Update 2/4/2010: I had reason for some support help from HostGator, so I tried out their chat support. It’s an entirely different experience. Dedicated attention from a single support tech who stays with you until the problem is resolved. The result? The problem was resolved quickly and efficiently.

Update 1/8/2010: when I returned to HG’s contact page this morning (still not resolved and I need to get beyond the ticket system), I noted that the email addresses did carry the instruction to "submit a ticket by emailing us." Like most people, when I want help, I tend not to see the details but go straight to the info that looks like it will get me help, without reading (or even seeing) the supplementary info: when I see an "Email Us" heading, I expect the process to act like email. There is a usability lesson in that for me as a web developer/information architect.

This is not the first time I have complained in my blog about Hostgator’s support ticket system. Last time, a nice person from HG even responded to that post, but nothing in the system has changed since then, so nice responses that seem to offer understanding don’t amount to much.

On HG’s behalf, let me say they are very reliable, and I don’t have more support issues than I’ve experienced with other webhosts. I’m just not happy with their support system and/or processes, and probably all that can be traced to whoever is managing their support function.

What’s the issue? HG seems to have a single support channel: a ticket system. And no way around it when it does not fit the need. Here’s the story:

4:28pm: I submit a ticket on a problem with a hosted site after spending half an hour trying to determine for myself what the problem might be and what I need to do to fix it.

4:35pm: Representative A responds and requests more info.

4:41pm: I respond with requested info.

5:36pm: (note increased time) Representative B responds with partial fix and partial explanation.

5:39pm: I respond with questions to clarify what happened.

5:43pm: After noticing that some problems remain, I respond outlining remaining problems.

7:38pm: (that was one long dinner break) Representative C responds with additional partial fix, but no requested explanation.

7:42pm: I respond with remaining issues that are apparent.

7:59pm: I share repeated error that has been showing up in error logs.

9:28pm: I’m still waiting…

(Note: times are in HG’s time zone, an hour ahead of mine)

Does anyone besides me see a problem here with lack of continuity in HG’s support responses, both in terms of time and personnel? Anyway, I see such a problem, so I decided to go to HG’s website and send an email to the support contact email, with a little "constructive critcism." Copied from my email:

I’m a fan of Hostgator. I currently host a few dozen websites on Hostgator. I spend a fair amount of time telling my clients how reliable and rocksolid Hostgator is.

But that may have to change, because HG does not have its support act together. At this point, I have several support issues behind me, and the record shows this is the usual experience:

1. submit support ticket to the support dept
2. receive first response in approx 10 minutes, from rep A (so far, so good)
3. respond and receive next response in approx 1 hour, from rep B (not so good)
4. respond and receive next response in 1-2 hours, from rep C (not even close to acceptable)
5. there may be 2-3 additional cycles, extending the support process up to 5-6 hours

The upshot is that relatively simple matters can easily take 2-3 hours (more is not unusual) to resolve. Between the lack of continuity (because of extended times and different support reps) and the slow response times, the support, well, it sucks.

(BTW, my one experience with support from your billing dept shows response times always in the 10-15 minute range, with greater continuity with support personnel)

Can you not see the value of going to a different system for a customer for whom the first response does not resolve the issue? I guarantee you are about to lose at least one customer entirely, or at minimum, cease to see any additional growth in this account.

Would you like to guess what happened to this email? It was directed to HG’s ticket system. That’s right: an email complaint about HG’s ticket system opened a ticket. I’m currently awaiting a ticket response on my original ticket, AND this ticket. Can anyone here spell "INFLEXIBLE?" Can everyone here say "It’s time to look for a webhost with a better support system?"

Tags: HostGator, Support, Webhosting

New Year’s resolutions aren’t part of my tradition. They’re too easily forgotten or ignored, and they seem to focus primarily on end results rather than on underlying issues that create the need for improvement.

However, because the end-of-year holidays include more days off than I’m used to in a 2-week period, I usually do end up thinking about how things have gone over the previous year and where I’m going in the next. While I don’t exclusively think about business at such times, I’ll restrict this post to my reflections about Evo’s business (believe me, it’s better for both of us ).

My business has changed fairly dramatically in the past year, and blogging and blogs have played a big role. Evo has been in business since May, 2000—nearly 10 years. In terms of business activity, 2009 was not awful, but not great (until the last couple of months). My long-time business partner left the company in August and, while that has limited Evo’s ability to do some things, it’s also created profitable opportunities for collaboration with other companies.

I originally selected "Evolution" as part of the business name because I knew we’d have to evolve to be effective, as well as to stay in business. Back in 2000, I thought of websites primarily as online brochures. A lot of people still want static, set-it-and-forget-it websites that somehow bring them tons of business. It doesn’t work that way in 2010, and it really never did. I’m excited that websites can play an active role in marketing for a price that is well within the reach of most small businesses and organizations. My focus is now primarily on helping businesses and organizations incorporate blogging and blog-based websites into their marketing mix. In September, I developed and released a highly-customizable WordPress theme, Evo4 CMS, specifically for creating blog-based websites, and it’s greatly increased both my flexibility and efficiency in the implementation phase.

The challenge is that blogging, engaging online with customers, and keeping your website updated requires some time and effort. Definitely not a set-it-and-forget-it scenario. In 2010, I have to do a better job of communicating the benefits that kind of time and effort can bring about. Depending on how well I’m able to do that, next year should be a great year for Evo. And, I will have put some real tools in the hands of people to help them manage their business, which is a good feeling.

So, I’m focusing on two things in 2010:

1. collaboration with other developers, marketers, and consultants
2. helping businesses and organizations acquire the web-based tools and knowledge that allows them to manage their own marketing

I’m looking forward to it. Still evolving (and maybe still a little bit crazy) after all these years.

*apologies to Paul Simon

Tags: Blogging for Business, Business, Change, Economy, Entrepreneurs, Future

I have a lot of blogs and news sources in my reader. So many I can’t possibly read them all every day and stil get any work done. But there are relatively few I consider indispensable, and on the face of it, they don’t seem to have a lot in common. Subject-matter-wise, they’re all over the board. There is a common thread, however; or maybe a couple of threads. Each of the following does at least one of two things on a consistent basis:

1. challenges me to think about something in a new way
2. offers usable information that I can incorporate into what I’m doing

Now that I think of it, those [apparently] rare ingredients comprise a recipe for blogging success. I know my own posts can’t boast of either more than occasionally, and perhaps it’s the consistency that’s the real trick with the recipe. Each of these are very successful blogs with lots of readers, so they’re obviously doing something right.

My most valued feeds, in alphabetical order:

Chris Brogan – The guy is practically synonymous with social media in general, and blogging in particular. He preaches the word on social media as a marketing strategy to the faithful, the backsliders, and the non-believers. And he knows what he’s talking about. A must-read for people involved even peripherally with online or social media marketing.

CSS-Tricks – One of the few web dev blogs that consistently presents useful and interesting information. Chris Coyier puts out nuts-and-bolts stuff, like explanations of absolute and relative positioning, centering a navigation bar, etc. But he also offers code snippets, downloads, and a forum. Worth a daily visit.

Duct Tape Marketing – John Jantsch offers practical and pragmatic advice for small businesses. He’s packaged his approach in a book, webinars, and a 14-lesson training program. I have bought and read the book, and recommend it highly for small business owners. His blog posts prod and educate. His website is full of links and resources. If you own a small business, you should be reading this blog.

Fuel Your Creativity – For me, FYC is more about inspiration than anything else—a site that feeds the designer part of my soul.

Hubspot – Hubspot is working to bring measurability to social media marketing. Their blog is a major training resource for business people trying to figure out how to benefit from "attraction" marketing, as opposed to "interruption" marketing. They sell a service that helps measure the effectiveness of online marketing efforts, but they’re not pushy about it. And they offer free webinars and a lot of great how-to-market-online information.

Seth’s Blog – Seth Godin does blogging all wrong. He doesn’t allow comments on his posts, his blog is hosted on Typepad rather than on a webhosting platform he controls, and he apparently spent no more than a couple of minutes customizing his blog’s appearance. But Seth is a marketing guru’s guru and an iconoclast’s iconoclast. He can succeed by doing things differently because he’s Seth Godin. He delights in flipping concepts on their heads. He turns kvetching into a useful exercise in logic. And often, he asks some interesting questions. His posts and observations are usually short, often simple, and almost always thought-provoking (consider that a warning).

ThemeGrade – ThemeGrade fills an important need in the world of WordPress blogs: it reviews and rates WordPress themes on code and SEO compliance based on standardized testing. Before ThemeGrade, it was up to you to figure out if it was a good idea to install and spend time modifying that cool theme you loved the look of. TG ranks themes with gold (currently about 3% of submitted themes), silver (13%), bronze (31%), or no rating (currently 53% of submitted themes). We’re proud to say our Evo4 CMS WordPress theme was rated silver.

WNYC’s Radio Lab – Maybe the most interesting audio on the Internet. Jad Abumrad and Robert Krulwich have fun exploring interesting ideas and we get to go along for the ride. The audio programs get posted about every other week, so this isn’t a daily listen. The podcasts are 15-60 minutes each, and every one is more than worth the time.

WP Beginner – There are several "How-to" WordPress sites, and a lot of them are good, but WP Beginner is my favorite, because it usually serves up something I need or have wondered about. And though it’s suitable for beginners as its name suggests, there is plenty of advanced information there also, simply and straightforwardly presented.

Zen Habits – I’m a regular reader of Buddhist and zen materials. Being mindful and present, appreciating simplicity: these are things that are difficult to bring into our working lives. But that’s what Leo Babauta’s blog is about, and I appreciate its quiet, gentle, and practical advice about working, living, and balance.

So that’s my list of indispensable feeds. I hope there’s something on it that helps you. If not, well, we don’t have a complaint department, but feel free to tell me what should have been included on the list. And Merry Christmas.

Tags: Blogging, Communication, Education, RSS Feeds