Chris WrightSelling web hosting is a huge opportunity for businesses, agencies and freelancers, with the market expected to grow to a volume of $356bn by 2029.
This also makes it highly competitive!
Whenever there is any research conducted into what web hosting customers want from their web host, the results are typically the same:
- Customer support
- Speed
- Price
- Reliability
- Security
- Scalability
Web hosts are in an arms race to provide customers with the fastest platform, the easiest to use control panel, amazing customer support…
At 20i, our Reseller Hosting covers speed, reliability, security and scalability thanks to our autoscaling cloud hosting platform.
A key area where you can bring value as a hosting reseller is excellent customer support.
In the highly competitive world of web hosting, providing exceptional customer support is not just an option – it’s a necessity.
With countless companies offering similar services (typically cPanel-based web hosts restricted to single server platforms and not in control of the dev cycle), the quality of customer support can be the differentiating factor that sets a company apart from its competitors.
We’ll explore why exceptional customer support is vital for success in the web hosting industry.
First Impressions Are Important
For many customers, their first interaction with a web host is through its customer support.
Whether they have a question before signing up or need help during the onboarding process, the quality of support they receive can significantly influence their decision.
A prompt, knowledgeable, and friendly response creates a positive first impression and sets the tone for the entire customer experience. In contrast, poor support can drive potential customers away before they even get started.
Support is a Lifeline
Web hosting is inherently technical, and not all customers are tech-savvy. When things go wrong – whether it’s a website going down, issues with email, or problems with domain management – customers rely on their provider’s support team to resolve these issues quickly and efficiently.
Customers need to know they can count on your company to be there when they need help the most.
Handling a Crisis and Downtime
No host is immune to occasional outages or technical issues. When these problems occur, how a company handles them can make or break its reputation.
Effective communication, transparency, and a proactive approach to resolving issues is important.
Customers are more likely to be understanding and patient if they feel informed and confident that the company is doing everything possible to resolve the issue.
On the contrary, if communication is poor, customers may feel like they are being left in the dark – causing unnecessary distress.
In many cases, the businesses and individuals that have purchased hosting through you rely on your services for their livelihood. It’s important to ensure that any critical information is effectively communicated to your clients – just as you would expect from your own hosting provider.
Word of Mouth and Reputation Management
Word of mouth travels fast. Customers who have positive experiences with a company’s support team are likely to share their experiences with others, both online and offline.
Asking customers for reviews online using review sites after a positive experience can be a great way to showcase the excellent service that you provide.
This word-of-mouth marketing can be incredibly powerful in attracting new customers.
On the flip side, poor support can lead to negative reviews and damage a company’s reputation.
Maintaining a strong focus on customer support helps ensure that your company is talked about in a positive light – it’s that focus that has earned 20i thousands of 5-star reviews:
Standing out in a Saturated Market
At 20i, our brand mission is to develop easy to use, intuitive and high-performance products that our customers love to use, backed up by an expert support team.
The web hosting industry is saturated with providers, many of whom offer similar packages and pricing. To stand out, companies need to differentiate themselves in other ways.
When customers know they can rely on a company for excellent support, they are more likely to choose that company over others, even if the price or features are comparable.
Investing in the Future
Investing in customer support is an investment in the future of your company. As technology evolves and customer expectations change, companies that prioritize customer support will be better equipped to adapt and thrive.
Continuous training, feedback loops, and a commitment to improving support processes will ensure that your company stays ahead of the curve and continues to meet customer needs.
Methods of Providing Excellent Support
To effectively communicate with customers, you need a robust communication system. There are many solutions available, however – many are pricy. 20i’s StackCP Ticket System comes as standard with Reseller Hosting at no extra cost.
The StackCP Ticket System works in a similar way to 20i support team’s own customer support channel – and is packed full of useful features, and it’s totally white-labelled.
See more about StackCP Ticket System
Personal, one-to-one support is paramount – however, providing excellent support is also about being proactive. A support database containing common issues and FAQs is a great way of providing your customers with easy access to quick-win solutions.
At 20i, we have over 1,500 articles available on our support database – and hundreds of these are also available for our Resellers to pass on to directly to their own clients, entirely white-labelled.
See more about the White-Label Support Database
When it comes to providing customer support to your own customers, 20i always has your back. Rest easy in the knowledge that help is always on hand should you need to seek further clarification about an issue that one of your customers bring to your attention.
Our expert team are available via Live Chat and Support Ticket, 24 hours a day, 7 days a week.
Final thoughts
In the hosting industry, good customer support is more than just a service – view it as a strategic asset.
It builds trust, fosters loyalty, and can be the deciding factor for customers choosing between providers.
By prioritising customer support, hosts can differentiate themselves in a crowded market, enhance their reputation, and ultimately, drive long-term success.
Investing in excellent customer support isn’t just about handling problems – it’s about creating positive experiences that keep customers coming back, and in a world where customer expectations are higher than ever, the investment shouldn’t be overlooked.
➡️ Read our guide on Why a CDN matters when your customers are choosing a web host.
Matthew Telfer
Richard Chambers
Arron Cruse
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