It has been a while since my last post, and I am going to make a renewed effort to keep on top of this blog. The last post beat me up a little with me coming across as if I didn’t care about support which is the exact opposite of how I am. I care about support because I can’t stand when I am treated poorly with companies that I deal with.
Bluehost’s support the last 45 days has been sub par. There is no other way to put it. Our growth has been substantial to say the least. Our signup rate has literally doubled for our hosting products in the last 60 days. This has put a terrible strain on our company. We will add nearly 20,000 domains in the last 30 days alone!
While we love the growth and are pleased that consumers would like to use our product, we only want to provide the product if we can provide superb support right along with the product. It has taken me until today to make the tough decision to scale back our advertising in a substantial way to limit our support requests so we can service each customer as I myself would like to be treated.
We have hired 16 people in the last month which takes us to almost 70 people on our team here. Many are still in training, but we will get hold times back to an average of 1 minute or less and less than 30 minutes for level 1 or level 2 ticket responses.
Success can kill a business if not managed properly. I work hard to get new customers, but I won’t do that until we can handle the load again. Starting on Oct 10 (3 days from now) many of our ad campaigns won’t renew to curtail the growth for 30 days while we clean up our act. This is a promise I make to you, to give you the service you deserve, and the service that we know we must provide to keep your trust.
Matt Heaton / President Bluehost.com