Chat with Chimpie,General,Webhosting         2 comments

Hey everybody. It’s time for another Chat with Chimpie entry.
Earlier this month I created a blog entry, Tips on Creating a Great Support Ticket.  I received some great feedback and wanted to take the topic one step further.
I recently chatted with Tom Sepper, Chief Operating Officer (COO) of Site5 Web Hosting about support tickets.
What are some common mistakes customers make when submitting tickets?
The biggest mistake is not including their domain name! We see countless times that customers forget that vital piece of information. Often times we are able to locate their account based on their email address, but when the email address is on file, we have to request additional information from them which may lead to further delays for a quick resolution.
What are some common requests you receive that customers can do themselves?
The most common requests we receive that customers can do themselves are password changes, adding parked/addon …

 Chat with Chimpie         5 comments

Today I’m launching a new section of my website called ‘Chat with Chimpie’. My hopes are to ask the questions that I think many of us have but don’t know how to go about getting the answers to.
My first interview is with Josh Banks, Support Manager and Josh Loe, Customer Service Manager of HostGator.  The interview is in response to the routing incident at ThePlanet on Monday (May 3, 2010).  Thousands of websites were affected.  Some sites appeared to be inaccessible while some end users were able to view them just fine.  Within moments of the router going down, Twitter and other forms of social media lit up with people screaming about their servers failing.    There were lots of misinformation being spread around, so I wanted to give HostGator, one of the hosting companies affected by the outage, a chance to explain what happened.
Early Monday morning there was a …