When planning and setting up your support channels, it is imperative to understand exactly what your customers want and need. Every eCommerce industry is different and expects and needs slightly different services. Below we look at some ways on how to best service your web hosting customers.
Have a Clear and Easy-to-understand User Interface
You could have the most reliable, secure and feature-packed system on the market, but no one will use it if your UI (User Interface) and UX (User Experience) design is poor.
Your system should be built around making your customers’ work and life as easy and streamlined as possible. In theory, if your UI and UX are fully optimised for web hosting clients, you shouldn’t ever have to field support questions on which menu recurring payments or reporting tools can be found under. It should be the natural first place customers will look.
For an example of good UI and UX, see Apple’s iOS design. No menu or setting is more than four clicks from any screen, and all menus and settings are in the obvious first place to look.
Build Strong Partnerships and Add-Ons
You have spent a lot of time and resources building the best customer relationship management (CRM) software for your customers, but have you built the best online chat system? What about the best payment gateway?
Unless you’re the size of Google, chances are you don’t have the developers or resources to build and maintain processes like these. That’s why it is important to be able to build strong partnerships with third-party companies and have an active and constantly growing marketplace for your web hosting customers. That way, they’ll be able to access these essential add-ons or plugins for their business.
Do you have an official App or mobile responsive webpage? If your answer is no, then you are turning your back on a large percentage of the web hosting market and this percentage is growing every year.
The web hosting industry is full of creative developers making their system work on all platforms, and you need to do the same for them.
By having an app or mobile responsive page you also allow your web hosting customers to access their reporting and allow them to connect to their CMS at all times no matter where they are.
A distressing part of business is late or non-paying customers. Even worse is wasting time and resources to manually check every payment and manually close repeat offenders.
Building automation systems to handle payment collection and automatically closing non-paying accounts is a must-have for most industries but essential for web hosting, where 95+ per cent of payments stem from recurring subscriptions.
A Final Thought
The web hosting management industry is highly competitive, but if you follow the above points and continually strive to improve your platform and service, you can increase your revenue and market share in no time.