster can easily follow along.
Though nowhere does it actually mention the hours in which their live chat is online, it does seem to be available during most hours of the day. There isn’t much mention of whether or not they offer telephone support, but there is a sales number which you can call. If problems aren’t getting resolved online, one could perhaps persuade their sales team into connecting them with one of the technical support people.
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iPage on the other hand offers 24/7 customer support via their toll free number, 1-877-IPAGE99. An investment in a toll free number with the company name in it should give customers a lot of confidence in their support system, and it turns out that’s rightfully assumed. One thing customers must realize about iPage is that they’ve been around for over a decade. When a web host has been around for that long, they’ve likely run into every problem imaginable. This type of experience allows them to train their support team to deal with even the most strange problems a customer might be experiencing.
Along with their phone support, iPage makes a point to brag everywhere on their site about their live chat system and ticket management. A little investigation online will result in nothing but positive reviews about all aspects of their support system.
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