What makes a good web host? Factor #3: Customer supports

Customer service is a tricky thing to gauge.

Most web hosting companies will respond to inquiries about new packages.

On the surface, the customer service department can seem friendly and easy to deal with, but what happens after you sign up for a web hosting package with the company?

If your site does go down, you want the assurance of knowing the customer service department will respond quickly and solve any issues you might have.

Here are some tips for making sure the customer service is stellar.

  • Are there multiple ways to contact the company? Look for a company that offers a 1-800 number that is open 24 hours a day, 7 days a week. You should also be able to file a tech support ticket via e-mail, a support control panel or even via a live chat.
  • Ask what their average response time is for troubleshooting problems.
  • Contact other clients and ask them if they are happy with the company’s customer support.
  • Visit any online forums you can access through the hosting company’s website. Often, customers will lodge complaints on the discussion boards about issues like customer service or response times.


I visited 20+ hosting companies’ website, asked for support via their live chat system, and recorded time taken to reply my requests.

WHSR users love that case study.

You can check it out here.

Spoiler: SiteGround stood out as the winner in this experiment.