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  • Customer Service, part I

    Tuesday, October 2, 2012 by
    What unquestionably sets HostGator apart from other web hosts is, and will always be, our Customer Service. Customer Service is a dynamic term, and arguably a dying art form; I thought it might be interesting to discuss what it means in it's various forms.  Being a fundamentally abstract concept, it's defined and interpreted in multiple (and sometimes even conflicting) ways, even redefined at a moments notice. In other words, Customer Service can mean different things to different people... at different times.  What does Customer Service mean to you?
      I suppose the most well worn phrase pertaining to this topic would simply be: "The Customer Is Always Right." For this blog post, I'm going theorize that HostGator has the level of Customer Service that we do simply because the Customer isn't necessarily always right; that fact being key to what keeps us so closely engaged with our Customers.  If our Customers knew everything all of the time, then what use would they have for us?  In a way, our jobs depend on the Customer being wrong, at least some of the time.  Fortunately, we Gators are a helpful kind and truly enjoy working with you. I feel like I should quantify the statement "the Customer isn't necessarily always right" with at least one quick, specific example: WordPress plugins.  Plugins are fun and easy to install, but they come with a price.  It's not an uncommon occurrence for an overly-plugin'd WordPress install on our Shared environment to be consuming an inordinate amount of system resources, particularly when coupled with a large surge in traffic.  Many plugins are doing significantly more behind the scenes that one may realize, with regard to system resources.  This circumstance can, in extreme cases, even result in an account becoming automatically suspended on the server for exceeding the maximum allowed resources for the given cPanel, completely due to excessive plugins.  When this happens, the Customer can become understandably upset regarding the suspension, though once we explain the cause and assist with scaling back the installed plugins, then all is well.  It's more or less a case of us fundamentally correcting an improper course of action taken by our Customer.  While we're on this subject, remember: the less plugins, the better. I cannot stress enough the fact that we enjoy assisting our Customers.  The vast majority of our staff eagerly awaits troublesome issues, because those issues are an opportunity for us to learn, ourselves.  We don't always immediately know everything, all the time; no one does.  But our ingrained Customer Service values will result in us never letting you see us sweat, even if we're pouring through Google and querying any gurus throughout the office on a quest to answer your question, or fix your problem as quickly as humanly possible. We pride ourselves on this aspect of our business and it truly sets the tone for our daily operations.  For us, Customer Service isn't necessarily the Customer always being "right," but it is an ever-expanding process of serving our Customers in such a way as to always exceed their expectations, in every way possible. Our Customer Service Department sets the proverbial bar in this industry, constantly going above and beyond to better serve you.  When we next speak on this topic, I'll discuss some of the things those folks do and some more points on exactly how our entire company is built upon a foundation of Customer Service. In the meantime, we'd like to hear from you.  Leave us a comment letting us know what Customer Service means to you.
  • The customer is always right!

    Friday, October 22, 2010 by
    Here at HostGator, we are all about our clients. We continually strive to provide the very best support and newest hardware and technologies available, as well as provide informative and entertaining content  to our blog readers and forum members. With that being said, we would like your input. How are we doing? What would you like to see more of? What type of content are you most interested in seeing in our blog? As most of you may already know, our blog is filled with mostly entertaining and comical posts. We would like your input so that we may continue to evolve and gravitate even closer to our customers. Would you like to see more informative/technology related posts? Do you prefer the more tongue in cheek posts? Are you happy with how things are currently? We would like our customers to become more involved and active in our continued growth and evolution as a company, so here is your chance to speak out and voice your opinion on things. We welcome any and all input, and your opinions of our current social media content, as well as where you would like to see it in the future. So go ahead and leave us your opinions and suggestions, they just might be implemented! Ready, set, go!

    I want you!

  • HostGator, miles away from ordinary

    Monday, September 27, 2010 by
    A HostGator office is not exactly your run of the mill workplace. On any given day a normal HostGator employee usually encounters several things a normal office might consider 'out of the ordinary'. A prime example of such an instance are the elevators HG employees use on a daily basis. Both our Houston & Austin locations are very nice offices, however both locations feature elevators which we're fairly sure were originally assembled in Da Vinci's workshop out of spare legos a few million years ago. Usually when you step into the elevator in Houston you make it to work on time. Usually... Getting a new office branch up and running is a lot of hard work. So much work in fact that founder Brent Oxley & customer service guru Daniel Collette have decided to bunk down on site. Here's a quick tour of Daniel's original HostGator Austin digs: Upon watching this video, founder Brent Oxley and I became concerned. Daniel is actually a personal friend of ours (you might recognize him and his tattoo), so naturally we were worried about his general health & happiness. It didn't seem to us that Daniel was providing himself with an adequate den to thrive in. This was unacceptable.
  • HostGator Tech Support, always interesting!

    Wednesday, June 2, 2010 by
    Here at HostGator, we service an extremely diverse group of clientele and as such we get to interact with many different interesting people. These interactions encompass everything from angry clients seeking retribution to happy clients showering praises. Also included are some of the most absurd and downright strange communications imaginable. In this post I'd like to focus on those absurd communications I just mentioned. I mean after all, they definitely help keep the job interesting. Let's start with one of the linux administration teams all-time favorite tickets: (Ticket is read from bottom to top) The Dress shirts ticket, or should I say, dressshirts ticket, is one of the most (in)famous tickets here at HostGator. There has been much speculation as to the actual meaning of the cryptic message delivered to us on March 13th. Were we supposed to buy dress shirts? Is it some type of code we're supposed to crack? Does he have a problem with our thinkgeek gotroot t-shirts?  We can only speculate since the mysterious client never returned our follow-up question.