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Chat with HostGator this Thursday at 5 PM CT

Written by Douglas Hanna

Tuesday, June 30th, 2009

Update: This took place and was a big success. HostGator employees answered a ton of questions about backups, VPS solutions, Windows hosting, affiliates, and more. We appreciate people taking the time to come by and ask questions.

This upcoming Thursday (July 2, 2009) at 5 PM CT (Houston-time), HostGator is going to be hosting an Open Session where potential and existing customers alike can come chat with HostGator employees and each other.

The Open Session is going to be pretty informal, but for some context, some things we do want to do include:

  • Question and answer session with HostGator employees
  • Tips and suggestions on how to get the most out of your HostGator account and website from our best support people
  • Suggestions from customers about how HostGator can improve (customer service, Terms of Service, procedures and policies, etc.)

This is the first time HostGator has done something like this, but we think it will serve as a great opportunity to talk to our customers and hear their questions, opinions, and suggestions. If you have any particular items you’d like us to discuss or research, feel free to leave them in the comments.

Oh, and we’re also going to be giving out some free hosting during the session for both attending and participating.

All TPS reports require cover sheets.

Written by Douglas Hanna

Friday, April 3rd, 2009

TPS ReportIf you’ve ever seen Office Space, you most likely know that all TPS reports (that’s “Test Procedure Specification” for the uninformed) require cover sheets. The painfully ridiculous incident in the movie has become both a critical fixture of anti-corporate culture and a quintessential example of the eccentricities of bureaucracies of corporate America.

At HostGator, there are no TPS reports and cover sheets aren’t required to be put on anything. However, we do keep track of quite a few numbers and metrics and one of the metrics we do watch closely is chat volume.

The graph below is an average of the number of chats we completed per hour on any given day and at any given time throughout the month of March. The numbers are averaged, meaning that every Monday at 1 PM was averaged together to create a collective Monday at 1 PM metric. Our week-to-week variation is usually pretty negligible, so what you see on the graph is a fairly good representation of our chat volume for a given day. Note that the Y-axis starts at 30, meaning we never average less than 30 chats completed per hour.

Twittering All The Way

Written by Douglas Hanna

Wednesday, December 31st, 2008

Twitter I’ve known about Twitter for a relatively long time, but could never see myself using the service. I just couldn’t grasp the idea of saying something meaningful in 140 characters or less, but as I started working at HostGator and our social media outreach programs, I found myself thrown right into the Twittersphere (if that isn’t a word already, I just made it up).

A couple of months later, though, I’m happily Twittering from the web and from my ever trusty BlackBerry. A majority of our presence on Twitter is aimed at addressing customer concerns and feedback in what is essentially real time, but our presence on Twitter is also about reaching out to customers through a different medium and in a unique way. We already reach out to those who blog or post about us, so Twitter seemed like the next logical step.

So far, it’s been incredibly successful. We have over 275 followers on Twitter (the number increases daily) and I have personally reached out to and helped a lot of existing and potential customers through Twitter. We’ve also gotten some great ideas and some excellent feedback that we’ve taken seriously.

To get an idea for yourself, check out our favorites and see what people have been saying. Some excerpts:

LOVE LOVE HostGator! Have hosted at many places. Couldn’t dynamite me out of HG!WordPressWizard

Thanks for awesome customer service, that’s how it’s done. Will remember when someone is asking for a hosting company.KatjaPresnal

Numbers That Matter

Written by Douglas Hanna

Friday, July 25th, 2008

Not everything that can be counted counts, and not everything that counts can be counted.
- Albert Einstein


I work with many companies of many sizes through my consulting business. When HostGator offered me the opportunity to conduct a customer satisfaction survey for them, I jumped at the chance. Even though customer satisfaction as a topic profoundly interests me, I have generally held the view that numbers themselves are painfully boring. I’ve never liked math and I have always felt that numbers are things that are best left to the experts who actually like numbers.

Over the last two weeks, though, I’ve been immersing myself in numbers – especially numbers relating to customer satisfaction. HostGator has sent out nearly ten thousand surveys to random customers and people who have completed live chats. The result? A lot of data (and a lot of numbers) on what HostGator’s customers think of the company and how its doing.

Fortunately, the results we gathered from all that data were neither shocking nor surprising. While there were no astonishing revelations, there was data that confirmed what HostGator thought based on gut feeling and there was data that showed everyone some interesting trends and correlations.

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