Many customers and prospective customers often ask us why SupportHost’s contact methods for technical support don’t include phone calls or live chat.
The answer is simple: to reduce waiting times and ensure the quality of support provided.
Let me explain why.
Why support is critical for a web hosting service
As we’ve emphasized numerous times, technical support is a crucial aspect of a hosting service. However, it’s often overlooked by those selecting a new service.
In reality, support plays a significant role in determining the overall quality of a hosting service.
This is for two main reasons:
- We typically contact support because we have a problem and need a solution.
- If the problem impacts the functionality of the website, we need a quick fix.
Notice that I mentioned a “quick fix” rather than just a “quick response.” That distinction is important.
Several key factors come into play here. On one side, there’s the time factor—how quickly we receive a response and how long it takes to resolve the issue.
On the other side, there’s the effectiveness factor. If I get a fast response that doesn’t actually help, it hasn’t saved me any time at all.
With the goal of providing quick and effective solutions, we’ve carefully considered which support channels are most suitable.
Support channels can generally be divided into two categories:
- Synchronous communication methods, such as phone calls or live chats, which occur in real time.
- Asynchronous communication methods, like emails or tickets, where communication happens with a delay between messages.
Let’s take a closer look at both.
Example of support via phone or live chat
At first glance, synchronous communication might seem faster.
When faced with an urgent problem, our first instinct might be to make a call.
Here’s a scenario many of us have experienced:
You call or start a chat session and wait for an operator to become available. During this time, you’re stuck by your phone or computer, afraid to step away in case you miss your turn and have to start over.
When you’re finally connected, you’re often bounced between multiple representatives, each requiring you to re-explain the issue until you reach the right person who (hopefully) provides a solution.
By the time everything is resolved, you’ve likely spent 20–30 minutes waiting and explaining.
Example of a support request via email or ticket
Asynchronous communication offers a significant advantage for those who want to save time.
You submit a ticket or write an email describing the issue. Once submitted, you’re free to continue with your other tasks without wasting time waiting.
If you receive a response within 30 minutes, you’ve effectively achieved the same resolution time as a phone call or chat—without being tied to your device.
Another major benefit of written communication is that they are logged.
This record ensures that support representatives have a complete history of the issue, so you don’t have to repeatedly explain the problem. It’s also helpful for you, as you can refer back to the conversation if needed.
The best solution: speed and effectiveness
Handling requests asynchronously through tickets enables our support team to respond faster and provide more effective solutions. Our ultimate goal isn’t simply to close tickets quickly—it’s to genuinely help every person who reaches out for assistance.
