Live Chat Numbers

Written by Jay Weissman

Friday, June 22nd, 2007

Well, it seems like Brent was pretty happy about the feedback on my previous entry Company Email, and as you can tell I still have my job! But not only was he happy about it, he asked me to leak more information!

As most of you are aware, we have our livechat staffed 24/7 for presales and basic support questions/issues. What most of you don’t know is just how many chats we get in a day! Here are some statistics, and some of our top chat techs. Give these guys a pat on the back, it can get rough out there on the front lines!

Big thanks to Angela R, our Day Shift Supervisor for compiling these stats.

June 1 to June 14, 2007

Total Number of Chats: 13,355
Total Surveys Returned: 4,170

Overall HostGator Experience
Excellent: 1,895
Very Good: 984
Good: 784
Fair: 378
Poor: 129

Chat Technician Rating
Awesome: 2,301
Good: 1,464
Needs Improvement: 396

Top Phone Score: Justyn S at 381 calls taken

Top Chat Score: Tin P at 891 chats taken

Top Ticket Score: Jason R at 230 tickets completed

Top Awesome Score: Kevin N at 141 awesome surveys returned

Top Score Overall: Tin P at 1011 Chats/Tickets/Phone calls completed

Keep up the great work guys!

Check out the total number of chats! 14,000 in a period of two weeks! Live Chat may not always be the best solutions to your problems, but from the surveys alone we can tell we are doing something right.

In the future we will have a team of employees who will contact anyone who has left a poor chat review, we hope this will help with issues that aren’t resolved in chat, and find out what we can do to improve our livechat service!

Paul Enderson

That’s a lot of chat sessions! ;)

I’ve used the feature a few times, and it has been superb on each occasion. The only time that a chat session couldn’t help me, the issue was resolved by support ticket under an hour later!

Keep up the great work guys – it really is appreciated! :)
Doug

Interesting. Studies have shown that unless people rate you as Excellent or Very Good, they are as likely to defer to a competitor as any other rating.

Your “HostGator experience” satisfaction rate is about 69%. Not bad, but not great. To give you some perspective, Dell is at about 75% with their support, but that is phone support.

For live chat, you need more options to get accurate numbers. Assuming you count awesome as excellent and very good, your satisfaction rate with live chat is about 55%.

Pretty good numbers. The transparency is very cool.
Aaron Smith

Chat is my first port of call for help, then on to tickets should my question not have been answered by Live chat. Even with tickets they are wrapped up in a few hours! Great work and thanks to all the HG team for being brilliant.

P.s. I submit the survey every time ;)
Robert Eilers

I think the live chat is awesome. I’ve used it at 2 in the morning before to get problems taken care of. I’ve only had one bad experience when one of your techs must have gone to the bathroom in the middle of our chat. But I just started a new chat with someone else and the situation got resolved.

When I tell people about HostGator I always mention the 24/7 live chat support.
Gonzalo González Mora

I’ve used the live chat a few times and the support is great! Keep up the good work (Y)
Nikos Mpirikos

Yeah.
I just bought(a week ago) the baby hosting package for my webiste http://www.kadeg.com and asked at chat. They were nice, and very kind and the most important they were USEFUL. Keep the good work guys.
Samara

I just have to say that hostgator is the best web hosting company ever. Customer Service is excellent with almost an immediate response. I never have to wait weeks for someone to help me with a problem. They have fewer restrictions and the packages are a complete bargain. I will not take my website anywhere else. I am more than satisfied with Hostgator’s service.
Pingback: Service Untitled » Transparency in Numbers - customer service and customer service experience blog
Kevin W

Congratulations on being 2007′s Number 1 web hosting company.
Gabe

What happened to the blog?
http://www.burayakadar.org/blog ibrahim kaypakkaya

I’ve used the online chat a few times and the support is he best!
http://Hostgator Sachin

Hi, its nice to use hostgator i have visited few time its nice to chat with some1.
http://www.aaajordanshoes.com Caresse

Congratulations…
http://www.12starcreative.com Joe

I always go straight for the Live Chat whenever I have any questions or troubles, and I’m always very satisfied! With most companies, whether telephone, chat, or ticket, one would always cringe at the thought of contacting Customer Service or Tech Support—NOT SO WITH HOSTGATOR!

I submit the survey every time, as others have mentioned, and I’m pretty sure that out of maybe 25+ chat sessions I’ve been able to honestly mark “Excellent” for every single one!

Fantastic job, keep up the amazing work!
http://www.livechatsoftware.com Arnie

Those chat numbers are very impressive. Live chat will only grow in importance over time as more users get use to online service.
http://www.rajumaharjan.com Raju

Thank you Reene M. :)
http://www.hostgator-info.com russell

I am a big fan of live chat and this continues to be a great feature on every support website. What a great feature and those chat numbers are outstanding. great work
http://host2cn.com/hostgator.html hostgator

Hostgator Livechat support is Great!
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