The Importance of Digital Customer Service In Web Hosting

Contacting a company about your web hosting service, especially when you have some challenges, is not always as easy as you think. You may be rushing to ask a question that you just learned about and do not want the deadline to pass by. You may be sitting through a call thinking everything is going smoothly. The customer service representative will ask for your credit card information and charge you without warning or polite promptings. 

Before we go any further, let’s go back to the basics and get to know what is what.

According to website.com, web hosting is a service that allows organizations and individuals to post a website or web page onto the Internet. A web host, or web hosting service provider, is a business that provides the technologies and services needed for the website or webpage to be viewed on the Internet. Websites are hosted or stored on special computers called servers. When Internet users want to view your website, they need to type your website address or domain into their browser. Their computer will then connect to your server and your webpages will be delivered to them through the browser.

What is digital customer service? According to ProProfs digital customer service is all about serving customers through digital channels. These include emails, chat, social media, self-help platforms, FAQs and the like. The reason behind the popularity of digital channels is the speed, accuracy, and relevance they deliver to customers. These three elements, therefore, form the soul of digital customer service.

Another reason digital customer service is so important is that customers can contact you at any time through email, Facebook, Twitter or phone.

The key to digital customer service is creating a full, 360-degree engagement strategy, delivering optimal customer support by enabling customers themselves to resolve issues. Implementing chatbots solve the problem of prolonged backlogs because chatbots are available 24 hours a day.

Data Results

Several data results have shown that an alarming percentage of web hosting businesses have noticed decreased customer retention. But, this can be changed with customer service. It’s no surprise that customer experience is the number one priority. Studies have shown that 86% of buyers are willing to pay more for a great customer experience.

Current stats suggest that consumers rely more and more on personalized service to find what they’re looking for when they go online; in 2012, nearly 63% of consumers opted for the web’s personalized customer experience. The next best means of creating a great customer experience is through digital platforms like chatbots. Chatbots are automated personalities that have been programmed to build rapport with customers. Chatbots are extremely cost-effective. Unlike human agents, chatbots will never get tired or bored, so your business can enjoy 24/7 customer service without worry.

Here are a couple of questions to ponder.

As a business owner, are you providing a consistent experience across all online and offline channels to rely on?

As a customer, are you getting a wholesome experience provided by your web hosting company?

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