The importance of communication in website hosting and support
Communication is important to the success of all relationships whether they are personal or business. Effective communication is something that all of us work on over time to improve our relationships. Effective communication between a website design company and its clients enables both organizations to achieve the success they are striving to obtain.
Communication in website hosting and support can be achieved by phone, email, or virtually using one of today’s modern technology interfaces. None of these methods can be truly effective unless the communication between the support technician and the client is timely. All of us have needed technology support at one time or another and we sometimes dread contacting support fearing the support will take too long or not happen at all. When a business client has an issue with their website it is usually something that is affecting the performance and operation of their business. This issue may be large or small but in some way it is impacting their bottom line. Timely communication and resolution from the support technician means the client’s business has had minimal impact to their bottom line.
Email is an effective communication method between support technician and client. Emails include verbal descriptions of an issue, and attachments of associated documents and images can be sent as well. Email is especially important today because of the increased email capability of mobile data devices such as smartphones and tablets. Email can also be important if there tends to be a language barrier between website support and client.
Sometimes a phone conversation between client and support technician is critical to timely resolution because describing a technology issue in writing may be challenging for some people. In this case the technician needs to retrieve and return phone calls in a timely manner to assist with resolving the issue quickly.
The third means of effective support communication can be done by using screen sharing technology. This technology allows the technician to have the client share his or her screen so that the issue or problem can be seen virtually. This is an excellent way to see the problem in real time. Most of the time the issue can be resolved while the screen sharing session is in progress. Some free options include www.screenleap.com, or Skype.
Effective communication can be achieved using many different means, but it’s only effective when it’s done in a timely manner. Courteous website support technicians are essential for building world-class relationships with their clients. These positive experiences position both the client and website design companies ahead of their competition.+