If theres one thing I have learned since starting bluehost, its that customer service is EVERYTHING! Although it is simply to understand, it is very difficult to implement perfectly. We can never satisfy everyone, but we do our best to exceed expectations.
It is expensive to give proper customer service, and so I know most web hosting companies won’t compete with us. Its simple really. If I wouldn’t like it myself then I don’t make our customers go through it either. When I have to call into the company I wait just like any other customer. I want to see how long I am on hold. If it exceeds 120 seconds then we failed and its time to hire more support engineers. Last Monday we took over 1100 phone calls! That is a LOT! Our average hold time that day was less than 90 seconds. We aren’t perfect, but we are getting there. At first my attitude was that I would rather the company make a lot less $$ now, so that we can compete effectively in the long run as far as customer service is concerned. Now I KNOW the reason we are successful is because of customer service!
You can count on us getting better and better. I am entirely focused on making Bluehost the premiere hosting company for features and service. Please stick with us on this journey. I want you to keep being “pleasantly surprised”.
Matt Heaton / President Bluehost.com