BlueHost: Great Customer Service Starts on the Home Page

Mention customer service to almost anyone, and you’ll get a litany of complaints that include interminable wait times for phone support as well as incorrect or unsatisfactory responses to phone and e-mail queries. That’s why I’m singing the praises of BlueHost, the company I chose to host a new blog. (More on that to come.)

I considered a number of highly recommended hosting companies. But BlueHost’s website clinched the deal. It was well written, logically organized, and had a clean user-friendly design. What’s more, the website provided a wealth of help options:

• Customer support numbers featured on every page: “QUESTIONS? BlueHost specializes in customer satisfaction. Call us with your questions Toll Free 24/7."
• Live Chat button prominently displayed on the home page.
• Help Center that offered a wealth of support options: A searchable knowledge base, getting started wizard, video tutorials, user forums, and an e-mail option.
• Contact Us page with phone numbers for each department (Sales, Technical Support, Billing) as well as a mailing address.

The day I signed up, I called them five times. My first call was to Sales to clarify rates and the process of signing up. I also wanted to test out their customer support before signing on. (They passed the test.)

Four calls were to Technical Support after I signed up. Those calls dealt with installing blog software—WordPress and the Thesis theme. Each time my call was answered promptly, and knowledgeable technical support people quickly solved my problems. The person I talked with the fifth time was as pleasant and helpful as the person who fielded my first call, though I’m sure by that time I was flagged in their database as pain in the butt. 

A few days later, I tried out BlueHost’s e-mail support. My question about moving an existing blog to BlueHost was answered within a few hours. It was well-written and provided links to “how-to's.”  A follow-up question was answered within an hour. 

I know the dangers of falling in love at first sight.  But based on the first date, BlueHost looks like the model for great customer service. I’m optimistic about a meaningful long-term relationship.  

(Note: I am not a BlueHost affiliate. My only relationship with the company is as a satisfied customer.)

--Marilynne Rudick

Comments

[EInspirations]

I have been a BlueHost customer for about 5 or 6 years with the company hosting my website and blog. In the beginning the company was small. It did not offer as many venues to reach customer support; it had limited hours for phone technical support. However, even back then the customer service was great. The people were knowledgeable, and I was pleased. I have seen the company grow through the years, and I have been a proud supporter.

[Marilynne Rudick]

I am glad to hear from a long-time, satisfied BlueHost customer who confirms my positive first impressions. It is good to know that as the company grew, it was still able to maintain--even improve--its customer service. I'm hoping to become a long-time satisfied customer, too.

[Account Deleted]

Customer service has always been the best form of marketing. You make those human beings or customers happy and they do on to promote your business through the best form of advertising possible "word of mouth". Like what you did as a satisfied customer..:)thanks for the post.http://bit.ly/9GxmMS | http://bit.ly/dlR7UG