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Despite the continual advancements in website publishing tools and platforms, there may come a time when we need to seek assistance from a professional, especially when dealing with the intricacies of hosting websites.
Technical assistance from the hosting company can be crucial in such situations, such as dealing with a website that is offline or not properly configured. It can make a significant impact and prevent potential nightmares.
Hosting companies provide technical support to assist users, although some issues may not be resolved by them. Stay tuned to learn about how hosting technical support operates and its benefits for your website.
How does hosting technical support function and what is it?
The hosting’s technical support team consists of IT professionals trained to handle various issues related to hosting websites, systems, and applications, ranging from basic setup tasks like domain pointing to advanced troubleshooting such as security vulnerabilities and performance problems.
The support team typically provides assistance upon request, remaining on standby for customers to reach out. They aim to address and resolve issues promptly, often finding that providing basic information can resolve customer concerns.
The support team size at a company can differ based on its size. Among all employees at a hosting company, the support team typically has the highest number of members. Larger hosting companies may have hundreds of employees dedicated to technical support.
The support team can generally be divided into two categories based on their level of knowledge and the service channel they use.
Levels of support
Issues in web hosting can differ in terms of complexity. Therefore, the support team needs to be equipped to handle a wide range of problems, from basic to highly intricate ones. This is accomplished by having team members with varying levels of expertise.
Most technical support issues can be resolved using simple instructions. What may seem unfamiliar to some customers can be exciting for support staff. This suggests that highly qualified professionals are not always needed to address common client queries.
Different levels of care are typically available within a support system, with initial services provided at the first level. The complexity of the issue may require escalation to higher levels staffed by more experienced professionals, similar to how hospital emergencies are triaged to direct cases to the appropriate specialists.
Channels of support
Technical support can be accessed through various service channels, allowing clients to select the most suitable method of assistance. If the issue falls outside the scope of the current channel, clients may be directed to another one for further assistance. For instance, if a phone call is made but advanced settings are needed to resolve the problem, the client may be advised to open a support ticket.
We will learn about the typical service channels that are commonly used, but it’s worth noting that not all companies utilize all of the channels mentioned.
Conversation
The chat service is highly popular among hosting company clients due to its features, allowing customers to communicate instantly with support technicians via a chat window, akin to Facebook Messenger or the old MSN.
Chat services enable users to interact in real time, share links, attachments like images, and receive code snippets and helpful guidelines from support operators, a feature not available during phone calls.
Ticket information
The ticket service operates on a messaging platform where customers can communicate with the support team by sending messages describing their issues and then waiting for a response. Unlike chat services, this communication is not in real time.
The most complicated calls are handled efficiently by the ticket service, where tickets are escalated internally based on the issue, saving clients from having to repeat or submit new requests.
Each message is typically forwarded to the customer’s email, eliminating the need to log in to the ticket platform to check for new interactions. Additionally, users can reply directly to the email to contribute to the ticket.
Phone
A phone call is a convenient option for individuals who prefer to verbally explain their questions or issues, rather than writing them down. Businesses offering this service provide a contact number for customers to seek assistance whenever necessary.
When dealing with intricate processes and settings, communicating via voice may not be the most effective method due to the challenges of conveying links and codes accurately. Nonetheless, it remains a convenient option for basic assistance.
Social media platforms and other communication avenues
Many companies have started using social media platforms for customer service in recent years. This trend is not limited to the hosting industry and often begins with customers reaching out through social networks. Companies are adjusting to this shift by being more active on these platforms.
Technical support and clarification of doubts can be sought on various social media platforms, including Facebook, Twitter, and WhatsApp, among others, where companies are active.
The Reclame Here website has become a significant alternative channel in customer service strategies for many companies, with major hosting companies now actively engaging with it to enhance customer satisfaction.
Social media platforms usually act as the first point of contact, directing customers to more suitable service channels after initial interactions.
Service hours schedule
Technical support service hours can differ among companies and across different channels. Some companies offer 24-hour chat support, while phone support may only be available during business hours on weekdays.
Some top hosting providers provide round-the-clock technical assistance through at least one communication channel because the internet operates continuously. Having access to support at any time is crucial for addressing website or email issues that may arise outside of standard business hours.
This type of support is commonly known as round-the-clock support, indicating that it is accessible to customers every day of the year.
Scope of Technical Support
Technical support can assist with hosting-related concerns, but requests for tasks like site creation are typically beyond their scope of support.
Let’s examine the possible requests for website hosting technical support.
What is typically encompassed within hosting technical support services?
The technical support provided by a hosting service is based on the idea that it can help with any problems related to the service being offered. This service involves hosting websites by providing a server on the internet for a specific period, known as availability or uptime.
The support can help customers with a variety of tasks, from simple tasks like domain pointing to installing any product or application offered by the company.
The support provided should help with the necessary adjustments to launch your website, but customization of the site itself is not included in the support.
What is typically excluded from hosting technical support services?
Any setup not linked to the hosting environment typically falls outside the realm of hosting technical assistance. This includes customization of websites and handling of installed applications, even those offered by the hosting provider, such as CMS platforms like WordPress and Magento.
Fortunately, there are many online tutorials available for creating websites, which offer options such as self-service or hiring third parties for customizations.
Some companies offer assistance that extends beyond standard hosting support, as we will explore further.
Differences in certain technical assistance
A hosting company wants your client to succeed in their digital project and be happy with the service. However, clients may face complex setup and customization processes that exceed their expertise, causing frustration and plan cancellations.
Some companies provide services beyond typical technical support without charging customers extra.
Support WordPress as well as other platforms
Certain website building platforms have grown significantly in popularity, leading to increased demand for associated services. For instance, WordPress, found on 28% of websites, has prompted some companies to expand their offerings from basic installation assistance to full WordPress site creation services.
The scenario mentioned encompasses not just WordPress but also other platforms like Magento for e-commerce and various CMS options. Before selecting a platform, it’s important to verify if the hosting company provides support for it.
Website migration at no cost
Free website migration is growing in popularity among hosting companies as a way to attract new customers who may struggle with the technical aspects of this process.
By choosing a website hosting service, you can transfer your existing website to the new hosting provider.
Website builder
A website builder is a service that enables users to create their own websites without needing technical expertise. It is offered as a subscription service with regular payments to keep the site live. Providers of this tool typically offer technical assistance for platform operation.
By using a website builder service, you’ll have access to a support team to assist you in customizing your site, a service typically not offered by traditional web hosting providers.
In summary
The technical assistance provided by a website hosting service can play a crucial role in launching your website project. Companies frequently exceed expectations by offering assistance with customization and setup of online projects.
Have you ever needed to contact your company’s technical support? Share your experience by commenting and joining the discussion!
Published on 03/10/2017 with an update on 20/04/2018.
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