bharatbhasha.com

Click here for Special Web hosting packages for visitors of this website only!

Free Articles  >>  Web Hosting >>  Page 30  >> 

1 Simple Step Towards Improved Customer Satisfaction for Web Hosts





1 Simple Step Towards Improved Customer Satisfaction for Web Hosts   by Toby Wolf


Most of your customers are not unreasonable sort of people. They understand that problems crop up and mistakes do happen. I don't know about you, but I know that I am a MUCH more reasonable customer when the company I am purchasing services or products from promptly communicates any problems that arise.

The web is all about communication, so you would assume that any company that makes web hosting its primary business should really understand this and put measures into place that allows for the most reliable and uninterrupted communication with their customers. We talked about this a bit in our last article and promised to give you some tips about methods we have implemented to increase our ability to communicate with our customers during emergencies.

Let's face it, there isn't a web host out there who hasn't experienced times where the server that their company web site is on has gone down. Sometimes only for a few minutes, but sometimes those minutes can turn into hours - or even days if a major piece of hardware has gone belly up on you. And in most cases, you don't dedicate an entire server to your domain - you have customers who also share that server. Customers who now are not only unable to gain access to THEIR domain, but can not reach yours either. They are effectively cut off from electronic communication with you. So what do they do? How can they find out what is going on with their web site, and more importantly, when it will be back online?

Some hosts, like <a href="http://www.alphaone-tech.com">AlphaOne Technology</a>, have emergency support available by telephone. In that case, (if they can remember the phone number since they can not access your website to find the number), they begin calling. And calling. And calling. Usually there are over 100-200 customers hosted on a single server. Do you or your staff really have the time to be fielding that many phone calls when you are in the middle of a crisis and need to devote your time to fixing the problem and getting the server operational? Probably not. Nor do your customers want to spend time on hold or dealing with busy signals. Every minute on hold, or every call that results in a busy signal, leaves a bad impression with that customer. They want to know WHY they are down and they want to know NOW.

If you are large enough to have multiple incoming lines & an automated voice mail system, a simple solution is to immediately record a server status alert, along with an honest assessment of what has happened and, if you know it, an estimated time that the server will be operational again. This will allow customers calling about their site being down to get the information they need without having to talk to a live technician. The customer is happy to be informed, (even if they are VERY unhappy about having their site down), and you have saved yourself time and money and can focus on the important problem at hand.

In your recorded status alert, let the customer know how often the status will be updated. We recommend that if a server is down longer than 90 minutes, updated information should be made available every 30-45 minutes.

If you are a smaller host with only one incoming line, you probably don't have enough customers that busy signals will become a major irritant, but keep the message very short and to the point.

By now many of you are saying "what about those of us who don't HAVE a tech support number to call?" Good question since a recent survey shows that over 75% of web hosting companies do NOT publish a tech support number. Fear not, there are a couple of other ways that we will discuss in upcoming articles. Our next article will talk about using Voice Over IP service and Instant Messaging.

This article may freely be reprinted on your web site or BLOG as long as all links and author information are not altered or disabled.


About Author Toby Wolf :

Toby Wolf was one of the online pioneers, beginning consulting in 1990 & has done work for companies like Dell, AOL, SBC & Amoco. Toby is the founder of AlphaOne Technology, & has designed, managed, or provided search engine optimization for over 200 web sites since 1997.E-Mail Toby


Article Source: http://www.bharatbhasha.com
Article Url: http://www.bharatbhasha.com/web-hosting.php/23397

LD
Other Articles by Toby Wolf

Cut Your Support Costs AND Increase Customer Satisfaction
by Toby WolfOne of the biggest frustrations for both newbie webmasters and web host tech support staff is the learning curve new webmasters go through. Many of them come to us wanting to create a website, but having no comprehension of how it all works. I can't tell you how many times we have users create a trouble ticket because they don't understand what FTP is, how it works, or why they need it. And that is just one example.We found that, even though we provide pretty comprehensive...

Turn Your Competitors into Sales Generating Partners
by Toby Wolf Why is it that we sometimes have the rugged individualist mentality when we are trying to run an online business? We tend to see others as competitors instead of possible potential allies. Of course we all have competition - if you are running a smaller web hosting company or just running a website that is targeting a specific 'market segment', but realistically we have more potential allies than we do competitors.I will use AlphaOne Technology Web Hosting & Design as an...

Reaching the Unchurched in Your Town
by Toby WolfWebs 4 Christ has been providing Church web hosting, Church web design and Church Internet Marketing Campaigns to Churches for over 4 years. During that time we have discovered some sure fire techniques for not only getting your Church excellent placement in search engine results pages for people who are actually 'church shopping' on the Internet, (SERPs), but in helping you reach the unchurched in your community. Those people who are not searching for a Church at the moment,...

SimpleMachines FINALLY a Community Software to Get Excited About
by Toby WolfIts been a long time since I have gotten excited about a new CMS or forum software to hit the scene. Granted, Mambo was enough to perk my ears up, but the jury is still out on that one.Last week I downloaded SimpleMachines and installed it for a test drive. Four hours later I had replaced 2 PhpBB Forums and 2 InvisionBoard ones with Simple Machines. Within 24 hours I had also set up 2 NEW SimpleMachines sites for a couple of my clients to test drive. Within 48 hours, one of my...

Publishers / Webmasters
Article ID: 23397
DELINK URL from Authors Bio
REMOVE Article
Tell A Friend
Leave A Comment!
Download this article in PDF
Report Article!
Search through all the articles:


90 Users Online!!
Related Articles:
Latest Articles:
 
Web Hosting >> Top 50 Articles on Web Hosting
Category - >
Advertising Advice Affiliate Programs Automobiles
Be Your Own Mentor Careers Communication Consumers
CopyWriting Crime Domain Names DoT com Entrepreneur Corner
Ebooks Ecommerce Education Email
Entertainment Environment Family Finance And Business
Food & Drink Gardening Health & Fitness Hobbies
Home Business Home Improvement Humour House Holds
Internet And Computers Kiddos and Teens Legal Matters Mail Order
Management Marketing Marriage MetaPhysical
Motivational MultiMedia Multi Level Marketing NewsLetters
Pets Psychology Religion Parenting
Politics Sales Science Search Engine Optimization
Site Promotion Sports Technology Travel
Web Development Web Hosting WeightLoss Women's Corner
Writing Miscellaneous Articles Real Estate Arts And Crafts
Aging


Disclaimer: The information presented and opinions expressed in the articles are those of the authors
and do not necessarily represent the views of bharatbhasha.com and/or its owners.


Copyright AwareINDIA. All rights reserved || Privacy Policy || Terms Of Use || Author Guidelines || Free Articles
FAQs Link To Us || Submit An Article || Free Downloads|| Contact Us || Site Map  || Advertise with Us ||
Click here for Special webhosting packages for visitors of this website only!
Vastu Shastra

Cheap Linux Server Hosting Provided By AwareIndia







Company IDS