Where do I get help ?
Working for the web hosting industry sometimes means you have to set the standards. From customer service, training, tutorials, billing practices, server uptime, security and more it can be a handful. When choosing a hosting company you want to know that your website is in the right hands. You want to know that there are people as passionate about your business as you are about your site.
When checking out a hosting company you should see what self help resources they have available. Video tutorials, faqs and common information is a great start. It is important that the information is maintained, updated and corrected as needed. A forum is a good solution for customers to help each other. Live chat has proved to be very successful for customers when implemented correctly. You should be able to get to these solutions through one central point.
I have helped update faqs and create midphasehelp.com as a solution to some of these issues. Customers should have one page they can bookmark that gives them access to almost anything they need when they are in trouble. I have used articlekb to create an intuitive site where customers and tech support can find answers and resources to help them with common issues. I have helped add almost 1000 articles and it grows as we get questions from staff and customers.
We have a link to our status blog that shows current server issues and resolutions. We have all the different ways to get help. Ask a question in our help center, use our 24/7 live chat system, submit a ticket, visit our user community at midphasetalk.com. Its all easily accessible without being overwhelming to the customer.
When looking at what other hosting companies were doing and how we could set ourselves apart I realized that their resources were located all over their websites, hidden on other pages, in drop menus and some didn’t even have an easy way to get to the information unless you had a direct link.
My challenge was to act as a customer and use that perspective to design a page that had simplicity and all the resources at hand. It has been a great success for us as more customers are using it everyday. I personally answer any question submitted within 24 hours even on the weekends. Our technical support uses this site as a bible to help their customers. We have a search feature and an article number box. While you are on the phone with a tech they can give you the article number and you can both be on the same page. When it comes to step by step procedures such as site setup, dns changes and redirects this helps the customers get the information they need quickly and helps them get back to their passion which is designing and running their web sites.
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By: solarbluseth
web hosting guru
