Web Hosting Geeks' Blog » customer service http://webhostinggeeks.com/blog Web Hosting Industry News, Latest Trends, and Analyses. Thu, 09 Feb 2012 05:48:19 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Three Hidden Fees to Look for When Choosing a Web Hosting Planhttp://webhostinggeeks.com/blog/2011/04/05/three-hidden-fees-to-look-for-when-choosing-a-web-hosting-plan/ http://webhostinggeeks.com/blog/2011/04/05/three-hidden-fees-to-look-for-when-choosing-a-web-hosting-plan/#comments Tue, 05 Apr 2011 21:41:58 +0000 Art http://webhostinggeeks.com/blog/?p=1527 As the World Wide Web continually expands on a daily basis, the web hosting industry becomes even more competitive. In fact, it appears that nearly every web hosting provider now claims to offer the best hosting services, with no hidden fees applied. Unfortunately, most web hosting providers do have some faults that are often overlooked by the general public, until the fault becomes evident due to a mistake or event that occurs after the hosting plan has been purchased. Hidden fees are not really “hidden” per se, they are actually fees that are not readily apparent, which may be found in the fine print, but which the web hosting provider does not necessarily notify the customer of. Although many of these fees are seemingly mandatory charges that must be applied during checkout, more attention should be paid to what these fees are and how expensive they can be. The following are three hidden fees to look for when choosing a web hosting plan.

Account Setup Fees

Many web hosting providers choose to charge account setup fees, which can boost the initial overall cost of the hosting plan. Setup fees can range anywhere from $10-$50, depending on the hosting provider and the size of the hosting plan. Unfortunately, these fees are usually charged at the checkout process, and are only mentioned in fine print on the advertisement page or check out page. Even though there are web hosting providers that do not charge account setup fees, most novice webmasters fall victim to a hosting service that does.

Customer Service Fees

Hidden service fees are perhaps the most noticeable type of hidden fee charged by web hosting providers, because most customers become upset when they realize they have been charged a fee for using what has been advertised as “free 24 hour customer service”. Although these fees are more warranted than arbitrary fees like account setup fees,  it is a common practice for web hosting providers to charge such fees without first notifying the account holder. Thus, it is best to inquire whether or not your hosting provider charges customer service fees for requesting e-mail or hotline assistance.

Domain Transferring and Ownership Fees

Some hosting providers will charge a fee when a webmaster attempts to transfer their domain from another host. Before switching hosting providers in choosing another hosting company, it is important to inquire whether or not they charge domain transferring fees. Other web hosting providers will offer you free domain registration for life or for a specific period of time, only to register your domain in their name so that it actually belongs to them. After this, the company will then charge domain ownership fees, which must be paid on a regular basis or the hosting provider will regain ownership of the domain. Therefore, when selecting a hosting plan that offers free domain registration it is important to find out whether or not domain ownership fees will be charged in order to maintain full ownership of your website.

 

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]]> http://webhostinggeeks.com/blog/2011/04/05/three-hidden-fees-to-look-for-when-choosing-a-web-hosting-plan/feed/ 1 When to Cancel a Web Hosting Planhttp://webhostinggeeks.com/blog/2011/02/17/when-to-cancel-a-web-hosting-plan/ http://webhostinggeeks.com/blog/2011/02/17/when-to-cancel-a-web-hosting-plan/#comments Thu, 17 Feb 2011 19:28:33 +0000 Art http://webhostinggeeks.com/blog/?p=1428 Choosing the right hosting plan is difficult enough when you don’t have to factor in an endless sea of choices and the possibility of receiving terrible service from the hosting provider you choose. Unfortunately, shady business is all too common in the web hosting industry, so it is therefore important to make sure you choose the right company from the beginning. Even so, it is not uncommon for someone to be stuck with a hosting plan that they despise, being afflicted with site downtime and poor performance.

Most people would like to believe that the unreliable service will end soon, and that they’ll be able to enjoy a web hosting plan that will meet all of their requirements. Nonetheless, if you’re having a bad experience with your hosting provider it may be time to make a change, and/or request a refund. The following information details when it is best to switch hosting providers.

Persistent Downtime

Persistent site downtime is absolutely unacceptable in the hosting industry, especially if you currently own an online business that depends on the reliability of your hosting provider. If your hosting provider offers an uptime guarantee, and most do today, be sure to take them up on this guarantee, and at the very least ask for a discount on your current bill because of the inconvenience. If the company refuses to provide some sort of compensation for the persistent downtime then it is time to find a new hosting provider. Any down time that lasts longer than a few hours should warrant a web hosting provider change as well.

Bad Customer Service

If you’ve been on the phone with customer service several times, only to be treated poorly each time, then it may be time to consider a new hosting provider. Good customer service is an integral aspect of every good web hosting provider, and many times being a webmaster requires immediate assistance from trained professionals, not half an hour delays and unfriendly people that do not know what they’re talking about. If you’ve had problems with your hosting provider’s customer support, you may need to start thinking about different options, before you encounter a serious issue that needs immediate support. Customer service should be friendly, fast and knowledgeable about every aspect of web hosting.

Unfair Terms and Fees

If you’ve been noticing unusually high, unfair or unexpected fees on your monthly bills, you may want to contact the hosting provider to let them know how you feel. If you’re told there is nothing they can do, or if you continue to receive inflated bills each month, it may be in the best interest of your online business to cancel your hosting plan with the current provider. Likewise, you should examine the terms and conditions of any hosting plan before you make the decision to purchase the plan, especially if you’re required to pay a year in advance, as is the case with many shared hosting plans, which are often unreliable.

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]]> http://webhostinggeeks.com/blog/2011/02/17/when-to-cancel-a-web-hosting-plan/feed/ 0 Critical Factors for Choosing a Web Hosthttp://webhostinggeeks.com/blog/2011/02/08/critical-factors-choosing-web-host/ http://webhostinggeeks.com/blog/2011/02/08/critical-factors-choosing-web-host/#comments Tue, 08 Feb 2011 20:13:08 +0000 Art http://webhostinggeeks.com/blog/?p=1408 Today’s global economy demands a web presence in order to be considered a formidable competitor.  For small and mid-size companies, navigating web hosting services is often a daunting task, occasionally frustrating.   Due in large part to the numerous web host servers readily available to fit your new business needs and budget.

There are several things you should take into consideration when selecting a web hosting service for your new online business including:  customer service, price, domain names, and upgrade options.

Efficient Customer Service

Before closing a deal, you should always know your business partner. Whether attempting to contact the interested web host service company via phone, e-mail or learn more about the services each offers reading website information and client testimonials, gauging customer service is an essential component when making a final decision.  Thriving business owners realize their key to successfully acquiring and retaining customers is excellent customer service; web hosting services are not immune from the same curiosity.

A respected web host service representative should return messages within 24 hours, answer questions honestly and value your time as a potential client – if not then move on to your next option.  If the web host service doesn’t respond in a timely manner, then chances aren’t any better in troubleshooting assistance.

Affordable Pricing

Pricing is another significant aspect to consider when opting for a web host package.  Many new online businesses get into financial trouble when purchasing a web host because either they aim too high or too low.  Quality service should never be compromised, but neither should it be ridiculously priced.  If you’re a small business owner, then you won’t need all of the bells and whistles as those of larger websites.   Although starting a website, estimating visitors and bandwidth usage is difficult, consider your current client base.

Free web hosting is tempting for many new online entrepreneurs; however, it’s not always the best option even though being affordable.   A free web host typically requires your website to display ads of various products and services.   Visitors quickly equate the pop-up ads as annoying and quickly exit left to your nearest competitor’s website.   Summary:  avoid free web hosting unless you’re testing a specific market or sharpening your web design skills.

Dependable Domain Names

It’s equally important to spend some serious thought and effort into a domain name for your online business.   A good web hosting provider will offer you at least one free domain name per hosting account. Of course, receiving the free domain is the easy part. Chances are the first name you choose will already be taken, so consider several different options.   A legit domain name should be easy to remember, spelled correctly, and relate to your business.   If you opt to use a free web hosting service, be aware that typically your online address requires you to include part of the web host’s address to your domain name.

Despite being affordable, the convoluted web domain name confuses existing customers searching for information online and detracts potential new sale leads.   A lengthy web address also wrecks havoc on SEO rankings.  When picking a profitable domain name, paying for the convenience of owning a personalized address is a worth-well investment.

Available Upgrade Options

Finally, before settling on a web host, be familiar with the available upgrade options.  Initially, your online business endeavors shouldn’t require a fully-loaded web hosting package, however, as your business grows, so will your need to accommodate web visitors.   The most common reason small business owners find for upgrading websites is due to an increase in web traffic to your website, which means the demand for more bandwidth.  A couple of advanced upgrade options preferred by larger online businesses include Managed Hosting and Unlimited Managed Hosting packages.  Upgrade options depend greatly on individual needs and available budgets.

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]]> http://webhostinggeeks.com/blog/2011/02/08/critical-factors-choosing-web-host/feed/ 0 A Review of JustHosthttp://webhostinggeeks.com/blog/2010/11/23/a-review-of-justhost/ http://webhostinggeeks.com/blog/2010/11/23/a-review-of-justhost/#comments Tue, 23 Nov 2010 19:51:16 +0000 Art http://webhostinggeeks.com/blog/?p=1236 JustHost is a fairly new web hosting provider that has become one of the biggest players in the hosting industry, almost overnight. This is because they have one of the most robust and fastest networks utilized by many servers which almost eliminates downtime. This reliability and performance mixed with a low price package with many features is a winner in any computer user’s book.

There are four primary areas where JustHost excels including:

  • Control panel
  • Customer service
  • Price value
  • Reliability

JustHost utilizes industry-leader cPanel software to allow users to create and manage their website in an easy-to-use environment. The program is simple yet powerful as you can manage domains, databases and provide added security all within a few clicks of the mouse. Other easy functions are configuring email accounts, viewing website statistics and implementing scripts.

Another excellent feature of JustHost is their customer service. The company provides users with around the clock support via email and phone. There is also a detailed help center that provides answers on almost any topic related to their system. JustHost has become one of the best resources in the marketplace. This is one area where the company takes pride as the customer comes first.

Also, the price value blows most web hosting providers out of the water. At only $3.95 per month and packed with numerous features, JustHost is providing an excellent service at an extremely low price. The best feature is unlimited storage, bandwidth, databases and domain hosting. Almost sounds too good to be true! There is also a great deal of e-commerce support for those looking to create a product or service website.

Finally, JustHost is one of the most reliable web hosting providers available due to their load balancing technology and speedy backbone connection. Your site is available on multiple servers due to load balancing so if one becomes unavailable your site will not go down. This almost eliminates downtime completely and gives you a small piece of mind.

JustHost is one of the greatest things to happen to the web hosting industry since the invention of the server. At the same time it is also one of the worst things to happen. All in all the company is excellent for users but bad for the competition. With the growing popularity of JustHost, they certainly are making the competition rethink their business model.

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]]> http://webhostinggeeks.com/blog/2010/11/23/a-review-of-justhost/feed/ 1 The Importance of Web Hosting Customer Servicehttp://webhostinggeeks.com/blog/2010/01/13/the-importance-of-web-hosting-customer-service/ http://webhostinggeeks.com/blog/2010/01/13/the-importance-of-web-hosting-customer-service/#comments Wed, 13 Jan 2010 17:18:04 +0000 Art http://webhostinggeeks.com/blog/?p=704 Regardless of the kind of web hosting service you are using, it is crucial that you receive adequate customer service.  You’ll need a support team standing by that is willing and capable of providing excellent service in times of need.

Know Before You Go

Before you decide to purchase a hosting plan from a web hosting company, it would be wise to ensure that their customer support team is worthy. You can find out how well equipped the support team is by giving them a call and asking a few questions about your concerns. Making sure your concerns are dealt with before purchasing a web hosting plan will give you the opportunity to test the competency of  the customer support team. If you contact the customer support and the person on the phone seems clueless, then you may want to consider another company.

Assurance

Just because you have hosting service with a reliable company, does not mean you will enjoy reliable customer service.  There are many problems that can occur that can make your web hosting experience a miserable one. If one of these problems were to occur, then you may need to contact your customer support team immediately. Without fast and efficient customer service, you may wind up encountering a problem that could cause financial loss to your online business if not dealt with promptly.

Response Time is Crucial

By far the most important aspect of a qualified customer support team is the ability to answer questions and deal with problems quickly yet efficiently. Time is money in online business, and every minute that goes by is a potential financial loss on your behalf. Try contacting the customer support teams of several prospective web hosts. Clock them and see who gets someone on the phone the fastest. You may even want to do this several times in a row to see who has the fastest average response time.  In some situations you may need support quickly, and you may not be able to wait for assistance. If it takes longer than five minutes to reach a representative then you should consider another company.

Being The Top Priority

Problems with web hosting services arise on a daily basis, and it is not uncommon to go through  technical difficulties from time to time.  The most important thing to remember when you site goes down is that you have a support team waiting to help you in times of need. If you followed the steps above and you have selected the right web hosting service, then you should have no problems getting help when needed. When the time finally does come for you to seek technical assistance, you need to make sure you are the top priority of the technical support team. If at any time during the support process you feel as if you are being pushed to the side, then you need to seek out a new web hosting service provider immediately.

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]]> http://webhostinggeeks.com/blog/2010/01/13/the-importance-of-web-hosting-customer-service/feed/ 2 What to Look for in Web Hosting Supporthttp://webhostinggeeks.com/blog/2009/09/04/what-to-look-for-in-web-hosting-support/ http://webhostinggeeks.com/blog/2009/09/04/what-to-look-for-in-web-hosting-support/#comments Fri, 04 Sep 2009 19:23:03 +0000 Art http://webhostinggeeks.com/blog/?p=507 It does not matter whether you lease a dedicated server or a typical web hosting plan, having a solution that comes equipped with excellent support is an absolute must.  From basic customer service endeavors to more complex technical issues, you need a host that can come through in the clutch to deliver top-notch support.  This article will explain why support is so critical and give you a few key factors to consider when evaluating service.

Peace of Mind

Just because you sign up with a reliable hosting provider, doesn’t necessarily mean that you will enjoy a flawless service.  Whether it is a power outage or a corrupt hard drive, anything can go wrong behind the scenes and for the most part, these problems are out of your hands.  Should something occur that brings your website down, you need to have the reassurance of being able to get in touch with someone immediately to find out what’s going on.  If the web host cannot provide you with speedy, quality support, you run the risk of enduring even more problems and losing visitors when technical issues are not resolved in a timely manner.

Putting the Support Staff to the Test

Before entering a service agreement with any web host, it is highly recommended that you test their level of support first.  You can do this by contacting the support staff with basic questions regarding uploading your files to the server or whatever concerns you the most.  By asking pre-sales questions, you will have a chance to evaluate the competency and overall effectiveness of the web hosting provider’s support staff.  This will ultimately help you determine if the host can provide you with clear, satisfactory answers to your questions in the future.  Of course nothing is guaranteed down the line, but first impressions can tell you a lot in this regard.

Evaluating Response Times

When evaluating the hosting provider’s support staff, there are few things you want to consider but most importantly, the time frame in which it takes to receive a response to your initial inquiry.   This applies for addressing matters via phone as well as email and support ticket.  If you can get in touch with the support team directly, evaluate how long it takes to get someone on the phone.  Some companies have incredibly long wait times so this is definitely something you want to take into consideration before making a commitment.  Depending on the nature of the problem, a support staff that leaves waiting on the phone for ten or twenty minutes could be like having no help at all.

Anticipate Problems, Expect Great Support

If all of a sudden you begin to experience technical issues with a web hosting service, relax because you are not the first to hit such a road block.  Problems occur quite frequently and can range from subtle annoyances to catastrophes that result in some downtime for your website.  Though it is almost impossible to obtain a 100% trouble-free service, it shouldn’t be difficult to find a solution that comes with first-rate customer service and technical support.  As a customer that enables the business to exist, a web host needs to make you a priority by providing the assistance whenever you need it.  If not, they are not worthy of your business.

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]]> http://webhostinggeeks.com/blog/2009/09/04/what-to-look-for-in-web-hosting-support/feed/ 0 Three Methods for Better Customer Relationshttp://webhostinggeeks.com/blog/2009/07/27/three-methods-for-better-customer-relations/ http://webhostinggeeks.com/blog/2009/07/27/three-methods-for-better-customer-relations/#comments Mon, 27 Jul 2009 17:21:52 +0000 Art http://webhostinggeeks.com/blog/?p=441 Any online business owner understands the importance and complexities of customer support.  The process of fielding customer inquires, getting a staff member to follow through on them and making sure the issues are wrapped up properly is a time consuming and costly task.  A thorough support system requires many elements and this article will introduce you to three essential methods you may want to consider.

1.) Support Tickets

One of the most affordable and effective customer support solutions is the ticket system.  This type of application allows customers to open up an official case, submit their questions or concerns, and a member of the support team to take care of it.  Such a system can be very cost effective because all it takes is a few employees to handle the communications.  These systems are also generally easy to use and can be integrated to your existing support system.

While a support ticket system can definitely be useful, it may not be the best tool for developing personalized relationships with your customers.  The communication can be slower than some may like, especially when queries are being submitted from another time zone. Therefore, while it is good to have a ticket system, this tool cannot be relied on alone.  In the time-sensitive, fast paced internet world we live, the delay in response could result in loss sales and profits for your online business.

2.) Live Chat

If you’re looking for a way to better interact with your customers, then live chat is the way to go.  This feature has become quite popular in recent times as the world moves faster towards full-fledged automation and on-demand services.  While it may be a financial disadvantage from the aspect of needing physical resources to communicate, live chat is something that can take your customer relations to the next level.  This is a feature loved by customers as they can get help in real-time and instant feedback to their queries, which could result in faster sales for you.

3.) Automated Response Systems

Like many areas of the business, the easiest way to lower your customer support expenses is to automate processes and cut out large chunks of related costs involved.  This can be done with an automatic response system.  Recently introduced to the customer service field, these systems provide a way for you to cut down on overhead without leaving your customers out in the cold.  Such solutions range from systems that are quite expensive and require programming skills to create scripts that accurately analyze text queries and send back automated responses, to simple and affordable features like autoresponders that automatically respond to general queries when you’re away.  Your customers are able to get responses almost instantly while you can save money on the salaries in your support department.

Support is one area in which you must give careful consideration to numerous elements in order to ensure a high level of customer satisfaction.  If at all possible, you should try to implement all three of the solutions mentioned in this article.  Although cost is always an issue, you never want to ignore the customers who are responsible for your profits and the business itself.

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]]> http://webhostinggeeks.com/blog/2009/07/27/three-methods-for-better-customer-relations/feed/ 1 Improving Customer Relations with Live Chat Supporthttp://webhostinggeeks.com/blog/2009/04/10/improving-customer-relations-with-live-chat-support/ http://webhostinggeeks.com/blog/2009/04/10/improving-customer-relations-with-live-chat-support/#comments Fri, 10 Apr 2009 19:32:18 +0000 Art http://webhostinggeeks.com/blog/?p=283 It is important to have every edge you can over the competition in today’s highly competitive business environment.  Internet technologies have matured and because of this, online shoppers have come to expect more from online sellers.  In a fast-paced virtual world where almost everything has become automated, having the ability to wow your customers with sophisticated support features could be the critical selling point that persuades them to choose you over the competition.  There are many features that can help you automate support tasks and live chat is one of the most effective.

Live chat support is no longer a rarity or even a novelty feature.   In fact, it has become a common tool over the last few years.  More online businesses are incorporating this service into their e-commerce sites and if you’re not, you could be missing out on potential customers and sales.

How Live Chat Support Works

Live chat is a comprehensive tool that shouldn’t take long to master.  Unlike help desk applications, the installation process is quite simple.  In most cases, all you have to do is paste a little snippet of programming code into the source code area of your web page.  This code typically generates a Live Chat Request button on the page.  When enabled, the service sends notification through a hosted chat server that a visitor has landed on your site.  You can then watch in real-time as the visitor navigates your web page.  You can approach them any time to strike up a chat regarding products or to ask if they need help with anything.  This is quite similar to the personalized service you get in a brick and mortar store

Whenever potential customers have questions, they can initiate a chat by clicking on a designated button on your website.  Once the private message window has been launched, the visitor can enter information in fields you previously defined and click the “Chat” button.  This will send a chat request to the server, allowing you to review and decide if you want to accept.  If you choose to, a private chat window opens up on your end, thus facilitating a real-time messaging session between you and the visitor.  Sometimes customers want answers in an instant, and with a live chat system enabled on your site, you will have the power to deliver.

Live Chat Benefits

Live chat support can help you to enhance confidence in visitors and increase customer satisfaction.  Long email delays are becoming increasingly damaging while lengthy hold times on the phone frustrates customers even more.  With live chat, your customers can get the answers they need on the spot and when they’re satisfied, they are far more likely to return.

Perhaps the greatest benefit of live chat is cost savings.  This feature will allow you to cut back significantly on costly support calls and possibly lower the number of support staff members.  The representatives you do have on hand can use their time more efficiently and make sure your customers get the best service possible.

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]]> http://webhostinggeeks.com/blog/2009/04/10/improving-customer-relations-with-live-chat-support/feed/ 1 How Does Cheap Web Hosting Stack Up? A Closer Look at Your Optionshttp://webhostinggeeks.com/blog/2009/01/06/what%e2%80%99s-the-deal-with-cheap-web-hosting/ http://webhostinggeeks.com/blog/2009/01/06/what%e2%80%99s-the-deal-with-cheap-web-hosting/#comments Tue, 06 Jan 2009 18:29:36 +0000 Art http://webhostinggeeks.com/blog/?p=137 Ever wonder why cheap web hosting is so popular these days?  Well for starters, it provides individuals and small businesses with a means for creating a presence online.  It makes sense – but why go cheap when you can pay for something that is more reliable?  Besides, “cheap” doesn’t have the most appealing ring to it.  Moreover, if saving money is the issue, why not cut your costs entirely by signing up with a free web host?  If you are still struggling with the concept of cheap web hosting, this article will explain why it makes a viable option between free and costly alternatives.

Free Equals Limited

Most free web hosting providers leave you very limited and are not recommended for business purposes.  For example, most of them will litter your web pages with banner and pop-up advertisements in exchange for their free service.  This can be a huge distraction to the people who come visit your website.  Many of them also limit you in terms of ownership.  Sure, they may provide you with a domain, but it is generally attached to their website, leaving you with a name that is both hard to remember and unprofessional.  Last but not least, free web hosts typically provide you with minimal bandwidth and disk storage.  Once you start to generate traffic and popularity for your site, you will eventually exceed the allotted resources and have no choice but to upgrade to a premium package.

More Freedom at a Great Price

The limitations of free web hosting is what leads most individuals and businesses to more flexible yet affordable solutions.  Cheap hosting delivers the features and flexibility you need at a price that is easily within reach.  With so many providers offering service, several companies price their plans considerably low to keep pace in the highly competitive web hosting industry.  Play your cards right and you can find a host offering service for under $10 a month.  It isn’t hard to get yourself a package with a generous supply of disk space, bandwidth and features.  Today’s cheap web hosting services are geared for individuals and businesses, providing email accounts, e-commerce applications and everything needed to open an online storefront.  These plans are widely available so why pay extra for something that could end up setting you back?

Don’t Forget the Essentials

Cheap web hosting offers many benefits but it can also be a disaster if you overlook some of the critical aspects.  Even though you are paying less for service, your hosting account should still come with acceptable customer service and technical support.  Getting answers from the experts is important as your customers will surely be needing an explanation from you if something should go wrong.  Additionally, you should never  go for any cheap web hosting plan that advertises an uptime guarantee less than 99.9%.  Excessive downtime is something you can’t deal with as it is the best way to cripple your web presence.  When knowing what to look for, you can go in on a strict budget and come out with a great web hosting package.

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