I’ve decided to move my corner of the web from my current host to Total Choice Hosting. And I must say this: TCH’s customer and pre-sales support totally rocks. This is what separates the great ones from the merely good. Here’s what I’m talking about.

If I have a problem with TCH, I can take it up with them in a variety of ways:

  • Live chat 24/7 with a TCH representative
  • AOL, Yahoo!, MSN Messenger support
  • If neither works, fill out a “trouble ticket” under an appropriate department
  • And of course the usual stuff like emailing and telephone and dropping into their office even.

Now let me tell you why I was simply blown away by their total empathy for the user. At every step, they have gone that extra mile to make solving the problem easier and/or faster.

For instance:

  • Live chat does not require a big fat Java applet or a smug scripting whatever, it works completely server side, and hence works perfectly on any browser that has bare-bones support for the Web. I know of many similar customer support gigs that require some sort of plug-in.
  • Their forums are very active and all the admins are eager and enthusiastic. The forum itself is a knowledgebase of sorts.
  • In the event that you file a ticket, you are given a tracking number so that you can track and manage that problem. The problem is not resolved as closed until you say so. Very much like a bug tracking sytem.
    • And when you file a ticket, your message is compared against known problems in their FAQs and knowledgebase, and similar problems with solutions are displayed so that you can read them, and if one of them actually solves the problem, save the time required to file the ticket and get a response. I loved this feature in particular. It really shows that they value your time–that they care.

I’ve been dealing only with the TCH pre-sales and customer support teams; and it’s been always prompt and always honest.

If you didn’t get the drift, I heartily recommend Total Choice Hosting as your web host. If you’re looking for webspace, give them a try before anybody else!

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