Support page idea

[vandora]

Lately, there seem to be a lot of problems with people using the chat for more involved issues then they usually handle and then being upset with the results.

Ben said in a reply under the customer experiences that we must understand that chat isn't something you go to with a complicated problem or question.

The problem is that there's no way to know that. The support page seems to say, "here are the multiple ways to get support," not, "use this for simple things, and this for more complicated issues," so the complaints are pretty justified since it's really not clear at all. In fact, all that's mentioned about the chats is, "You can talk with a live representative any time you please using one of the below instant messaging programs. Please be patient while waiting for a response. Even us Gators eat, sleep, and play." while there isn't any extra info at all under the email addresses.

Also, the email addresses are listed at the bottom. I must say that for a while, I assumed all support was equal, since nothing specified a difference. I even wondered if chats were a better option since it's the first thing listed on the page.

Hope I'm getting this out right. Just an idea to make it more clear on the support page that simple issues can be dealt with in chats, but anything more involved needs to have an email sent to support@hostgator.com.

Yeah, it looks like chat is for 1st Level support... they don't really sound like they know a lot of things I have asked... but hey... hosting is a pretty huge subject and will have a lot of specific things.

Also, the fact that chat is instant, makes it very hard to give an accurate answer - at least with email, a support person can research the subject more fully, rather than pulling an answer out of their heads without knowing specifics.

[vandora]

With the continued problems with chat support, I'd think Host Gator might like consider my idea.

[britbob]

I agree, first time I used support was this afternoon. I found the suggested contacts rather confusing. Should I email them (heck that might take ages) or use msn, aim etc, and hope to catch someone instantly.

Now after reading various threads on here, I find that the messenger/chat method comes second, and email should be the first choice?

The whole support page could do with some sorting out, or at least clarifying?

[roadrage]

Ill post this in a few min.

My yahoo ID is azroadrage

Im am going to start a yahoo chat room online and keep it open 24-7, I will call the group. crazygators

I worked for a company a few months ago and we had multiple rooms, It was nice because wheneveryou needed help someone always knew the answer.
Anyone interested in coming in just find room or IM me