Hosting Providers Getting Better at Addressing Customer Complaints


Recent studies suggest that customer satisfaction rates in the hosting industry are at an all-time high, thanks largely to technological advances that have led to enhanced communication and server management. Back in the early days of hosting, it was possible to deal with some pretty frustrating errors, downtime, and just poor customer service overall. Nowadays, experiences like those are few and far between, especially when you’re dealing with larger hosts. Statistically, the newer resellers tend to have the most issues, but even those smaller brands are stepping their game up, and most of them are backed by third-party data centers and support teams. So why and how has the industry been able to maintain such a steady pace of improvement in recent years? Well, here are at least three reasons for starters:

1. Better Employee Performance Through Input Gathering

Providing quality customer service starts with the employees who communicate with the customers when they need assistance or are upset about something.  One of the best ways to do this is to ensure your staff are fully trained and aware of what it is you expect of them.  However, if you have an unhappy workforce, this may show through to the customer.  If you want to find out what your staff members think, consider providing them with one of the Insightlink employee surveys.  These will provide you with valuable feedback that can help you to make amends in the way your business is run.  A happy workforce is a productive workforce, and when an employee is happy, they will be better equipped to deal with customer complaints.

2. New Professionals Entering, Veterans Gaining Experience

Due to an influx of IT professionals in the development and server administration fields (which are paying better salaries and bonuses than ever before), hosting companies also now have access to a larger pool of knowledgeable employees that can do the job better than the average customer service representative could ten years ago. It’s also important to take into consideration that some IT professional have been working on improving their skills all this time, so as we’re approaching 2020 we now have more tech veterans than ever before.

3. Moore’s Law

In a way, the employees that operate server hardware and software are advancing just as exponentially as the technology itself. We’re seeing a larger number of tech prodigies and young entrepreneurs spring up out of the inevitable progress that the industry maintains. Since hosting providers are some of the most important computing components on the web, it would make sense that they would develop service practices that match the advanced nature of the machinery they’re in charge of administering.

Survival of the Smartest

Finally, a bonus reason that is less tangible but makes just as much sense as the three above is that hosting employees who weren’t so great at their jobs have either been terminated due to poor performance or behavior, or branched off into something else because they weren’t enjoying a job they weren’t good at. Adversely, the talented IT pros stuck around for the long haul, thus leaving us with a more capable workforce than we had in the pioneer days of the web.

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