Hostgator - Superb Customer Service

[dpconker]

I've been with Hostgator for a couple of years and, aside, from a couple of issues in that time (that were resolved quickly), the hosting facilities have been excellent.

What I especially appreciate though is the quality of the customer service. Whether it's the "Live Help", the ticket system, or the telephone support, everyone is always incredibly courteous, helpful and patient (very reassuring when I have, what are probably, silly questions).

I'm posting now because my recent experience with Hostgator massively exceeded my - already high - expectations.

I needed to upgrade from a semi to a dedicated server in preparation for a new website launch and I'd left it too late. After ringing the telephone support on Saturday and then following up on Sunday, I was advised that they would try and rush it through in less than the usual 48 hours.

I came into work the next morning and the WHOLE job had been done while I was asleep. The upgrade, the transfer of the website (MYSQL included) and all the extras I needed. Perfect!

I don't know many companies that would rush through a job on a SUNDAY, but that's exactly what happened.

I've always recommended Hostgator in the past - mainly because of the superior customer service - but this was just an awesome experience.

Thank you!

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If I can make one suggestion, it would be to properly explain to new customers which are the right support facilities to use in the right circumstances.

In my experience:

1) A quick question = Knowledgebase
2) Can't find the answer = Live Chat
3) Complex question or technical issue = Ticket System / Email
4) Urgent problem = Telephone Support

It sounds obvious, but I experience frustration in the early days because I was waiting for responses from the ticket system on something urgent, or I was trying to resolve something tricky through Live Chat.

Once I figured out the above, my experience with Hostgator has been flawless.

[GatorFord]

Thanks for the great review. Pretty much with any company and customer relationship there is a learning curve in terms of how the customer can most efficiently interact with us, and vice versa. We're constantly looking for new talent and strengthening our support ranks from within. Thanks again and Happy New Year!