Last month I went undercover and did a survey of 28 different hosting companies and their live chat support.
For this experiment, I visited websites of those companies and asked for live chat support and recorded my experience in a spreadsheet.
Quantitative elements I tracked include:
- Number of attempts to connect
- Average wait time
- Whether he was satisfied with the experience
- Additional notes and remarks
For hosting support – I prefer live chats over phone calls because:
- It’s easier to communicate using live chat system compare to phone calls as we (usually) speak in different accents
- It’s a lot more to discuss technical issues using charts, images, screen casts, and words.
Here are the results I got with some of the hosting companies. For full details, please check out the original post at WHSR.
|Web Host||Attempts||Avg. Wait Time||Satisfied?||Remarks|
|AltusHost||2||13 sec||Yes||Very quick response, my questions were answered professionally. Very good experience overall.|
|BlueHost||1||2 min 2 sec||Yes||Reasonable response time, questions answered professionally. Good experience overall.|
|Crucial Paradigm||1||–||–||Live chat support not provided.|
|HostGator||4||4 min||Yes||Response time was much quicker when I signed into my HostGator account. Very good experience overall.|
|InMotion Hosting||6||40 sec||Very||Very quick response. We were having some technical issues with our private SSL certificate last month (June 2017) and I spoke to InMotion Hosting support multiple times. The support staffs were always ready to help and very efficient. Excellent experience overall.|
|Interserver||1||13 sec||Yes||Very quick response, my questions were answered professionally. Very good experience overall.|
|iPage||1||1 min 10 sec||Yes||Very quick response, my questions were answered professionally. Very good experience overall.|
|One.com||1||5 min 40 sec||Yes||Took a while to get a response, but their support staff was very friendly and helpful. Good experience overall.|
|SiteGround||1||30 sec||Very||Very quick response, my questions were answered professionally. Awesome chat support system (see screenshots below) and very helpful support staff. Excellent experience overall.|
Do you understand how unlimited hosting works?
Is unlimited hosting plan a good pick?
What can go wrong with an unlimited hosting service?
If you have been thinking about starting a website or switching web host – NOW is the time.
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It is the (not one-of) biggest list you can ever get for web hosting industry. The list is so big that I have to remove all the hosting company logos to save page load time.
It’s just crazy to miss this.
60 different hosting brands were mentioned in our recent hosting surveys withas the most mentioned name (30). and were the two with highest overall ratings.
Admittedly the survey sample size is tiny and heavily biased (90% of the participants are WHSR visitors, which 60% male from India and United States).
Survey closing on June 15th, 2016.
WHSR Web Hosting Survey 2016 (and Win $100 Cash!)
Bloggers, win $100 cold hard cash by answering these 4 simple questions! Survey date from May 2016 – 23:59, 15 June, 2016 (GMT +8:00). Just take part in
What's your thought in this? Should we expose everyone's WhoIs data online?
Background news: ICANN wants total control over everyone's DNS online – http://www.theregister.co.uk/2015/04/28/internet_bylaws_dot_africa/
And these guys are more than just good in PR. They delivered!
The good – What I like about WP Engine (back in 2012)
I switched to WP Engine in early 2012. The migration process was 100% taken care by the helpful support team, site load time improved >100% instantly (see attached image), and I do not have to worry about site downtime or being hacked.
The bad – $29/mo and no email hosting
– $29/mo for hosting a single blog less than 25,000 visits is not cheap.
– No email hosting.
The ugly – something's not right!
But like many other great companies, I believe WP Engine had hard times handling their exponential growth in business. Customer experience dropped drastically, slow site load time, and a few of us caught WP Engine practicing some naughty SEO tricks on customers' sites.
Fixing the damage
In regards of the negative feedbacks, Jason Cohen, co-founder of WP Engine, wrote the following in May 21, 2014:
To anyone that has had a support issue in the past, or is having one now, I would like to say I’m sorry for your experience. But as you can see, we’ve been busy. We will continue to improve, and are seeing our current efforts working on many fronts. We do this because we love every customer here at WP Engine and your success is incredibly important to us.
The last thing we can be right now is complacent. We are guided by staying humble, staying honest, and working hard. If things are pointing in the right direction, that’s great. The moment we stop being hungry, stop reading those UNSAT’s, stop striving to become better, that will be the beginning of the end.
Is WP Engine a go?
So should you host your WP sites at WP Engine? Well I cannot be 100% sure about this.
The choice is yours.
Personally I would love to give great company like them a second chance. After all what these guys did initially were revolutionary and superb. Good thing is that WP Engine does not lock in their customers (you can pay month-by-month) and offers a 60-day risk free trial period (simple cancel your subscription and get a full refund).
Resources – Learn more
Positive reviews on WP Engine – from
Critics on WP Engine – from
Official response to negative feedbacks from
How to deal with web host that does not host your email –