Web hosting providers may offer the same products and services, but how does a company stand out from the crowd? Aside from the reasonable cost, great customer service is another factor that affects the selection process. There are customers who may be raving about the features of a web hosting service, but all of these can change because of a bad customer service. So how do you improve customer loyalty?
There can be questions that come out of the blue and the answers may not be found in the manual. When you are talking to a frustrated customer, making things up may seem like the only way out. However, this is not a good practice because you will be losing customers eventually. Do not be afraid to take some time to review the issue. Never make things up just so you can get rid of a customer. Once you have looked into the issue, you can follow in a proper timeline.
Customers appreciate web hosting companies that are quick to respond. Problems arise even in the middle of the night. This is why you should offer 24/7 support. It is also important to create a system where the customer does not have to press numbers. Their issues cannot wait as time is essential to them. Make them feel you value their time by answering the phone quickly. If you there is a need to gather information, the automated system should capture the details including the issue.
Aside from a phone call, there are customers who may ask about your product and service by sending an email. It is easy to overlook these emails when you do not have a lot of time on your hands. They can even go unnoticed for weeks, and by the time you answer the email, you have already lost a prospect or even an existing customer. Make sure you dedicate a time to answer emails. Set follow up times and make sure customers get the right answers.
How would you know you are offering a good customer experience? Aside from providing prompt support to your customer's needs, your website should also load quickly and the information should be easily accessible. Customers are depending on your hosting service in running their website. Make sure they do not frequently experience downtime as this is one of the reasons they may consider switching to another web host company.
Do not just focus on the features of your service because prospects are also looking for a web host provider that values them as customers. Retaining customers are as equally important as getting new customers.
We have thousands of customers from around Australia who trust us to host their websites everyday.
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Relentless Hosting has done a great job hosting my many client sites. They answer my support queries quickly and are very helpful. Highly Recommended
Excellent service from the team at all hours... Made our transition from other hosting site very quick, easy and ACCURATE, no transition issues at all.