In case you’re not aware, I recently posted results from our latest web hosting live chat support tests. In order to perform a more thorough and comprehensive test this time out, each of the web hosting companies were tested during various times during the morning, afternoon, and nighttime hours. There were definitely some surprises and I encourage you to check out the complete test results page. In this post, I thought I’d give you some overall thoughts about the tests along with some notes of interest.
InMotion Hosting remains the leader in live chat support response as they had the fastest times in the morning, afternoon, and night. GreenGeeks and Namecheap, two web hosts we added to our tests were also very impressive—scoring high at all times of the day and night. At the other end of the spectrum, BlueHost and JustHost were extremely disappointing with some of the slowest response times throughout. HostGator continued to lag behind. And WebHostingPad.com’s live chat support was unavailable on multiple occasions.
Some hosting companies provide an estimated wait time for a response. However, it was interesting (and frustrating) to find out that the slower responding web hosts would underestimate wait times, and it actually took longer to get a support tech online. However, the growing popularity of live chat support is evident as some web host’s (like GoDaddy) that have existed for many years with only phone and email support have now added it as another option.