The Things that Web Hosting Companies Should Do to Improve Customer Loyalty

September 30, 2019

A quick Google Search with the search terms, best web hosting companies, would yield you so many results that it can be quite overwhelming. According to Barry Schwartz, author of the famous book “The Paradox of Choice”, said that if we are confronted with a lot of different options, it would be harder for us to choose.
That being said, a lot of web hosting providers nowadays typically offer the same thing; with the only difference being the price.
A lot of would-be hosting company owners assume that everything is based on infrastructure, features, and the tangibles, but that really isn’t the case.
In fact, according to some customers who have been using only one web hosting service in the lifetime of their websites have said that they will stick to a company only if they provide impeccable customer service.
In today’s post, I will talk about the things that web hosting companies should do to improve customer loyalty.

They Are Diligent in Answering Phone Calls

A lot of hosting companies nowadays promise 24/7 customer service. But, if you really contact their hotline, you will only be greeted with a voice-generated response telling you to do a couple of things before you can speak to an actual agent. What’s worse is the queue as it can take quite a long time for you to get a hold of one of their representatives.
Look, people can experience a lot of problems on their websites and some of them can be fixed on the side of the hosting provider. That being said, it is crucial that you make sure that you actually provide amazing customer service. This means that you should not have your customer wait a long time for their problem to be solved and constantly improve your measures so that they won’t be calling you in the first place.

They Are Consistent

Consistency is always the key, especially when it comes to support emails. For instance, if one of your customers email you because they are experiencing a problem and they happen to be catered by an agent named ‘Mike’, they might follow it up with another email as the problem may not have been resolved.
The problem with some companies is that there is no consistency with regards to the agents providing solutions to the customers. For instance, an agent named ‘Omar’ might be the one answering the next set of emails as opposed to the original agent that was first to handle the case.
This can present a problem that the customer may have to repeat again and again just because there is no continuity. Make sure to talk to your customer support staff and create a system where continuity is followed.

Make It Easier to Understand for the Ordinary Person

Things can get technical, especially when it comes to web hosting. Your agent might speak of terms that the typical person might not know about. Train them so that they will be able to assist the client in a way that great communication is practiced at all times.