Result: There is no standard SOP within live chat support admin

[ptrgan]

Hi,

It is with a heavy heart that I am penning this. This is a result of the accumulation of indifferent live chat support admin, and the lack of a standard SOP among all the live chat admin support in Hostgator.

I am not writing this due to one indifferent live chat support admin.
Neither am I writing this due to one isolated case.

I've been requesting chat support for quite a number of times, mainly due to corrupted PHP on my server, deletion of bzcompress from my reseller account, and most recently, error when my php script run the CURL function stating "cannot connect to host".

I've tried raising suggestion civicly and gently across more that I can remember, hoping situation will improve but to no avail. I have been getting so many different response and answers by many live chat support admin for the same questions posed, that I wonder if they're working for the same company? At this moment of time, courtesy and politeness is the only way to ensure customer's satisfaction. But alas, that is not to be, for not everyone within Hostgator understands that. And even if they do, not everyone is following so.

Will someone from the senior management please get back to me and I'll be glad to forward all the chat transcript ID and and logs and ticket raised so that corrective action and measures will be taken to ensure situation improves?

To be on a fair end, I have to say that it's not all chat admin that are indifferent. There have been occassions on more than once whereby live chat support were extremely helpful and courteous as well. Paul Cr, Larry Ri are just a few of the wonderful staff that I'm glad to have talked to. Thank you guys.

I will not reveal too much in a public forum and I hope to hear from the senior management soon. you may either email me or msg me.

Best regards,
Peter Gan

[GatorDHanna]

Peter,

Please forward me all of those ticket and chat IDs and I will investigate each one and try to see what went wrong. I'll also work with some of our senior administrators here to see if there are any common trends we can address.

I will also pass on your kind words to Paul and Larry.

Thanks for your honest feedback. I'm looking forward to hearing from you soon and looking into those chats and tickets.

[GatorJoshL]

Peter,

I have responded to your ticket. It is currently assigned to me so that I can assist you one on one in getting any issues that you have outstanding corrected. I will be leaving in 2 hours and will pass it on to another upper tier administrator when I leave. If you do not get back to me before I am gone another admin can assist you with any outstanding issues with your account here at HostGator.

Thank you.

[ptrgan]

Hi Douglas, Joshua,

Thanks for assisting. As requested, I'm not advising you of previous request and ticket raised.

First, a few good live chat support I've spoke to are;

Nicole Z Chat ID: 144307
Michael G Chat ID: 142425
Larry Ri Chat ID: 211757
Colby Se Chat ID: 254850

The not so good ones
Dave Li Chat ID: 244199 (Rude)

This one is just plain argumentative and rude
Chris Ro Chat ID: 257236

[ptrgan]

Hi,

As follows, a few sets of same question posed by varying answers given by your end;

Question: Fantastico query-unable to view joomla installation
Mycah Tu 191245 - Unhelpful, indifferent
Shaun St 191257 - Good, very helpful and courteous and managed to resolve the issue

[ptrgan]

Question regarding Bzcompress module

Norris Co 209194 - Unhelpful, indifferent, gives the impression that he just wanna close the request quick and gave wrong answer as well, in order to close my chat.
Larry Ri 209198 - Extremely helpful and takes initiative to raise request on my behalf in order to enable bzcompress for me and managed to resolve the issue

[ptrgan]

Question regarding query of ticket status and queue number
Sean Me chat ID: 322487. Extremely rude, stating that there is no such thing as queue number for my ticket and that I just have to wait for my turn.
Zach Ka chat ID: 269987. Helpful, and accurate with information given, especially the queue number for my ticket
Larry MC chat ID: 270178. Helpful, and accurate with information given, especially the queue number for my ticket

[ptrgan]

No problem with attitude of staffs but with operation. Below tickets and chat request refers to the deletion of my files after restoration process. I requested for restoration of my website and this is not my first time doing so. However, the most recent restore operation deleted away my files!
Zach Ka 269883
QKO-354739
IJJ-3542009
KEL-3532236
OAK-3427435
GCR-3516592
MIX-3516598

[ptrgan]

Most recent: CURL error running my php script after your end completed the restoration process on another customer's account on the same server.
Ray Te ChatID: 321413. Helpful
Douglas Be ChatID: 322393. Unhelpful
Laura Ca: ChatID: 322398. Unable to give accurate information as to where to login and submit ticket (even for a helpdesk support!)

[ptrgan]

Hi Joshua,

I'll update the details you required in the ticket I raised earlier shortly.

Thanks for assisting, greatly appreciated.

Best regards,
Peter Gan

[GatorDHanna]

Thanks Peter. I will check into these tickets and chats and let you know what I find out. If there is anything I can help you with in the mean time, please don't hesitate to let me know.

[ptrgan]

Hi Douglas,

Thanks for assisting. However, please take note that this is not a request for an apology nor to pinpoint anyone. I am requesting for corrective measure to be put in place, as any loyal, bill paying customers deserve good service and support.

I have been an Hostgator user on and off for years, and many of my friends have heard my recommendation of Hostgator and signed up as well. I can even name you a few of my friends who're holding accounts with Hostgator even.

However as time progress and Hostgator expands, the level of service dropped instead of increased. No QC / impromptu test on live chat admin seems to be implemented in place to check on the level of service provided, as evident in the many various ticket references and chat IDs. Varying degrees of answers were given on not just one, two nor three times but many times!

This is extremely unfair to those whom are committed to their job in giving their best in terms of service and support. You could be having the best and most committed staffs in your team but as long as a few are spoiling the broth, the effort will be wasted and lost in the way.

I speak from experience when I say the above, for I used to be working in tech support in the finance industry. I strongly urge you to take preventive and corrective measure to ensure that the above will not happen again. Hopefully by then, I'll be able to write you a compliment letter congratulating and complimenting you and your team by then. I don't expect things to happen overnight... Yes it'll take time but it has to be done.

Feel free to contact me if you need any further information / assistance and I'll be glad to do so.

Thank you for taking time to hear me out and address this issue.

Your sincerely,
Peter Gan

[GatorDHanna]

Hi Peter,

Thank you for your patience. I spent quite a bit of time tonight and looked into each of the chats and tickets you posted.

I will pass on your kind words to each of the representatives you said were able to help you successfully. For the employees you mentioned who did not do well, I've gone ahead and emailed their supervisors with the chat ID and my thoughts so they can review the chat themselves and they discuss it with the employee so he/she knows what to do in the future.

In terms of longer term corrective actions, we are improving our training process significantly. Working for a company like HostGator requires knowing a lot of information about a lot of different things, so the more we can teach and clarify in training (and afterward), the more consistent and helpful our employees' answers will be.

The chats you mentioned were definitely relevant to the points you're making and I promise you that we are taking your feedback extremely seriously.

We are well aware of some issues with inconsistent responses among different employees and we are definitely working to address this. It is a significant source of customer frustration and confusion and subsequently a top priority for us to address and resolve as much as possible.

Thank you again for posting your feedbacck and helping to make us aware of these issues. We're certainly taking your feedback seriously and changes are going to be made sooner rather than later.

[ptrgan]

Douglas,

I am having the same issue all over again today. Could you please take a look at DHJ-3816809 and assist ASAP?

Thanks
Peter Gan

[GatorDHanna]

Peter,

Certainly. I am going to escalate it for you now. You should be hearing from someone very soon. Thank you for your patience.