6 Examples of Web Hosting Companies Offering Support on Twitter
Whenever your website has an issue, whether it’s loading slowly or not responding at all, you want support. And you want it immediately. Of course, there are times that you can’t stop what you’re doing to call the support number, sit on hold forever, and then go over the problem in-depth. Maybe you’re at work and the website in question is personal, at a conference with back-to-back sessions, or on vacation.
This is where Twitter comes in. In less than a minute, you can alert your hosting company to a problem with your website. It’s a great alternative for companies that do not have live chat or people who need support while on a mobile device that can’t call.
WebHosting Companies Supporting Customers on Twitter
Without further ado, let’s look at six examples of how top web hosting companies are handing support requests on Twitter along with a sample of what you can expect if you tweet them.
GoDaddy
I like to start with GoDaddy simply because I received excellent Twitter support from them in the past. They use their main account (@GoDaddy) for support inquiries. All it took was a quick, “Hey @GoDaddy my website (kikolani.com) is down.” And I received a response within an hour. They will even follow you so they can use direct private messaging to relay sensitive information.
Here’s a little sample of their interactions with customers.
You can see more of their interactions by looking at the @GoDaddy account. To see a particular support chat in detail, click the View Conversation link below the chat.
HostGator
HostGator has a separate Twitter account (@HGSupport) for support inquiries. You can start by either tweeting their main account (@HostGator) or their support account, and they will reply with the support account.
You can see more of their interactions by looking at the @HGSupport account. To see a particular support chat in detail, click the View Conversation link below the chat.
Bluehost
Bluehost uses a separate account (@bluehostsupport) for customer support. You can start by either tweeting their main account (@bluehost) or their support account, and they will reply with the support account.
You can see more of their interactions by looking at the @bluehostsupport account. To see a particular support chat in detail, click the View Conversation link below the chat.
Network Solutions
Some companies use Twitter support as a means of letting people know about other support options. While Network Solutions does offer some support on their Twitter account (@netsolcares), most of their replies include a link to their online support ticket system or phone number.
You can see more of their interactions by looking at the @netsolcares account. To see a particular support chat in detail, click the View Conversation link below the chat.
FatCow
Fatcow primarily offers support from their main account (@FatCow). While they do have a dedicated support handle on Twitter (@FatCowSupport), it doesn’t seem to be very active. Their main account is, however.
You can see more of their interactions by looking at the @fatcow account. To see a particular support chat in detail, click the View Conversation link below the chat.
Rackspace
Rackspace tries to head off support requests by adding alternative support information in their main Twitter bio (@Rackspace) pointing users to their support email or live chat. You can still see that they do offer response to inquiries as well.
You can see more of their interactions by looking at the @Rackspace account. To see a particular support chat in detail, click the View Conversation link below the chat.
Tips for Getting Web Hosting Support on Twitter
So how can you ensure you get the best Twitter support with your web hosting company? Here are some tips.
- If you’re shopping for a web hosting company, visit their Twitter accounts first to see if they are actively replying to support inquiries. When you visit their Twitter profile, make sure to show all tweets – some popular profiles default to no replies – so you can see whether they are responding to people. If you don’t see replies from their main Twitter account, look for a support account, often noted in the Twitter bio or on the background image of their Twitter page.
- Follow your web hosting company on Twitter – both their main account and support account (if applicable). Keep both usernames handy.
- When you tweet your web hosting company, be succinct and detailed about your problem. Include the domain(s) affected.
- Don’t share sensitive information (account logins, passwords, etc.) as your tweets are public.
- Be on the lookout for replies from your web hosting company and answer any questions they may have that will help them solve the problem.
Last, but not least, remember that not all inquiries can be handled on Twitter due to the 140-character limit. Consider this a starting point for support. Sometimes it can alert the support team to a problem they can fix on your own, saving you time spent holding on the phone or waiting for a live chat operator to become available. But be aware that other times, it could be just the start of the conversation.
How does your web hosting company do with support on Twitter? Please share your experiences in the comments!
