The trend with many hosting companies now is to outsource support, and in some cases to outsource server administration. I could not disagree more with this attitude. Still other hosting companies will employ people in other countries because of time zone issues to offer 24/7 support. Again, I totally disagree with this type of support.
How can you offer realtime support for something as critical and as complex web hosting if you are not right there to deal with the problem? You HAVE TO be there to know all the little issues that are going on. Direct communication between our developers, administrators, and our support engineers is what facilitates quality support. Most hosting companies can’t/won’t allow their customers to get direct access to administrators to resolve issues. We allow (through our support engineers) to have issues looked at right away when some problems occurs with our customers accounts. This is invaluable, and customers should be able to get this type of support.
Companies that choose to oursource something as critical as technical support and sales clearly falls into one of two categories. A – They are financially strapped and have to do this to remain profitable and operate their business or B – They simply don’t care about their customers, and will sacrifice the customer experience for a few bucks. We are neither!
Matt Heaton / President Bluehost.com