We all know there are a number of considerations to think about when picking a web hosting company. Things such as whether or not it can handle your web traffic, the tools and features given to you, whether it features unlimited web hosting, offers website templates, the uptime, and the pricing all factor into the best web hosting option. But what about customer support ?

Customer support isn’t something companies typically think of as they shop around for the best web host. The focus is on the above mentioned items, and companies don’t even think about what they will do if they encounter issues and problems. So, just how important should customer support be? How should it factor into your decision? Let’s take a closer look.

Online Tutorials May Not Cut It

If you’re like the majority of people, you tend to rely on online tutorials to help you navigate through issues. Maybe you do a little online research, and then follow a step-by-step tutorial to help you figure out the problem. While this can work for many issues in life, dealing with web host problems isn’t so cut and dry.

There’s also the fact that by choosing to use a web host they should be the one dealing with the problems, and they should know the answers, not you. When your website starts to act up, your first response shouldn’t be how will you fix it, rather it should be how the web hosting provider plans on addressing the problem.

Not All Support is Equal

Now, chances are your web host offers customer service, because frankly this is something they all claim to offer. Here’s the thing though, not all the support is equal. Just because they say they offer support, doesn’t mean it’s going to be the type you need.

Is there customer support available 24/7? What is their response time? How quickly will they address your issue? What happens if the issue continues even after they say they have addressed it? What is their uptime guarantee and how do they stand by it? You need to know that customer service is just as important to the web hosting company as it is to you.

Every moment your website is down, you are losing visitors, and you are also losing out on hundreds if not thousands of dollars of potential sales and business.

What is the Cost of the Support?

The final question you’ll want to ask is about pricing for customer support. This may be a bit of a wake-up call for some business owners who just assume customer support is free. Some packages provide unlimited free support, whereas others charge extra for it or offer a limited amount free. In most cases, it’s best to opt for the unlimited free support so you don’t have to worry when problems do occur.

Make Sure You’ve Got the Support

When it comes down to how important customer support is, it should be rated high on the list if not right at the top. Without it, your website can suffer, which can result in a loss of revenue for your company.