I reached out to 28 hosting companies’ live chat support. Here’s what I found

Last month I went undercover and did a survey of 28 different hosting companies and their live chat support.

For this experiment, I visited websites of those companies and asked for live chat support and recorded my experience in a spreadsheet.

Quantitative elements I tracked include:

  • Number of attempts to connect
  • Average wait time
  • Whether he was satisfied with the experience
  • Additional notes and remarks

For hosting support – I prefer live chats over phone calls because:

  • It’s easier to communicate using live chat system compare to phone calls as we (usually) speak in different accents
  • It’s a lot more to discuss technical issues using charts, images, screen casts, and words.

Partial Results

Here are the results I got with some of the hosting companies. For full details, please check out the original post at WHSR.

Web Host Attempts Avg. Wait Time Satisfied? Remarks
AltusHost 2 13 sec Yes Very quick response, my questions were answered professionally. Very good experience overall.
BlueHost 1 2 min 2 sec Yes Reasonable response time, questions answered professionally. Good experience overall.
Crucial Paradigm 1 Live chat support not provided.
HostGator 4 4 min Yes Response time was much quicker when I  signed into my HostGator account. Very good experience overall.
InMotion Hosting 6 40 sec Very Very quick response. We were having some technical issues with our private SSL certificate last month (June 2017) and I spoke to InMotion Hosting support multiple times. The support staffs were always ready to help and very efficient. Excellent experience overall.
Interserver 1 13 sec Yes Very quick response, my questions were answered professionally. Very good experience overall.
iPage 1 1 min 10 sec Yes Very quick response, my questions were answered professionally. Very good experience overall.
One.com 1 5 min 40 sec Yes Took a while to get a response, but their support staff was very friendly and helpful. Good experience overall.
SiteGround 1 30 sec Very Very quick response, my questions were answered professionally. Awesome chat support system (see screenshots below) and very helpful support staff. Excellent experience overall.

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