How to reduce web hosting cancellation?

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InMotionhosting.com

Introduction:

I think the customer cancellation is the biggest trouble to all of the web hosting owners, how to reduce the customer cancellation has become their most concerned thing on their business. I’m not a web hosting owner, but I’ve been worked for one famous web hosting company 2 years ago and here I’d like to share my experience with how to reduce the customer cancellation.

Most of the customers don’t care about how much of the disk space you provide, how much bandwidth you provide within one month, since most of the web hosts can provide the same features on their web hosting service. In order to reduce the customer cancellation, the first thing we must find out what’s the real need of the customers.

Do you know what’s the real need of the customers?

Okay, I’ve been a live chat operator in one web hosting 2 years ago and I’ve dealt with lots of complaints from customers and now my role is already changed, I’m also a user of web hosting. According to my previous working experience, there are several biggest complaints from the users.

  • No.1 complaints – The web hosting is too slowly or not reliable.
  • No.2 complaints – Customer support response is too slowly or unprofessional.
  • No.3 complaints – Hidden charges.
  • No.4 complaints – Web hosting features are not same as listed.
  • No.5 complaints – It has cancellation fee or cannot cancel after guarantee time.

Okay, I think those’re the most commonly reasons for the customers to cancel their accounts. In order to reduce the customer cancellation, then the web hosting owners should care about how to resolve these issues. Web hosting reliability is the first thing of customers concerning about, no one would like to how their websites on an unreliable or slowly server. If you’re a web hosting owner and would like to run a good business, the first thing you should provide the highest web hosting service to the customers.

And now most of the web hosting companies can provide mostly the same web hosting service, such as same web hosting features, same website loading speed, even someone announced their web servers are green web hosting which doesn’t damage the environment. Okay, now there are thousands of web hosting companies in the industry and only providing the reliable web hosting servers are further not enough, another key important thing is you have to provide the best customer support service. How to provide the better customer support than the others? Now, most of the web hosting companies can provide live chat, phone and ticket support.. And most of the customers would like to talk with the support directly on the live chat, I’ve contacted with many different live chat operators of different web hosting companies and I found no one of them could make me satisfied. Why? I’ve been worked in Webhost4life and now I’ve left that company. Webhost4life was a very good web hosting company before sold out, everything changed since their owner changed, now you could find there are so many complaints about Webhost4life on the internet, that’s because the new owner EIG is sucks and they just want to earn cash from customers pocket. When I was still working at Webhost4life, the average live chat response time is within 3 seconds, whenever you contact with live chat support, you could receive the first class service. I think that’s very hard to find another company whose average live chat response time can be within 3 seconds. Only fast response is not enough, the answer must be professional to be suit for the customers need, such as when the customer encountered a big trouble on the website script of his website was hacked, what should you do? You must help the customer resolve the trouble issue and restore their websites as soon as possible.. If it’s a real terrible issue, customers don’t care about how much fee might generate, they just want to resolve their issues as soon as possible. So if you’d like to reduce the customer cancellation, the other most important thing is to train a good and professional support team. An efficient customer support team can be the best weapon for you to beat the other competitors.

You may find why there are so many companies can provide much higher payments to their affiliates than their web hosting prices, because it has many hidden charges after you opening new accounts with them. If you’re not sure the back hand of web hosts, you’re possibly to be over charged. In order to reduce the customer cancellation, the hidden charges must be reduced and the charges must be cleared as more as possible to the clients.

You can find almost all of the hosting companies announced to provide unlimited disk space & bandwidth to the customers, absolutely mis-guiding information. Since so many the web hosts provide the unlimited features, this is a very common cheating in the industry. Of course, most of the customers don’t need too much disk space or bandwidth, so this is a cancellation reason to those who need large disk space and bandwidth clients but don’t want to spend more money.

Cancellation fee is definitely the worst thing to the customers. Why? you can find some of the web hosts don’t provide the website backups if you don’t pay the cancellation fee, so if you’re planning to move to another web hosting, please do the website backups first and then you can contact with the companies to cancel your web hosting account. If you didn’t make your own backups, it could incur lots of trouble later.

Conclusion:

If you’re read this article completely, I think you should be familiar with why customers could leave your service to another web hosting company. If you’d like to become a top web hosting company, you must be able to provide the reliable web hosting, best customer support and charges must be clear.. Of course, only doing these things are still not enough, you may feel why HostGator can grow so fast in the past years, since they’re having a very good affiliate program and there are so many websites promoting their service on the internet.

If you’re looking for a best web hosting, please check with my TOP 10 Web Hosting!
Good Luck!

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