Live Chat Numbers
Written by Jay Weissman on June 22, 2007 – 4:18 pm -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: 4,170Overall HostGator Experience
Excellent: 1,895
Very Good: 984
Good: 784
Fair: 378
Poor: 129Chat Technician Rating
Awesome: 2,301
Good: 1,464
Needs Improvement: 396Top 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!
Posted in Gator Politics, Jay Weissman | 12 Comments »
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- Jul 11, 2007: Service Untitled » Transparency in Numbers - customer service and customer service experience blog
By Paul Enderson on Jun 22, 2007 | Reply
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! :)
By Doug on Jun 23, 2007 | Reply
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.
By Aaron Smith on Jun 25, 2007 | Reply
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 ;)
By Robert Eilers on Jun 25, 2007 | Reply
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.
By Gonzalo González Mora on Jun 28, 2007 | Reply
I’ve used the live chat a few times and the support is great! Keep up the good work (Y)
By Nikos Mpirikos on Jun 29, 2007 | Reply
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.
By Samara on Jul 6, 2007 | Reply
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.
By Kevin W on Aug 8, 2007 | Reply
Congratulations on being 2007’s Number 1 web hosting company.
By Gabe on Aug 15, 2007 | Reply
What happened to the blog?
By ibrahim kaypakkaya on Aug 13, 2008 | Reply
I’ve used the online chat a few times and the support is he best!
By Sachin on Nov 8, 2008 | Reply
Hi, its nice to use hostgator i have visited few time its nice to chat with some1.