Customer Service in the Cloud: Social Customer Response is Critical

Customer Service in the Cloud: Social Customer Response is Critical

I’ve been through my troubles with A2Hosting. Back in the day, I quit them completely. But I came back when an executive offered to give me 6-months of free hosting on their new “lightning fast” servers using SSD drives. And most has been right with the world since coming back to the mid-tier hosting provider. But am I getting dinged yet again, by having too much traffic. Or is it WordPress? Or some configuration problems on my end (plugins – bad or inefficient css templates) or something on their “shared server” setup for my specific account? I don’t know.

Today however, I was again frustrated by my daily resource overload notice from my “super-fast” and supposedly state-of-the-art hosting service.

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That’s what it looks like to my visitors when my hosting service tanks under the load. Sure, I’ve got a few Twitter followers, and I suppose they are active users, but I should not be able to overload my server at will. And besides, it’s the antithesis of success. A great tweet or great post kills the opportunity for 50% of the potential visitors. How many of you would wait a few seconds and hit reload? How many of you would say, “NEXT”?

I’m guessing the problem is not going to get better. I’m working the web pretty hard. And I have three sites on A2, all of which, are business-critical for me. And more importantly, I’m dependant on a steady flow of traffic to these sites and am working to gain momentum and audience for all three of them. When my site says to the new visitor “temporarily unable to service your request” I’m thinking that’s a FAIL. And not a minor fail. An uber-fail.

A fail that looks bad to my new visitors. And get this, I do this stuff for a living, I hold out my shingle saying I can get YOUR web done right, and guess what? Even with premium hosting, I can’t get my own web done right. Would you be excited to click the little affiliate banner for “Lighting Fast Hosting” at the bottom right of my blog? Um, I think A2 and I have some consulting to do together.

This morning I sent them this tweet.

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And their response was immediate.

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And over the next few minutes we conversed on Twitter. (See My Twitter War Grip Post)

a2-convo

And after a few back and forth discussions about what was happening, I got this email.

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So, this is customer service and Twitter done right. We exchanged some info via my customer complaint on Twitter. And A2 responded both with Twitter and by opening a support ticket. That’s customer service in the cloud.

Now let’s see what we come up with for a solution. I’ll let you know how things go.

And if you’d like to move your site to A2, I highly recommend them. If you’re burning less than 3,000 page views a day, I’m sure you’ll be fine. And the SSD is amazingly fast. It makes working within WordPress manageable again. My Affiliate Link for A2 Hosting.

The story continues, stay tuned.

First uh oh, update (ten-minutes later): Surely this was a blip. Maybe they are moving me to my own SSD drive, or something else. All is back up now. (grin)

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@jmacofearth (also seen on Google+: jmacofearth)

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