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.|