When it comes to web hosting, Cloud hosting, colocation and dedicated server management, the optics of a providers’ support channel matters. In terms of Cloud hosting, many providers like Linode, RackSpace, VPS.net, Solar VPS etc. offer various forms of Cloud hosting support however the plans offered vary. Beyond price points and supported technical issues, the avenue upon which the aforementioned providers matter.
In this quick article, we are going to cover how the optics of Cloud hosting support – how a providers various support channels – play into the perception of that providers ability to provide stellar support to clients in need.
Email Support
It goes without saying but email support is the basic cable of Cloud hosting support channels. As most providers offer email support to handle ongoing server issues, this channel is looked at as mandatory for all providers. While email support can prove effective, it can also prove slow and tedious for both the annoyed client and the providers’ support staff. With most Cloud hosting email support claims being filed into various ticket systems, email support is akin to taking a number at the grocery and waiting your turn.
Bottom line: Email support for Cloud hosting is mandatory for any provider. Email support is mandatory yet basic.
Optic Perception: Good. You offer email support for my issues. You’re just like every other Cloud hosting company on the market.
Live Chat Support
You might have noticed when you visit the website of your favorite Cloud hosting provider on the bottom right hand corner is a little box which reads, “how can I help you today?” This chat bubble is your providers live chat support. Utilized by various providers around the industry, live chat support enables clients to reach Cloud sales and support staff in an instant messaging setting.
While live chat support is an excellent instant avenue to reach your Cloud provider of choice, the truth is the majority of live chat support is geared toward sales support as opposed to technical support. Due to this, live chat channels will provide tech support help up to a point. Once crossed, technical issues will be thrown to the support team and put into a ticket system.
Bottom line: Live chat support isn’t mandatory for Cloud hosting providers however it does show clients you are always available.
Optic Perception: Great. Clients can reach your sales and support staff 24/7/365. The instant communication makes clients feel they can always reach out. If you provide live chat support, you provide an additional layer of support which all providers do not. You’re ahead of the game.
Social Media Support
For most web hosting and Cloud server companies, maintaining a vibrant social media presence is a must. From producing content, to interacting with other brands and to running sales, Twitter, Pinterest, Linkedin and Facebook are just parts of doing business. However, when it comes to support, only a hand full of Cloud server hosting companies use Facebook and Twitter as an extension of their support team.
For those that do, clients have instant communication with company support team members, can appeal to the larger overall web hosting market with hashtags and can through targeted tweets shame a Cloud provider into taking action over an issue.
For all intents and purposes, social media Cloud hosting support allows clients, the larger market and providers to interact with one another on a quicker clip. While user issues might still be throw into a ticket support system, social media helps rise client issues to other members of a providers’ team.
Bottom line: Social media Cloud hosting support is newly mandatory for all web hosting companies. Use it or be left in the dust.
Optic Perception: Your brand is up to speed, cares about its clients and knows how to help when issues arise. Social support shows your brand cares.