When you hear the words "customer service," what comes to mind? Most likely, frustration. Too often, paying customers run up against convoluted voicemail systems, long wait times, and, if they're patient and lucky enough, disinterested phone reps who may or may not care about the issue, may or may not be able to fix it, and may or may not speak their language.
That's not to say that there aren't good customer service reps. There most certainly are. Unfortunately, it's the negative experiences that tend to stick in our memories more than the smooth and positive ones. Good businesses are aware of that, and take steps to ensure that every interaction with a client goes as smoothly as possible.
Needless to say, that goes double for the business of web hosting, where time is measured in milliseconds, and every millisecond of down time is a potential drain on a client's income. A paying client deserves stability and security, but more than that, he or she deserves to know that, should any issues ever arise, customer service will be on the job at once.
How It's Done
To ensure that the dozens, hundreds, or thousands of active clients all receive the attention they deserve, a worthwhile provider uses both live, 24-hour technicians and a system of automated monitors. The automated system keeps constant watch, always on the lookout for anomalies of any kind; should one ever occur, the system notifies the live techs at once with a chain of alerts and notifications. With this system in place, a client rarely has to call in at all.
Treating the Client Right
On those occasions when a client does call in an issue, there are certain expectations of professional courtesy that every rep and technician should meet. A worthwhile web hosting provider treats each client with respect, not only as a paying customer and as an individual, but as someone who's entrusted a part of their livelihood, sometimes a critical part, to the provider's care. Whatever the issue might be, a web hosting provider's customer service and tech support departments have the professional and ethical obligation to guide the client toward a solution, and to do it in a friendly, approachable manner.
In a perfect world, we'd all associate customer service not with frustration and disappointment, but with hardworking, courteous professionals who'd help us out right when we need it most. For now, what we can do — right here in this business, where customer service is crucial — is work toward that ideal by setting an example every day.