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Best practices to reduce customer complaints in shared hosting support

Tags: Customer CareShared hosting

Published on: November 2, 2018 by Ruben Roy

Best practices to reduce customer complaints in shared hosting support

Scenario:

Shared hosting service allows multiple websites to use a single server. There will be multiple customers in a shared environment. Each customer will usually have a limit on the total amount of server resources they can use.

One of the main reasons for choosing shared hosting is its low cost. Shared hosting is cheaper and most economical option for your needs. As the name indicates, the resources are shared and some limitations are there, so there will be a lot of complaints arising due to different issues. In this blog, I am trying to mention some of the common complaints of customers in shared hosting and how to overcome those issues.

1. The support is poor. No one is there to answer my query

This is the most common complaint that is raised by a customer. Since the environment and the resources are shared there are chances of raising higher complaints regarding the resources. The customers will have concerns regarding their business. If they need support at right time it is our responsibility as a support provider to provide needfull support to the customers.

When a customer needs a human assistance, there is simply no other substitute for it. Smart web hosts implement at least 24/7 help desk for their clients, while some give 24/7 phone and live chat support as well.

2. My site is slow in loading

The shared hosting resources are limited. New services keep getting enabled in the shared servers, and new customers keep getting added. This will affect the other customer’s website.

Shared hosting support team should provide 24/7 monitoring, and the team should immediately get an alert if the server load causes services to be sluggish. So they can follow established procedures to stabilize the server.

3. Restrictions !!!!!!!!!!!!!!!!

Unadvertised restrictions are restrictions placed on the account that customers are not made aware of when they first sign up to a hosting provider. Because shared hosting relies on many users sharing space on one web server, many providers place restrictions on the number of emails they can send out or the amount of information they can store on the server. However, some host providers may charge customers a penalty fee if they break these rules or even suspend their accounts. If users were unaware of the restrictions, this can come as quite a nasty shock.

4. Long-term binding with customers

Some web host providers will use offers that require customers to sign up to a long-term contract, in order to secure their long-term business. The downside is that they are then tied with them for a long time with no option to opt out for a better deal. Some providers will also have terms and conditions that mean late payments to their accounts that will result in all the web page content being deleted.

5. Issues with spamming

Spamming is a very serious issue that can end up with the loss of your business. The most common spamming issues are why my server IP is blacklisted? Why my emails are bouncing back to me?

Hope by taking care of the above-mentioned factors will help to reduce the customer complaints in a shared hosting.

Click here to get customer support services.

Category : Customer Care

Ruben Roy

Ruben Roy

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